Application Support Analyst – Tier 2/3, RCA & Automation

SMARTFOX; EUA; Presencial; USD 60 000 - 95 000; Tempo integral

Resumo da oferta

SMARTFOX in the United States is seeking an Application Support Analyst to provide Tier 2/3 support for ERP, CRM, web apps, and integrations. You will triage incidents, perform SQL queries, and work with developers to implement permanent fixes.

The role requires strong problem solving, ITSM familiarity, and clear communication under pressure. You will monitor application health, manage changes, assist deployments, and document runbooks for repeatable fixes.

Qualificações

• Solid troubleshooting skills and an evidence-first approach.
• Working knowledge of SQL (selects, joins, data validation).
• Understanding of how applications, APIs, and databases interact.
• Clear communication with technical and non-technical users under pressure.
• Familiarity with ITSM concepts (incidents, problems, changes) and ticketing.

Responsabilidades

• Provide Tier 2 and Tier 3 support for business-critical apps and integrations.
• Triage, troubleshoot, and resolve incidents using logs, monitoring tools, and SQL.
• Find root causes and collaborate with developers for permanent fixes.
• Write and validate SQL queries to investigate data issues.
• Monitor health of applications, batch jobs, interfaces, and integrations.
• Manage incidents and changes in ITSM tools per ITIL practices.
• Support deployments, patches, and releases with testing and validation.
• Troubleshoot APIs and integrations using Postman and log analysis.
• Handle user access, roles, and configuration changes.
• Create knowledge base articles and runbooks for repeatable fixes.
• Communicate incident status clearly to users and stakeholders.
• Automate repetitive tasks with scripting and explore AI-assisted tooling.
• Collaborate with business users, developers, QA, DBAs, and infra teams.
• Join on-call or after-hours rotation for critical systems.

Conhecimentos

Troubleshooting

SQL knowledge

App understanding

Communication

ITSM concepts

Formação académica

Bachelor's degree in IT/CS/IS or related field

Ferramentas

Postman

Jira Service Management

ServiceNow

Descrição da oferta de emprego

SMARTFOX in the United States is seeking an Application Support Analyst to provide Tier 2/3 support for ERP, CRM, web apps, and integrations. You will triage incidents, perform SQL queries, and work with developers to implement permanent fixes.

The role requires strong problem solving, ITSM familiarity, and clear communication under pressure. You will monitor application health, manage changes, assist deployments, and document runbooks for repeatable fixes.