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Application Support Analyst
Application Support AnalystLamwork • New York, NY, US
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Application Support Analyst

Application Support Analyst

Lamwork • New York, NY, US
16 hours ago
Job type
  • Full-time
Job description

APPLICATION SUPPORT ANALYST RESUME EXAMPLE

Updated : July 26, 2024 - The Application Support Analyst manages incidents, service requests, and problem tickets for assigned applications within performance metrics and SOPs. They collaborate with cross-functional teams to understand needs and develop global IT solutions while defining workarounds for known errors and initiating process improvements. Additionally, they conduct thorough system analysis, act as an Incident Manager during incidents, and coordinate technology groups to resolve issues effectively.

Tips for Application Support Analyst Skills and Responsibilities on a Resume

Job Summary :

  • Provide technical and application support to associates who in turn support customers.
  • Provide technical and application support to customers when things get more technical.
  • Perform quality assurance on all new software created by software development team.
  • Help support and maintain critical web-based applications that run core business.
  • Identify those tickets can resolve and those that will need to be resolved by the software development team.
  • Working in a client-facing capacity in a collaborative team environment
  • Build and maintain relationships with users and application administrators across multiple accounts
  • Investigating and resolving SQL server and application issues via phone and email.
  • Bring a solid understanding of Azure Cloud environments.
  • Detailed experience as a Support Analyst, specialising in SQL Server, ideally gained in a client-facing capacity
  • Detailed understanding of Azure, SaaS and Cloud environments
  • Proven ability to transform customer needs into solutions – understanding the question behind the question
  • Logical and structured approach to computational problem-solving

Skills on Resume :

  • Technical Support (Hard Skills)
  • Quality Assurance (Hard Skills)
  • Web Application Maintenance (Hard Skills)
  • Ticket Management (Hard Skills)
  • Client-Facing Skills (Soft Skills)
  • Relationship Building (Soft Skills)
  • Application Support Analyst, SAP America, Newtown Square, PA

    • Job Summary :

  • Provide overall support for Level 1 and Level 2 incidents and escalate issues accordingly.
  • Provide application support for core manufacturing applications.
  • Maintain, analyse, enhance, and update all site applications and services.
  • Analyse, generate and support reports for business and operational team requests.
  • Provide second line user support for any technical issues via incident management processes and ticket tracking system.
  • Handling, resolving, and, where necessary, escalating tickets, undertaking product and documentation reviews,
  • Testing and recommending bug fixes and providing support to existing projects.
  • Collaborative hat on will work closely with internal clients to provide application maintenance and support services, either directly to system users or to wider service delivery functions.
  • Investigating and resolving issues by getting to the root of the problem and may also include performance monitoring
  • Entity management, finance systems and DMS, as well as interfaces.

    • Skills on Resume :

  • Technical Support Skills (Hard Skills)
  • Analytical Skills (Hard Skills)
  • Report Generation (Hard Skills)
  • Quality Assurance and Testing (Hard Skills)
  • Customer Service and Collaboration (Soft Skills)
  • Problem-Solving Abilities (Hard Skills)

    • Job Summary :

  • Promptly responding to user queries via a variety of methods (tickets, E-mail, telephone) Investigate and analyze application support incidents through to root cause.
  • Co-ordination and escalation of necessary technical teams to resolve incidents and providing updates.
  • Action internal departments' requests and changes
  • Working closely with in-house dev ops and development teams, alongside 3rd parties
  • Ensure applications achieve maximum uptime, availability and performance
  • Make configurations on the load balancers and on the websites' content delivery network (Akamai) Management and creation of DNS records and SSL certificates
  • Ownership of release and change process, create and maintain documentation and diagrams
  • Extract information from the database (SQL), monitor and implement IT security policies
  • Making small modifications to Git repositories
  • Quantitative skills, ability to interpret data and solve logical and technical problems Proactive, diligent and enthusiastic

    • Skills on Resume :

  • Technical Troubleshooting (Hard Skills)
  • Communication Skills (Soft Skills)
  • Coordination and Escalation (Soft Skills)
  • Infrastructure Management (Hard Skills)
  • Release and Change Management (Hard Skills)
  • Database Management (Hard Skills)
  • Problem-Solving Skills (Hard Skills)

