Jr. Application Support Analyst

As a Jr. Application Support Analyst, you will be responsible for ensuring the smooth and efficient operation of our applications. This role involves managing the full life cycle of support tickets, from timely client response to coordinating with the development team for bug fixes. You will act as the custodian of all support documentation, analyze recurring issues to identify trends, and propose suggestions for system improvements to senior management.

Roles and Responsibilities

• Understand the root cause of application issues in coordination with internal QA, design, content, and development teams.
• Ensure a timely response and updates to client support tickets via email.
• Classify change requests according to business guidelines and service-level agreements (SLAs).
• Communicate and negotiate with stakeholders and internal teams on application support-related matters.
• Coordinate application issues with the development team and ensure timely bug fixes within the SLA period.
• Develop and implement maintenance procedures and protocols to ensure efficient and effective operations.
• Conduct regular inspections of the application to identify and address any maintenance needs.
• Maintain detailed records of maintenance activities, support tickets, investigations, and resolutions.
• Create and analyze reports on issues raised and resolved, identify trends, and suggest potential enhancements.
• Stay updated with industry trends to recommend and implement improvements.

Skills and Expertise

• Basic understanding of application functionality, ticketing systems, and SLAs.
• Experience working with MS Office Applications, especially MS Excel, MS PowerPoint, and MS Word.
• Attention to detail and proactive problem-solving.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to work independently with minimal supervision.
• Understanding of application maintenance concepts.

Additional Information

Interview Process:

• Initial Screening
• Technical Round
• HR Round