100% remote position.
globally recognized client.
full benefits
lead application support analyst
this position is within the global support team for p- media supply chains global scheduling platforms. The application support analyst role is one for a versatile and highly motivated individual who supplies front line application support and customer service to multiple critical business applications. Being a vital part of the global scheduling platforms team, this role involves triaging and managing scheduling platform production incident tickets and working with scheduling product analysts and engineers for second line of support, to ensure overall customer satisfaction and total resolution of each support incident.
the application support analyst will develop a high level of expertise in p-'s global scheduling platforms in the physical and logical infrastructure associated with these application. He/she will draw on application development, database and systems specialists for additional support when required to supplement their knowledge. His/her goal should be to lead proactive initiatives that minimize the need to be reactive to problems. The application support analyst will be expected to participate in the analysis of root cause factors that prevent production systems and processes from being highly reliable, accurate and efficient. A primary focus will be on the development and implementation of initiatives that eliminate dependence on manual operations and effectively integrate systems and applications with enterprise batch scheduling and enterprise monitoring tools. This individual additionally will be responsible for developing formal documentation on their assigned systems and processes as well as, identifying patching requirements, configuration management and regular formal reporting on application performance.
the lead production support analyst will also be responsible for application maintenance projects to maintain healthy business systems such as hardware refreshes and software releases. He/she will identify areas where technology can lead to increased efficiency and productivity.
responsibilities:
lead a team of application support analysts to resolve issues across multiple scheduling instances globally
prioritize assignments in high visibility mission critical systems
troubleshoot issues quickly and appropriately by identifying immediate remediation, determining root cause, and coordinating long term solution and cross training to other support resources
responsible for best practices implementation, day to day performance and support of mission critical applications and technologies.
responsible for performing the service desk function for assigned applications, working with in region analysts to work through a list of priorities following the incident and problem management processes.
perform application maintenance duties as required including off hours weekly and monthly processes.
manage the off-hours implementation of data base control changes with global team
analyze processes, recommend process improvement, and write formal documentation.
develop contacts and relationships with vendor support organizations.
understand future directions and enhancements of assigned applications.
create executive level documentation of issue burndown charts for ticket resolution and develop and report metrics associated with system and team performance.
define and lead the integration of assigned production systems with the appropriate enterprise monitoring strategies that not only will identify developing issues but take proactive responses.
identify opportunities to eliminate significant amounts of ad hoc reporting requests by developing alternate strategies that give internal and external customers the ability to get the information they need without requesting ad hoc services from it.
must be available for on call support nights and weekends and be available to work a early / late shift cycle.
interact with others in the business and it organization.
work with providers of software and hardware products as well as consulting vendor service providers.
experience in software testing including development of test cases, test scripts, testing schedules and defining user acceptance criteria.
conduct functional, regression, integration and system testing and support of user acceptance testing (uat).
experience in automated testing solutions
requirements:
undergraduate degree, required.
experience with operative's integrated broadcast management system (ibms), or mediagenix's whatson
experience leading a team of application support analysts
working knowledge of the windows operating environment.
competency in relational database structures, particularly sql and oracle pl*sql.
experience in service desk environments and it ticket resolution workflows
experience with service now, jira or other ticket management software
experience with process documentation and process documentation tools (such as powerpoint and visio).
excellent analytical, communication (both verbal and written), facilitation/organizational skills.
very strong results with people and thought leadership skills.
strategic, innovative thinking and vision.
strong business acumen.
excellent analytical skills.
solid understanding of technology.
excellent organizational skills with particular attention to detail
ability to work independently in a fast-paced environment
ability to learn new skills and concepts quickly
experience in the media industry is a plus.
experience with enterprise reporting environments such as business objects, crystal reports a plus.
tipo de puesto: tiempo completo
sueldo: a partir de $60,000.00 al mes
beneficios:
* seguro de gastos médicos mayores
* seguro dental
* seguro de vida
* vales de despensa
pregunta(s) de postulación:
* ¿qué nivel de inglés dominas?
* ¿cuánto tiempo tienes de experiencia como líder?
lugar de trabajo: empleo remoto