Senior Application Support Analyst

Job Description:

Role: IT Application Support Analyst

Duration: Contract

Remote

Location: India

Need to be able to be work in US hours 6PM to 3AM.

IT Application Support Analyst – working EST or CST US hours.

• We need this person to be able to handle tier 1 application support, manage tickets, routing tickets to the right person, metrics on ticket stats, low level reporting from various sources, etc. We would need them to work US hours.
• We are looking for someone who can do application support, not network/IT support.
• They also reference Servicenow skills, we need someone who understands JIRA. We would also love to have someone who has administered Sharepoint before, rather than just providing access.
• This would include configuration and customization of Sharepoint sites on our Bay page, monitoring usage, and some integrations with other systems.
• For application support, they need to be able to quickly learn our internal third-party applications to provide tier 1 support (configuration as needed), manage SLAs for tickets, ensure the right user is assigned tickets and assist in prioritization.
• They also need to gather and present metrics related to application tickets.