    • Job Summary :

  • Managing the intake process of user-reported issues (triage process)
  • Responding to users where appropriate, investigating issues on behalf of the user
  • Assisting the Salesforce Administrator with key tasks
  • Provide technical and administrative support to users
  • Provide guidance, assistance, coordination and follow-up on user questions, and resolves complex problems or malfunctions of all systems applications and software
  • Respond to the more complex escalated problems.
  • Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex user problems
  • Documents and tracks status of user inquiries, coordinates appropriate response and follows up to ensure user satisfaction.
  • Participates in the analysis of user identified issues or problems which may require changes to department procedures, standards or systems
  • Perform a variety of tests (such as regression, integration, platform and performance tests) to confirm stability of software systems
  • Evaluates effectiveness of new utilities and tools

    • Skills on Resume :

  • Technical Proficiency (Hard Skills)
  • Communication Skills (Soft Skills)
  • Problem-Solving Skills (Hard Skills)
  • Organization and Coordination (Soft Skills)
  • Analytical Skills (Hard Skills)
  • Adaptability and Learning Agility (Soft Skills)
  • Application Support Analyst, Lockheed Martin, Bethesda, MD

    • Job Summary :

  • Maintain the stability and efficiency of world-class software and live platforms
  • Investigate technical issues and manage deployment of fixes to live systems
  • Liaise with the Customer and Development teams to resolve important technical issues
  • Join the ABC technology team that will keep producers, reporters and presenters creating best work.
  • These roles will form a team that is the escalation point for front line tech support function.
  • Reporting to the Team Lead.
  • Providing Level 2-3 support for media asset management and workflow applications.
  • Building and maintaining relationships with vendors to stay abreast of future improvements and new features.
  • Building and maintaining relationships with internal stakeholders to establish long term production road maps.

    • Skills on Resume :

  • Troubleshooting (Hard Skills)
  • Deployment Management (Hard Skills)
  • Customer Relationship Management (Soft Skills)
  • Level 2-3 Technical Support (Hard Skills)
  • Stakeholder Engagement (Soft Skills)
  • Adaptability and Innovation (Soft Skills)

    • Job Summary :

  • Advise in the analysis of business requirements and the selection and implementation of technical solutions
  • Continuously adopt a proactive approach to ensuring the reliability and availability of systems.
  • Advise on tools, best practice techniques and methodologies.
  • Develop application test plans, documentation and undertake testing
  • Specify changes to resolve recurring problems within software applications.
  • Carry out data corrections and corrections of application faults, to produce failure free data and reliable applications.
  • Develop application specifications in conjunction with internal customers, to solve business problems and enhance functional performance.
  • Provide flexible support and advice to other support teams.

    • Skills on Resume :

  • Technical Proficiency (Hard Skills)
  • Business Analysis (Hard Skills)
  • Proactive Maintenance (Hard Skills)
  • Knowledge of Tools and Methodologies (Hard Skills)
  • Testing and Documentation (Hard Skills)
  • Problem-Solving Skills (Hard Skills)
  • Data Management (Hard Skills)
  • Application Support Analyst, Intel Corporation, Santa Clara, CA

    • Job Summary :

  • Work alongside Infrastructure and development teams to ensure application issues are resolved by reporting on service now tickets and monitoring active status.
  • As an application support analyst can be involved in first line support for all incidents and requests (internal and external matters).
  • Working closely with analysts providing data and various technical support
  • Assisting with ServiceNow at a timely manner
  • Answering telephone / email queries from internal and external stakeholders.
  • General administration support across the application support team will also be involved.
  • Experience of analysing information, good communication skills and an eye for detail are key for this role.
  • Act as an admin for mission critical systems such as : Salesforce, Lending Applications like Mortgage Cadence and Meridian Link or core systems such as Symitar.
  • Simplify complex processes through the use of technology and automation to provide members and staff with extraordinary experiences.
  • Support strategic initiatives through the administration and configuration of critical systems.
  • Play a critical role in maintaining 99.9% uptime across network.
  • Ensure satisfactory audit and compliance reviews by implementing bullet proof processes and procedures.

