Senior Technical Support Analyst

View full description

Requirements:

• 3-5 years of experience in application support, business systems analysis, or software development, with a focus on complex, enterprise-level applications.
• Proven track record of managing and resolving high-priority incidents and complex technical challenges.
• Strong expertise in software systems, troubleshooting methodologies, and root cause analysis.
• Excellent problem-solving skills and a strategic mindset, with the ability to anticipate potential issues and proactively address them.
• Exceptional communication skills, with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders.
• Proficiency in database management and SQL; experience with data analysis and reporting tools is a Plus.
• Proven leadership abilities, with experience mentoring and developing junior team members.
• A commitment to continuous learning and professional development, with a passion for leveraging technology to drive business success.
• Strong customer service skills and ability to handle multiple tasks and prioritize effectively.
• Ability to develop strong product/technology/industry knowledge.

Responsibilities:

• Leading the diagnosis, troubleshooting, and resolution of advanced application issues, providing technical expertise and guidance to junior team members.
• Collaborating with business units to gather and analyze requirements for new features and system enhancements, translating these into actionable technical specifications.
• Developing and implementing robust monitoring and performance tuning strategies to ensure optimal system availability and efficiency.
• Designing and conducting comprehensive training sessions and workshops for end-users and stakeholders to promote best practices and effective use of business applications.
• Creating, updating, and refining technical documentation, policies, and procedures to support ongoing system operations and knowledge transfer.
• Acting as the customer's 'Voice'.
• Proactively identifying opportunities for system optimization and process improvements to drive operational excellence and support business goals.
• Managing and maintaining relationships with external vendors and service providers to ensure quality support and timely resolution of issues.
• Leading efforts in evaluating and integrating new technologies and tools that align with the organization's strategic objectives and future growth.