Senior Associate – Application Support 22J25

The Senior Associate – Application Support 22J25 is a pivotal position within our IT support team, responsible for delivering advanced technical assistance and guidance to users encountering software-related issues. In this role, you will be the key contact for addressing complex queries and problems that frontline support cannot resolve. You will work collaboratively with cross-functional teams to understand, troubleshoot, and resolve application problems, ensuring seamless user experience and application performance. Your deep technical expertise, combined with excellent communication and problem-solving skills, will be instrumental in enhancing the efficiency and reliability of our software applications. This is an excellent opportunity for a professional with a strong technical background looking to contribute to a dynamic and fast-paced environment.

Responsibilities

• Provide high-level application support for complex software issues and problems.
• Receive, document, and manage user inquiries and technical issues promptly.
• Work closely with development teams to troubleshoot and resolve application defects.
• Ensure effective communication with users regarding the status of their incidents and requests.
• Conduct regular system checks, updates, and performance tuning to maintain application health.
• Participate in the deployment and testing of new application versions or patches.
• Identify and recommend updates or modifications to improve application performance.
• Develop and deliver training materials and manuals for users on application use.
• Maintain accurate records and create reports on support activities and system performance.
• Assist in the disaster recovery planning and execution for critical applications.
• Continuously improve support processes and workflows to increase efficiency.
• Act as a mentor and provide guidance to junior support team members.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of 4 years experience in application support or a similar role.
• Strong understanding of software development life cycle and IT service management.
• Excellent troubleshooting skills with a detail-oriented approach to problem-solving.
• Proficiency in SQL, databases, and data integration technologies.
• Exceptional communication skills, both verbal and written, for user support.
• Ability to work collaboratively in a team-oriented and fast-paced environment.