    • Skills on Resume :

  • Technical Aptitude (Hard Skills)
  • ServiceNow Proficiency (Hard Skills)
  • Communication Skills (Soft Skills)
  • Analytical Skills (Hard Skills)
  • Attention to Detail (Soft Skills)
  • Process Improvement and Automation (Hard Skills)
  • System Administration (Hard Skills)
  • Compliance and Audit Management (Hard Skills)
  • Application Support Analyst, Northrop Grumman, Falls Church, VA

    • Job Summary :

  • Provide day-to-day level 2 application support and customer service
  • Document support activities thoroughly, accurately and in a timely manner
  • Participation in collaborative reviews with the product and technical teams
  • Assist with in region customer onboarding activities
  • Build out knowledge base material for optimising support processes
  • Work closely with the business and technology teams to analyze and resolve issues with 3rd party and in-house portfolio management and trading systems
  • Provide day to day application level support for production incidents
  • Have a keen eye on the production environment and following all the protocols with regards to production changes throughout the day
  • Central point of contact for all Equities, Fixed Income, Multi-Asset and FX Technology related escalations
  • Ensure all incidents are effectively logged, escalated, and followed up on
  • Provide a consistently high level of client service to business partners

    • Skills on Resume :

  • Technical Support Skills (Hard Skills)
  • Documentation Skills (Hard Skills)
  • Customer Onboarding Skills (Soft Skills)
  • Knowledge Management Skills (Hard Skills)
  • Analytical Skills (Hard Skills)
  • Attention to Detail and Compliance (Soft Skills)
  • Application Support Analyst, Honeywell, Charlotte, NC

    • Job Summary :

  • Providing technical and functional expertise in resolving business operations issues related to IT systems / applications
  • Plan and execute integration and acceptance testing
  • Provide consultation to users, document issues and resolutions
  • Lead cross-functional linked teams to address business or systems issues.
  • Provide timely response to production systems incidents to business users
  • Provide Level 2 and above application support
  • Perform system troubleshooting for complex systems / application issues in identifying cause of issues
  • Provide fixes and / or workarounds to issues to enable quick resumption of production operations
  • Collaborate with IT services and incidents response team and cross functional teams in resolving reported issues
  • Perform root cause analysis and post incidents reviews and incorporate root cause fixes to the base product (i.e. systems and applications)
  • Partner with Enterprise Product team in delivering fixes and incorporation of designs that consider user experience and supportability

    • Skills on Resume :

  • Technical and Functional Expertise (Hard Skills)
  • Integration and Acceptance Testing (Hard Skills)
  • Consultation and Documentation (Soft Skills)
  • Incident Response (Hard Skills)
  • Application Support (Hard Skills)
  • Troubleshooting and Issue Resolution (Hard Skills)
  • Collaboration and Root Cause Analysis (Soft Skills)

    • Job Summary :

  • Perform minor enhancements to base products
  • Expand knowledge base for recurring issues and enable incidents response team to deal with such repeated issues
  • Provide continuous education to business users on relevant systems usage and behaviors
  • Provide consultation to user inquiries
  • Could participate in product / application testing before it is released
  • Part of the on-call arrangement for time-critical issues occurring during off-business hours
  • Works independently, with guidance in only the most complex situations.
  • Support with all the applications' ongoing development and production across all business functions from front office to back office, most of which are business and time critical
  • Maintain the production systems with high stability
  • Monitoring and reporting on the status and health of UBS trading systems
  • Contribute expertise to the management of existing and new IT products and services, including changes, upgrades, etc..

    • Skills on Resume :

  • Technical Aptitude (Hard Skills)
  • Problem-Solving (Soft Skills)
  • Communication Skills (Soft Skills)
  • Flexibility and Availability (Soft Skills)
  • Stability Maintenance (Hard Skills)
  • Adaptability (Soft Skills)
  • Attention to Detail (Soft Skills)
  • Application Support Analyst, Raytheon Technologies, Waltham, MA

    • Job Summary :

  • Working with customers to gain an understanding of business requirements, and ensure that customers' expectations are understood and met.
  • Utilize diagnostic and other tools to monitor, maintain, troubleshoot and restore service or data to systems and document the results.
  • Troubleshoots network, hardware and software issues and coordinates resolution with users, vendors and internal service groups.
  • Represent Core team in Project Scrum meetings and Root Cause analysis.
  • Participate in application project implementations, maintenance, and upgrades.
  • Use sound judgment to make effective recommendations to management, customers, and peers.
  • Will update and develop new documentation for departmental procedures.
  • Be a mentor to junior team members in regards to proper procedures and technical concepts.
  • Individual should work well independently and as a member of a high performance team.
  • Required to carry an individual paging device and work periodic schedule on-call rotation (24x7).
  • Acts as an escalation point for Core production tickets.

