Application Support Analyst
We are seeking a customer-focused and technically capable Application Support Analyst to join our team. In this mid-level role, you will serve as a tier 1 and tier 2 support on Knowledge Management (KM) applications and platforms. The responsibilities include serving as the point of contact for internal users experiencing issues with IT systems, user setup, routing management, product management, business application requests, enhancement requests, software issues, and network connectivity. The primary goal is to provide prompt, professional technical support to minimize downtime and ensure smooth daily operations across the organization. This requires problem-solving, helping people, and working in a fast-paced environment.
Key Responsibilities:
- Respond to incoming support requests via email ticketing system (JIRA) in a timely and professional manner.
- Provide Tier 1 / Tier 2 troubleshooting and resolution for a wide range of issues.
- Document all support interactions, steps taken, and resolutions in the ticketing system for accurate tracking and knowledge base contributions.
- Escalate complex and unresolved issues to Tier 3 support teams, system developers, functional subject matter experts, and/or quality assurance analysts in a clear and timely manner, while keeping the end-user informed of progress.
- Follow up with users to confirm issue resolution and satisfaction
- Monitor support queues and proactively address tren
