Application Support and Developer Analyst

Job Role Summary

The IT Support Analyst will provide technical support to end users on various technical issues and problems relating to both in-house and vendor software. Responsible for documenting and resolving service tickets in a timely manner according to the Service Level Agreement (SLA).   Supports timekeeping applications used at Manufacturing sites (refineries and chemical plants).  Job entails troubleshooting vendor and in-house developed applications, as well as working projects to deliver enhancements/new systems/retire old systems.

Job Role Responsibilities

- Monitoring Incidents/Work Orders queue and provide user problem resolution in a global environment
- Identifying/proposing fixes and automation opportunities
- Work with experienced team members, in order to troubleshoot, debug and upgrade existing software, identifying ideas to improve system performance and impact availability, such as moving an application from on-premise to cloud
- Providing proactive communication regarding system outages, issues or workarounds
- Participating in developing/updating functional specifications for programming changes
- Collaborate with other teams to develop solutions or complete changes/fixes
- Developing/updating documentation (System and user)
- Integrate software components and third-party programs. Independently install, customize and integrate commercial software packages.

Expected Level of Proficiency

Key skills required:
• Troubleshooting
• Communication with global team and business contacts
• Flexibility
• Some database (SQL) experience
• Good English verbal & written communication skills
• Ability to learn new technologies
 
Desired, but not required:
• Knowledge of modern technologies such as APIs and Cloud.
• Developer experience (Java, C/C++, PowerShell, etc.)
• Agile team experience / familiarity