Application Support Analyst

Application Support Analyst

Client is seeking an experienced Application Support Analyst to join our Information Technology, Production Support team. The Application Support Analyst will be responsible for daily support of core critical applications, with a unique focus upon Addepar. This individual will support instance of Addepar for users at all levels within the company and across business units.

The Application Support Analyst’s Responsibilities:

• Assist in identifying, triaging, and resolving issues that arise within the Addepar platform
• Troubleshoot reporting, operational or processing errors within Addepar, propose and implement solutions.
• Partner with client and operations teams to on-board large client relationships with complex alternative asset holdings.
• Partner with the technology team to troubleshoot issues on the Addepar Public API
• Use Python scripts to help automate solutions for users
• Provide daily support to end users within the front, middle and back-office operations teams.
• Monitor, triage, and resolve or escalate incidents created by end users and by the automated workflow system.
• Identify and escalate major incidents impacting critical business processes and systems.
• Execute deployment packages and upgrades on enterprise systems.
• Create and/or update knowledge base articles regarding procedures, workflows, user guides, process run books, etc.
• Analyze, propose and implement improvements to business processes, system performance and data integrity, to reduce manual processes and increase automation.
• Provide hands-on application support for mission critical systems including, but not limited to:
• Business Process Automation
• Order Management
• Portfolio Accounting and Reporting
• CRM
• Compliance
• Work closely with other departments in the implementation of process improvements.
• Provide user application and process training.
• Provide end user application and process training, as required.
• Participate within the change management process.
• Participate in an after-hours support rotation, typically one week every 4-5 weeks.

Job Requirements

• Bachelor’s degree is required, preferably in Information Systems, Information Technology, finance, accounting, an economics concentration or a related field.
• Minimum of 6 years of similar Application Support experience in a comparable environment.
• 2 years’ experience using Addepar required.
• Advent/APX, eFront or similar accounting product experience is a plus.
• Batch scheduling tools and workflow/job automation experience.
• Intermediate level knowledge of the SQL syntax.
• Excellent analytical and troubleshooting skills, with an emphasis on root cause analysis.
• Excellent organizational, teamwork and time management skills.
• Excellent oral and written communication skills.
• Ability to handle multiple parallel tasks.
• Ability to engage and coordinate directly with vendors.
• Ability to present relevant information to all levels of the organization.
• Ability to work quickly and independently in a fast-paced environment.
• ITIL Foundation familiarity and/or experience is a plus.