Application Support Analyst

San Antonio, Texas

Type: Contract

Category: Energy

Compensation Range: 46.43 Per Hour

Job ID: 146389

Date Posted: 10/17/2019

Application Support Analyst

San Antonio, TX

System One is currently seeking a Application Support Analyst on a 3 month contract position located in San Antonio, TX.

Application Support Analyst Responsibilities:

  • Serves as the company’s Subject Matter Expert providing oversight and coordination on outsourced products and software as a service programs and services Eg
  • Experience Management Suite of Products
  • Serves as the first key point of contact for triaging, monitoring and evaluating ongoing application services as well as leading the evaluation and implementation of new changes for the ongoing project implementation
  • Key duties Provides oversight for key production online operational systems that are relied upon 24x7 by customers
  • Monitors day to day performance of our SaaS Eg Kubra suite of products and services.
  • These currently include Kubra bill print, payment processing (EZ Pay),outage map (Storm Center),Notify and in the future will include mobile apps and customer preferences and notification platforms
  • Initiates investigation and handles resolution of any disruption of services or failure to meet established service level agreements
  • Assist with root cause and failure analysis to resolve systems problems
  • Review and lead client support and operational issues, assisting the cross-functional internal Application Support IT and business team with understanding of implementations and resolution of problems
  • Serves as an initiator of new ticket/service and change requests for the outsourced vendor
  • Coordinate/Lead troubleshooting meetings with vendor and personnel across cross-functional teams on SaaS Integrated technologies (SAP, Middelware, Databases, Web Technologies)
  • Accepts and interprets change requests from the outsourced vendor for routine maintenance and upgrades
  • Informs the production teams to help them evaluate and institute the changes
  • Provides documents for the necessary change management teams to guide the introduction of system modifications
  • Prepares periodic performance summary reports for management summarizing the vendor’s performance, costs, savings compared to previous operations, and inflight change requests
  • Maintains a list of changes and enhancements requested by users and serves as point of contact in evaluating the feasibility and possibility of these changes
  • Submits these to the outsourced vendor according to the vendor’s contract terms
  • Effectively monitor minor incidents, initiate problem management reports, create internal cases, and ensure resolution of the different alert types, by following provided documentation
  • Monitor infrastructure alerts, create and triage cases, and respond to customer inquiries using established procedures and greeting
  • This position is required to work a rotating shift consisting of daytime and overnight shifts Fulfill service requests

Application Support Analyst Requirements:

  • Bachelor's degree with specialization in business, computer sciences, information systems, IT or other computer related discipline
  • 3+ years of experience of 24/7 IT support related environment
  • Previous experience with SaaS platforms involving technical support and running operations between in-house and outsourced teams.
  • Advanced analytic and presentation skills (Eg Adobe/Google) to monitor and interpret performance of SaaS Platforms
  • Experience with wide-scale customer service management technology platforms
  • Experience in Kubra Suite of Products (iDoxs, DocWeb etc) would be a plus
  • Exposure to Utility Sector Enterprise Tech. stack would be a plus ERP-SAP, WebTech (Java, JS,JSON),GIS ,IVR and OMS (Outage management Systems),SCADA etc.•
  • Strong knowledge of diverse hardware, software, and operating systems and working knowledge of database concepts and tools
  • Experience working in Windows and Linux environment
  • Strong execution track record on problem analysis and resolution
  • Experience communicating in a professional setting, and explaining technical issues to those unfamiliar with a subject via email, telephone and in-person
  • Excellent communication skills, both written and verbal
  • Flexibility to work in a fast-paced environment
  • Ability to manage work multiple tasks simultaneously

Duration: 3 months

Location: San Antonio, TX

Pay Rate: $46.43