IT Operations Analyst and Application Support Specialist

IT Operations Analyst

IT Support Specialist Job Description

Role: IT Support Specialist will be responsible for providing technical assistance and support to application users. He/She should help resolve issues related to a company's applications and services, ensuring a seamless and satisfactory user experience. The Support Specialist role should demonstrate business process understanding to gain and assess user requirements to support applications that meet team/company goals. You will be part of a core responsible for crafting, building, and maintaining the MEA applications and related technologies for the Sales, Marketing, Pricing departments, Procurement, Operations and HR.

Skills and Qualifications :

• Must have
  • Minimum of 7-8 years of IT SDLC & Application Support specialist experience.
  • Bachelor’s degree in IT or Related field.
  • Experience in Microsoft technologies Asp.net, MVC.
  • Experience of ETL, SQL Server management.
  • Experience in Reporting platforms SSRS and PowerBi.
  • Experienced in Microsoft Azure and Data Lake Environment.
  • Experience with Front end development html 5, javascript, AngularJS.
  • Deliver updates, designing, development, testing and release of applications using Azure DevOps.
  • Monitor and resolve tickets on ServiceNow.
  • Perform system checks and software updates as required.
  • Problem-solving skills and ability to communicate across matrix teams. (i.e. business/technical). Experience with system integrations and understanding how to fix data discrepancies.

• Good to Have
  • PowerApp development experience is a Plus.
  • Experienced in Mobile technologies Xamarin, APIs is a Plus.
  • Solid understanding of overall sales, accounting and operational businesses, with in-depth knowledge of Lead-to-Cash processes preferred.
  • Flexible and adaptable learning and understanding new technologies.

Key Responsibilities:

• Assess and troubleshoot customer issues related to applications.
• Document customer interactions, including inquiries, complaints, or comments.
• Train customers to use products and services.
• Collaborate with product development teams to improve applications based on customer feedback.
• Work with business partners to define and document user stories, existing and to-be business processes and functional requirements
• Triage new requests and set appropriate delivery expectations with business partners
• Multi-functional projects for technical development that involve integration between Salesforce and other applications
• Accountable that the technical solution designs meet the functional requirements specified by the Stakeholders and Business Analyst.
• Accountable that technical solution design meets platform architecture guidelines. Provide feedback to the architecture community on architecture and design.
• Accountable that work meet requirements with regards to Software Quality, reliability, availability, performance, and security & compliance aspects of the solution.
• Supports the Business Analyst, Project Manager, and Delivery Manager on leading, tracking, and forecasting of solution development and delivery.
• Responsible for validating test strategy and plan, test cases, automation, regression, and test execution.

Experience Level

Mid Level