About the company:
randstad is the #1 hr services provider in the world, and we are looking for an
application support analyst
to join our nearshore center at randstad mexico. This is your chance to join a dynamic, collaborative, and fast-paced environment where your expertise will make a real impact
required:
• 5+ years of software application support management experience working with different business applications.
• this person must be able to handle tier 1 application support, manage tickets, routing tickets to the right person, metrics on ticket stats, low level reporting from various sources, etc.
• looking for someone who can do application support, not network/it support.
• servicenow experience.
• understands jira.
• preferably someone with prior experience administering sharepoint—not just granting access but also configuring and customizing sharepoint sites on our bay page, monitoring usage, and managing some integrations with other systems.
• for application support, they need to be able to quickly learn our internal third-party applications to provide tier 1 support (configuration as needed), manage slas for tickets, ensure the right user is assigned tickets and assist in prioritization. They also need to gather and present metrics related to application tickets.
essential functions:
• tier 1 application support:
o provide first-level support for all internal third-party applications.
o troubleshoot and resolve basic configuration and usage issues.
o escalate complex issues to appropriate tier 2/3 teams.
• ticket management:
o monitor and manage incoming support tickets.
o route tickets to the correct team or individual based on issue type.
o ensure tickets are assigned to the appropriate users and assist in prioritization.
o track and enforce sla compliance for all application-related tickets.
• metrics & reporting:
o gather and analyze metrics related to ticket volume, resolution time, and sla adherence.
o create and maintain low-level reports from various data sources.
o present ticket and application support metrics to stakeholders regularly.
• application knowledge & learning:
o rapidly learn and understand internal third-party applications.
o maintain documentation for application configurations and support procedures.
o configure applications as needed to support business operations.
• sharepoint administration:
o administer and customize sharepoint sites.
o configure site layouts, permissions, and integrations with other systems.
o monitor usage and performance of sharepoint environments.
o collaborate with teams to enhance sharepoint functionality and user experience.
knowledge, skills, and abilities:
• technical proficiency:
o familiarity with ticketing systems (e.g., jira, zendesk) and sla management.
o basic understanding of application configuration and troubleshooting.
o ability to quickly learn and support third-party business applications.
o experience with low-level reporting tools and data extraction from various sources (e.g., excel, sql, apis).
• analytical & reporting skills:
o ability to gather, analyze, and present metrics related to application support and ticket performance.
o strong attention to detail in tracking ticket trends and sla compliance.
o competence in creating dashboards or visual reports for stakeholders.
• communication & collaboration:
o clear and professional communication skills for interacting with users and technical teams.
o ability to route and prioritize tickets effectively based on issue type and urgency.
o strong customer service orientation and problem-solving mindset.
• sharepoint administration:
o hands-on experience with configuring and customizing sharepoint sites.
o knowledge of sharepoint permissions, site structure, and usage monitoring.
o familiarity with integrating sharepoint with other systems and tools.
• organizational skills:
o ability to manage multiple tasks and tickets simultaneously.
o strong time management and prioritization skills.
o proactive approach to identifying and resolving recurring issues.
• adaptability & learning agility:
o quick learner with the ability to adapt to new tools and technologies.
o willingness to document processes and share knowledge with the team.
benefits:
100% remote position.
a 4-month contract with strong potential for renewal.
attractive compensation & benefits package.
at randstad, we love to celebrate our hardworking diverse teams demonstrated through our ongoing commitment and diversity awards. Ranked as a 2021 diversityinc top 50 company, a 2021 top 10 global champion for supplier diversity & inclusion, a military friendly company for veterans, military spouses & suppliers, 2021 staffing industry analyst top 50 diversity, equity & inclusion influencer to name a few. We are proud of our collaborative culture which is at the heart of randstad. When you join randstad, you will receive opportunities for competitive & robust benefits, flexible schedules, and the assurance that everyone can be their authentic selves. We are seeking candidates from all backgrounds and demographics and a variety of industries to join a winning team
equal opportunity employer: race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, protected veteran status, or any other legally protected group status. At randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants.