Senior Application Support Analyst

Senior Analyst

Job SummaryThis role is responsible to provide application support within National Support Center (NSC) Helpdesk and knowledge share with other 2nd level peers for all KPMG applications, and provide 1st level support during live calls/chatsPrincipal Responsibilities​· Assist in ticket handling of Microsoft office applications and 3rd party applications to meet all service level agreements for 2nd level teams, and as an individual
· Assist in developing 1st and 2nd level troubleshooting policies and procedures for the NSC and provide necessary training to NSC
· Keep current with alternative information systems and technologies and make recommendations consistent with the Firm’s business and systems strategies
· Generate ideas to automate current processes
· Handle unexpected application outages 
· Perform project related duties, as assigned or requestedEducationBachelor's Degree or Equivalent Work Experience Years of Experience2 - 4 years Type of Experience​Experience in help desk or 2nd level support rolesQualifications​​· Experience in information systems, technology and support with focus on one or more of these areas: Office applications (2013), Desktop applications (Windows 7), 3rd party applications and service integration, that are internal to KPMG
· Flexibility to work overtime, on weekends and peak times to support a 24x7 environment, with the ability to be on-call during weekends and afterhours. Ability to adhere to rotational shift schedule is required.
· Strong verbal/written communication, problem solving, organizational and independent judgment skills to support an environment driven by customer service and team work. Ability to build productive relationships with peers. Principal Responsibilities​· Assist in ticket handling of Microsoft office applications and 3rd party applications to meet all service level agreements for 2nd level teams, and as an individual
· Assist in developing 1st and 2nd level troubleshooting policies and procedures for the NSC and provide necessary training to NSC
· Keep current with alternative information systems and technologies and make recommendations consistent with the Firm’s business and systems strategies
· Generate ideas to automate current processes
· Handle unexpected application outages 
· Perform project related duties, as assigned or requested EducationBachelor's Degree or Equivalent Work Experience Years of Experience2 - 4 years Type of Experience​Experience in help desk or 2nd level support rolesQualifications​​· Experience in information systems, technology and support with focus on one or more of these areas: Office applications (2013), Desktop applications (Windows 7), 3rd party applications and service integration, that are internal to KPMG
· Flexibility to work overtime, on weekends and peak times to support a 24x7 environment, with the ability to be on-call during weekends and afterhours. Ability to adhere to rotational shift schedule is required.
· Strong verbal/written communication, problem solving, organizational and independent judgment skills to support an environment driven by customer service and team work. Ability to build productive relationships with peers.

Experience Level

Senior Level