Application Support Analyst
vTech Solution
Job Summary:
The ITSM / Application Support Analyst is responsible for providing operational and technical support for cloud-based applications, reporting systems, databases, and analytics platforms. This role focuses on incident management, problem resolution, and service delivery to ensure reliable system performance while delivering excellent customer service within a data and analytics ecosystem. Responsibilities:
- Provide Tier 1 and Tier 2 application support services.
- Monitor system health, application availability, and service performance.
- Respond to incidents, service requests, and technical issues promptly.
- Perform root cause analysis and manage problem resolution activities.
- Support change management and release deployment processes.
- Maintain service desk tickets, knowledge articles, and support documentation.
- Track and report on SLA performance metrics.
- Assist in disaster recovery testing and continuity planning.
- Support user account management and access control processes.
- Coordinate with developers, engineers, and cybersecurity teams to resolve issues.
- Support ITIL-aligned service management processes.
- Bachelor's degree or equivalent experience in Information Technology or related discipline.
- 3+ years of application support or IT service management experience.
- Experience with ITSM tools such as ServiceNow, Jira Service Management, or equivalent.
- Knowledge of incident, problem, and change management processes.
- Strong troubleshooting and customer service skills.
- Ability to obtain and maintain a Secret Clearance.
- ITIL Foundation Certification.
- Experience supporting cloud-hosted applications.
- Experience with database troubleshooting and analytics platforms.
- Experience supporting DoD or federal environments.
- Must be able to obtain and maintain a Secret Clearance.
- Support may require coordination with cybersecurity teams and adherence to federal security standards.
- Work schedule and shift pattern not explicitly stated; may require flexibility to support operational needs and incident response.
Vacancy posted 2 days ago
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