Application Support Analyst IV

Allwyn Corporation; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Allwyn Corporation is seeking an experienced Production/Application Support specialist in the United States. The role focuses on troubleshooting, incident management, and user support for proprietary software used by business units and staff.

Responsibilities include creating data extractions, developing reports, and guiding users to productive use of the software. Mature knowledge of SQL, UNIX, and Java-based applications is required.

Qualifications

• Bachelor’s degree required.
• 8+ years in application/production support.
• Experience providing two-tier support and incident management.
• Familiarity with ITSM tools (ServiceNow, Remedy).
• Knowledge of SQL, UNIX, and Java-based applications.
• On-call support rotation for 24x7 coverage.

Responsibilities

• Provide technical application support to production systems and business teams.
• Investigate incidents, troubleshoot problems, and implement fixes or workarounds.
• Develop data extractions and reports from client requirements using databases or reporting tools.
• Track production issues and report uptime metrics.
• Provide support during maintenance and upgrade events.
• Mentor junior team members and document production applications.

Skills

Two-tier support

Root-cause analysis

SQL

Unix

Java applications

Incident management

On-call support

Training teammates

Documentation

Education

Bachelor’s degree

Tools

ServiceNow

Remedy

Job description

Description

Provide support to office or business unit users of proprietary or custom application software. Answer technical questions, troubleshoot problems, and guide users to gain productive use of software. May extract data, format and run reports, or perform specific analytical functions using application. May have substantial subject matter knowledge of business unit discipline. Includes both staff in corporate facility supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.

Description

Provide support to office or business unit users of proprietary or custom application software. Answer technical questions, troubleshoot problems, and guide users to gain productive use of software. May extract data, format and run reports, or perform specific analytical functions using application. May have substantial subject matter knowledge of business unit discipline. Includes both staff in corporate facility supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.

Key Job Functions

• Provide technical application support to production application, systems and business team. Investigate incidents, interruptions or bugs in operational systems. Perform triaging and problem solving to identify issue, and implement change or workaround to ensure continued use of the application.
• Develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses.
• Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application.
• Provide support during maintenance and upgrade events.
• Mentor and support junior members of the team.

Education

• Bachelor’s degree

Minimum Qualifications

• 8+ years related work experience in an application/production support role.

Specialized Knowledge & Skills

• Provide two tier support to applications, provide assistance to all end users, identify and resolve issues in production.
• Maintain schedule jobs and perform troubleshoot on processes and resolve all issues.
• Provide training to various new employees and assist with expert knowledge on production processes.
• Document all production applications and resolve all application issues and answer all requests.
• Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
• Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
• Experience of supporting complex, multi-module, custom applications.
• Experienced in troubleshooting and root-cause analysis.
• Understanding of database principals and extensive hands-on experience with SQL.
• Working knowledge of UNIX and networking, experience with Java based applications.
• Knowledge of Operating Systems, Middleware, DB, Webservers.
• Incident, Change, and Problem Management experience.
• ITIL Foundation Certification (Preferred.)
• Experience with ITSM Tools (Service Now, Remedy or other ticketing tools.)
• Command Center experience, or experience of managing major incident events, is desirable.
• Must be willing to provide on call support on a rotation basis for 24x7 support. When on call, requires off hour and weekend support.