Job Details
Purpose Of Role:
The Application Support Analyst ensures IT Front & Back Office Applications & IT Processes within the LATAM region are supported, available, maintained, secured and license compliant in line with business demand.
The LATAM Applications Team provides 2nd & 3rd line support to internal users, with the future plan to participate in a follow the sun support model across the globe.
Key Accountabilities:
Tasks for the role include:
- Be the SME for all LATAM business applications
- Manage communications during high impact issues
- Self-manage workload and workflow by forecasting effort for Projects and BAU tasks to Line Management
- Manage the support ticket queue, ensuring requestors are kept up to date in a timely fashion. Escalate long running tickets to Line Management and respond to requests for updates
- Ensure application enhancements are recorded and effectively communicated to stakeholders
- Develop & maintain processes and procedures to monitor and manage all business applications
- Review and perform changes to business applications and ensure they are executed within both the production and test environments
- Control and manage access to business applications
- Coach and train Help Desk/L1 team members to enable incident resolution on the first call (first time fix) and reduce escalations to the Applications Team and/or vendor
- Manage the legacy application estate while delivering a new global suite of applications through the global transformation program
- Liaise with 3rd party Vendors to address applications issues and following up with them until resolution.
The Successful Applicant
- Educated to degree-level or relevant industry experience
- Proficient in English language
- Minimum of 2 years of Business Application support in an L2/L3 position
- Self-motivated but be able to operate within a team environment to deliver a professional support service
- Excellent oral and written communication skills with the ability to communicate clearly and confidently to all levels of user within the organization
- Experience of working in ITIL-aligned environments, particularly change/incident/problem/knowledge management
- Experience of supplier relationship management and working with external vendors to troubleshoot and resolve incidents/problems as well as organising and participating in a continual service review process
- Enthusiastic and flexible to adapt to changing demands in the nature of the workload individually and in the team – e.g. as more projects come on stream there will be a requirement to be involved in these while still being able to deliver on BAU work quickly and efficiently
- Be able to prioritise a high workload effectively to deliver on multiple BAU and Project responsibilities concurrently while consistently delivering within agreed deadlines
- Prepared to work occasional long hours and weekends with little notice
- Reliable and responsible attitude and understanding of the importance of the job – with particular regard to confidentiality, data integrity, security and disaster recovery
- Direct experience of working in a global team and proven ability to address issues and challenges associated with global working, varied time zone and geographical distance
It´s Essential:
- Windows Server 2008-2012 R2
- Successful diagnosis, management and resolution of server-based application problems
- Demonstrable understanding of relational databases (such as SQL Server, Sybase, Oracle)
- Ability to understand and execute SQL queries
- Working knowledge of Web/Application servers: e.g. IIS, LATAMhe, WebLogic etc.
- Understanding of DNS, HTTP(s), SMTP, FTP
- Working knowledge of Windows Server, Active Directory, Group Policy, VCentre
- Experience with supporting SaaS / API’s and liaising with vendor support
- Good knowledge of infrastructure components such as storage, networks and virtualisation concepts
- Experience supporting .NET applications
It´s Desirable:
- Familiarity with SDLC
- Experience with installing and supporting financial and reporting systems is highly beneficial – e.g. Coda Financials and IBM Cognos systems
- Application delivery via Citrix published client apps
- SharePoint experience – ideally SharePoint Online
- Proficient in Portuguese (Brazil)
What´s on offer
- Join a professional team in a first-class company
- Participate in an important on-going project
- Good Salary
- Medical coverage
Don´t miss this opportunity and apply, sending your complete resume to rrhh@itskills.com.ar, including the expected salary.
Thanks,