    • Skills on Resume :

  • Customer Relationship Management (Soft Skills)
  • Technical Troubleshooting (Hard Skills)
  • Communication and Coordination (Soft Skills)
  • Project Management (Hard Skills)
  • Sound Judgment (Soft Skills)
  • Documentation (Hard Skills)
  • Teamwork and Independence (Soft Skills)
  • Application Support Analyst, Textron, Providence, RI

    • Job Summary :

  • Provide 1st line user support for Clients using RiskConsole.
  • Provide client with exceptional service whether by phone, email, etc.
  • Respond to incoming support issues and minor enhancements.
  • Identify root causes of issues and resolve or escalate to the appropriate team.
  • Manage customer expectations and communicate status and resolution.
  • Communicate to others clearly issues and importance under pressure.
  • Use bespoke system tools to monitor and make changes.
  • Using the internal systems, to log monitor and assign support cases through lifecycle
  • Develop a deep understanding of software while sharing knowledge with others.
  • Support Client Engagement Managers with client queries or with chargeable system tasks on behalf of the Client Administrator

    • Skills on Resume :

  • Technical Proficiency with RiskConsole (Hard Skills)
  • Exceptional Customer Service Skills (Soft Skills)
  • Problem-Solving and Troubleshooting (Hard Skills)
  • Effective Communication (Soft Skills)
  • Adaptability and Flexibility (Soft Skills)
  • System Monitoring and Management (Hard Skills)
  • Case Management and Documentation (Hard Skills)
  • Knowledge Sharing and Collaboration (Soft Skills)
  • Application Support Analyst, Caterpillar Inc., Deerfield, IL

    • Job Summary :

  • Provide 1st / 2nd line support for all IT core business applications
  • Logging the nature of the problem, investigating and resolving where possible
  • Escalate urgent problems requiring more in-depth knowledge to appropriate resources within the company or externally.
  • Maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers
  • Provide issue resolution within the assigned Service Level Agreements and pro-actively reduce the opportunity for calls
  • Liaise with external suppliers for call tracking and resolution within agreed Service Level Agreements
  • Work side by side with users to understand challenges and IT issues daily and make recommendations for application improvements
  • Develop custom reports and simple tools to meet IT and user needs
  • Ensure that all working practices comply with Health and Safety legislation

    • Skills on Resume :

  • Technical Proficiency (Hard Skills)
  • Problem-solving (Soft Skills)
  • Communication (Soft Skills)
  • Time Management (Soft Skills)
  • Customer Service (Soft Skills)
  • Analytical (Hard Skills)
  • Compliance (Hard Skills)
  • Application Support Analyst, Accenture, Chicago, IL

    • Job Summary :

  • Manage and resolve incidents, service requests and problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines.
  • Develop and maintain technical documentation for Application Support
  • Conduct thorough system analysis
  • Perform the role of an Incident Manager to drive the return of service due to an incident
  • Gain in depth knowledge of the customer area functions, applications, and system components.
  • Coordinate various technology groups in order to solve issues or recommend solutions.
  • Handle multiple concurrent tasks and assist in reprioritization of outstanding issues.
  • Coordinate and execute special Core team project requests.
  • Collaborate with cross-functional teams to understand needs and work towards global IT solutions
  • Define workarounds for known errors and initiate process improvements
  • Maintain a knowledge database, share workload with team members

    • Skills on Resume :

  • System Analysis (Hard Skills)
  • Incident Leadership (Hard Skills)
  • Domain Knowledge (Hard Skills)
  • Coordination (Soft Skills)
  • Task Management (Soft Skills)
  • Process Improvement (Soft Skills)

    • Job Summary :

