Application Support Analyst - Hybrid, Escalations & RCA

Raymond James; Saint Petersburg (FL); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement plan

Paid time off

Job summary

Raymond James seeks an Analyst to join the Advisor Application Support team, providing expert-level support for RJ proprietary applications used by our Corporate Office and branch users. This role serves as the escalation point for complex and high-impact application issues, collaborating with team members and partnering with software development teams to resolve incidents and perform root cause analysis.

This position follows a hybrid work model, requiring in-office presence 3 days a week at

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field or equivalent combination of education, training and experience.
• Minimum 3 years of experience in a technical and application support environment.
• Entry or junior level software engineering experience or training is highly valued for this position.

Responsibilities

• Act as the escalation point for unresolved application issues from first-level support.
• Partner with software development teams to triage, analyze, and resolve issues, contributing to resolution and post-issue remediation.
• Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.
• Reproduce reported issues in test environments and test functionality for workarounds or interim solutions.
• Document investigative steps, findings, and permanent solutions in ticketing and knowledge base systems.
• Participate in incident reviews and retrospectives, offering technical insight and recommendations.
• Create and maintain knowledge base articles to support internal teams and end-users.

Skills

SDLC & Agile

SQL skills

Troubleshooting

Communication

Collaboration

Incident management

Change control

Education

Bachelors in CS/IT or related field

Tools

Splunk

Dynatrace

Job description

Raymond James seeks an Analyst to join the Advisor Application Support team, providing expert-level support for RJ proprietary applications used by our Corporate Office and branch users. This role serves as the escalation point for complex and high-impact application issues, collaborating with team members and partnering with software development teams to resolve incidents and perform root cause analysis.

This position follows a hybrid work model, requiring in-office presence 3 days a week at