As an Application Support Analyst at Version 1, you will play a key role in ensuring the successful delivery of IT services to our client. The successful candidate support business critical applications for our customer, manage relationships with key stakeholders and ensure that service level agreements (SLAs), service commitments and project deliverables are met.
You’ll be responsible for:
- Troubleshoot incidents and problems to resolution while maintaining the highest levels of customer satisfaction.
- Proactively monitor systems, respond to alerts, and schedule preventative maintenance and corrective work.
- Have a good working knowledge of service management, working to SLAs, and/or experience working in an ITIL environment.
- Manage software releases, ensuring planned changes are deployed in accordance with the Change Management process and scheduled appropriately.
- Write effective support documentation and standard operating procedures and maintain all IT Operations process and procedure documentation accordingly.
- Be a focal point to resolve day-to-day user and application incidents and service requests and manage their resolution or escalation in a timely and effective manner.
- Develop training, support, and knowledge management materials.
- Offer guidance and best practices to ensure IT applications and services are operating optimally.
- Provide IT support input in the selection and development of tooling and process development in line with changing business requirements.
- Manage small to medium projects/work activities or sections of larger projects and interact with stakeholders to ensure business requirements are met.
- Participate in the delivery and complete transition of new IT applications and services in line with service acceptance criteria.
- Contribute to Disaster Recovery and Business Continuity planning, maintenance, and support.
Participate in out-of-hours support and maintenance when required
