Support Analyst

Overview

We are seeking an experienced Application Support Analyst to join our Information Technology, Production Support team. The Application Support Analyst will be responsible for daily support of critical applications, with a unique focus upon Addepar.

Responsibilities

• Assist in identifying, triaging, and resolving issues that arise within the Addepar platform
• Troubleshoot reporting, operational or processing errors within Addepar, propose and implement solutions.
• Partner with client and operations teams to on-board large client relationships with complex alternative asset holdings.
• Partner with the technology team to troubleshoot issues on the Addepar Public API
• Use Python scripts to help automate solutions for users
• Provide daily support to end users within the front, middle and back-office operations teams.
• Fulfill routine service requests submitted by end users in the front, middle and back-office systems.
• Monitor, triage, and resolve or escalate incidents created by end users and by the automated workflow system.
• Identify and escalate major incidents impacting critical business processes and systems.
• Execute deployment packages and upgrades on enterprise systems.
• Create and / or update knowledge base articles regarding procedures, workflows, user guides, process run books, etc.
• Analyze, propose and implement improvements to business processes, system performance and data integrity, to reduce manual processes and increase automation.
• Provide hands-on application support for mission critical systems.
• Work closely with other departments in the implementation of process improvements.
• Provide user application and process training.
• Provide end user application and process training, as required.
• Participate in an after-hours support rotation, typically one week every 4-5 weeks.

Qualifications

Seniority level

Employment type

Job function

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