  • Learn a wide range of technologies, client's investor servicing platforms
  • Join a team of highly motivated and experienced colleagues who thrive in delivering the next generation of technology to clients.
  • Build active partnerships with clients to provide independent, trusted advice and deliveries.
  • Participate in new opportunities and assist in delivering solution proposals across multiple clients
  • Develop career through Academy and mentoring programs to ensure grow with us.
  • Become certified in various technological solutions such as Microsoft Azure, AWS and ITIL.
  • Provide updates to clients at every step of the process.
  • Communicate with clients via e-mail.
  • Own and triage help support tickets including coordination amongst professional services and development teams

    • Skills on Resume :

  • Technological Proficiency (Hard Skills)
  • Client Relationship Management (Soft Skills)
  • Solution Proposal Development (Hard Skills)
  • Certifications (Hard Skills)
  • Problem-Solving and Analytical Skills (Hard Skills)
  • Communication (Soft Skills)
  • Application Support Analyst, American Express, New York, NY

    • Job Summary :

  • Managing issues as they arise and providing resolutions or workarounds that maintain the validated state of the system.
  • Leading root cause analysis investigations to prevent reoccurrence of incidents and problems.
  • Management and production of system reporting to support Service agreements and proactive system management.
  • Work with suppliers, supporting annual reviews
  • Ensure appropriate technical knowledge transfer is completed
  • Issue resolution activities are complete appropriately to maintain system compliance
  • Active management of software licenses.
  • Managing routine maintenance activities such as server restarts, and general system housekeeping activities including knowledge of application logs.
  • Managing the full lifecycle of changes on allocated systems to ensure change requests are fulfilled according to standard operating procedures.
  • Leading / Participating in upgrade projects.

    • Skills on Resume :

  • Root Cause Analysis (Hard Skills)
  • Reporting and Documentation (Hard Skills)
  • Knowledge Transfer (Soft Skills)
  • Compliance Management (Hard Skills)
  • System Maintenance (Hard Skills)
  • Change Management (Soft Skills)
  • Application Support Analyst, PNC Financial Services, Pittsburgh, PA

    • Job Summary :

  • Risk / Impact assessment of any application patches or upgrades provided by the Vendor to manage end-of-life risk and wider implications of required changes / updates.
  • Manage of technology dependency roadmap
  • Ensure that Operating systems, databases and any 3rd party technical applications do not pose a risk to the system by going end-of-life / unsupported.
  • Adhering to the Disaster Recovery Schedule to ensure the overall system can be recovered / restored to support defined RPO and RTO.
  • Holder to proactively manage the improvement of both of these measures to provide improved service.
  • Testing of the applications to ensure system works correctly following critical server patching.
  • Assisting with Periodic reviews of GxP Systems.
  • Provide comprehensive support and end user documentation for all systems
  • Project implementations to improve support team knowledge and the end user experience.
  • Fulfilling the role of Subject Matter Expert for all assigned technologies.

    • Skills on Resume :

  • Disaster Recovery Planning (Hard Skills)
  • Testing Skills (Hard Skills)
  • GxP Systems Compliance (Hard Skills)
  • Documentation (Hard Skills)
  • Project Management (Soft Skills)
  • Application Support Analyst, 3M Company, Saint Paul, MN

    • Job Summary :

  • Responding to customer service incidents / requests
  • Providing updates to requests on the IT Service Management tool
  • Liaising with customer contacts to analyse, review and explain request solutions
  • Analyse requests to determine categorization – for example, incident Vs change request
  • Working with the Comma Support Desk manager to agree on priorities and capacity
  • Providing input into customer service management reporting
  • Undertaking small software changes in-line with Customer Improvement projects / initiatives.
  • Working through the application support team ticket queue ensuring tickets are dealt with in a consistent and professional manner.
  • Following documented processes to help resolve common problems.
  • Monitor and manage the escalations queue to ensure service requests and incidents across the application estate are dealt with in a timely manner.
  • Triage of incidents e.g. log gathering, steps to reproduce etc.
  • Help improve process documentation for common tickets.

    • Skills on Resume :

  • Customer Service Skills (Soft Skills)
  • Communication and Liaison (Soft Skills)
  • Analytical Skills (Hard Skills)
  • Collaboration and Teamwork (Soft Skills)

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