Performance and Monitoring Analyst

The Applications Support Analyst is responsible for providing functional and technical support to users for applications or systems.<br><ul><li>Provide functional and technical analysis.</li><li>Troubleshoot and resolve escalated tickets and communicate the solution to customers via the Service Desk or other support personnel.</li><li>In senior level roles: Serve as a subject matter expert.</li><li>Develop or adapt training material.</li><li>Negotiate with vendors.</li><li>Gather and validate change requests and bug fix requirements and liaise with Development team.</li><li>Assist with testing of new application functions, releases and promotions.</li><li>Liaise with AODC and other business application groups on day-to-day operations.</li><li>In Functional Support Analyst role: Answer, analyze and provide quality checks for incoming tickets and route them appropriately.</li><li>Liaise with Service Desk on ticket auto-assignment.</li><li>Coordinate with Service Desk for new applications and module decision tree configurations in Remedy.</li><li>Produce metric reports on incoming tickets.</li><li>Provide governance to ensure tickets are fixed on time.</li><li>Organize ad-hoc backlog campaigns.</li><li>In Technical Analyst role: Respond to ALM tickets on reported system bugs and enhancements.</li><li>Liaise with the Functional Analyst on reported system issues.</li><li>Work with the data centers and monitor the performance of the systems.</li><li>define the technical solution with the Architecture team to meet business requirements, as well as the project plan, resources, schedule, and budget required to deliver the solution.</li><li>Manage the execution of application upgrades and organize the transition to Service Operation.</li><li>Manage the L3 development teams.</li><li>Provide system monitoring and performance.</li><li>Maintain the systems' technology stack.</li><li>Operate within the Security operations standards and guidelines.</li></ul><br><br>The Applications Support Analyst is responsible for providing functional and technical support to users for applications or systems.<br><ul><li>Provide functional and technical analysis.</li><li>Troubleshoot and resolve escalated tickets and communicate the solution to customers via the Service Desk or other support personnel.</li><li>In senior level roles: Serve as a subject matter expert.</li><li>Develop or adapt training material.</li><li>Negotiate with vendors.</li><li>Gather and validate change requests and bug fix requirements and liaise with Development team.</li><li>Assist with testing of new application functions, releases and promotions.</li><li>Liaise with AODC and other business application groups on day-to-day operations.</li><li>In Functional Support Analyst role: Answer, analyze and provide quality checks for incoming tickets and route them appropriately.</li><li>Liaise with Service Desk on ticket auto-assignment.</li><li>Coordinate with Service Desk for new applications and module decision tree configurations in Remedy.</li><li>Produce metric reports on incoming tickets.</li><li>Provide governance to ensure tickets are fixed on time.</li><li>Organize ad-hoc backlog campaigns.</li><li>In Technical Analyst role: Respond to ALM tickets on reported system bugs and enhancements.</li><li>Liaise with the Functional Analyst on reported system issues.</li><li>Work with the data centers and monitor the performance of the systems.</li><li>define the technical solution with the Architecture team to meet business requirements, as well as the project plan, resources, schedule, and budget required to deliver the solution.</li><li>Manage the execution of application upgrades and organize the transition to Service Operation.</li><li>Manage the L3 development teams.</li><li>Provide system monitoring and performance.</li><li>Maintain the systems' technology stack.</li><li>Operate within the Security operations standards and guidelines.</li></ul>