Application Support Analyst

The Application Support Analyst is responsible for providing technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis. Duties/Responsibilities:Ensure that all service level agreements (SLAs) are met and delivered according to Support specificationsLog and document all incidents within a ticketing system and problems within ServiceNowAnalyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies Refer incidents to other parties when an incident is beyond your current skill-set Proactively monitor, document and fix problems or anomalies found at our clients’ installationsManage and exceed customers’ expectation by providing excellent serviceEnsure that all service level agreements (SLAs) are met and delivered according to Support specifications Versatility to rotation shift & pager scheduling Participate in sharing knowledge and publishing Knowledge articles Participate in any project deemed necessary by the organization