Technology Support Analyst

Position Overview

We are seeking a Technology Support Analyst who will provide technical and business support for our internal users, ensuring application stability and prompt issue resolution. Location: Chicago, Miami, and Grapevine, TX. Chinese language proficiency is mandatory for our Chicago location.

Key Responsibilities

• The Application Support Analyst provides technical and business support for internal users.
• Provides quick resolutions to application issues, driving stability, efficiency, and effectiveness improvements to support business operations.
• Maintains application systems that have completed the development stage and are in daily use.
• Manages, maintains, and supports applications and their operating environments, ensuring stability, quality, and functionality per service level expectations.
• Performs start-of-day checks, continuous monitoring, and regional handover.
• Conducts same day risk reconciliations.
• Develops and maintains technical support documentation.
• Identifies ways to maximize the potential of the applications used.
• Assesses risk and impact of production issues and escalates them to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly.
• Formulates and defines scope and objectives for complex application enhancements and problem resolution.
• Reviews and develops application contingency planning to guarantee availability to users.
• Partners with development and production support teams to prioritize bug fixes and support tooling requirements.
• Participates in application releases, from development and testing to deployment in production.
• Engages in post-implementation analysis to ensure effective system design and functionality.
• Considers the implications of applying new technology to the current environment.
• Identifies risks, vulnerabilities, and security issues, and communicates their impact.
• Ensures essential procedures are followed and helps define operating standards and processes.
• Acts as a liaison between users/clients, internal technology groups, and vendors.
• Raises problems to the appropriate technology and business teams, adhering to Service Level Agreements.

Required Qualifications

• Requires good analytical skills to filter, prioritize, and validate complex and dynamic material from multiple sources.
• 4+ years experience installing, configuring, or supporting business applications and technology hardware.
• 2+ years experience with programming languages and a willingness/ability to learn new technologies.
• Advanced execution capabilities and the ability to quickly adjust to changes and re-prioritize tasks.
• Effective written and verbal communication skills, with the ability to explain technical issues in simple terms for non-IT staff.
• Demonstrated strong analytical skills.
• Experience with issue tracking and reporting tools.
• Knowledge and experience with problem management tools.
• Ability to plan and organize workload efficiently.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Ability to communicate appropriately with relevant stakeholders.
• 2+ years of experience or knowledge in:
  • Unix/Linux skills
  • SQL
  • Application server and webserver middleware software (Tomcat and Apache preferred) for tasks such as restarting services, reviewing and analyzing logs, and understanding code deployment processes
  • Scheduling tools (Autosys, Control M, Tivoli)
  • Monitoring tools (Apps Dynamics, Splunk)
• Bachelor's/University degree in computer science, information technology, or equivalent experience.