Analyst / Specialist I - Tech Ops & Support

Analyst / Specialist I - Tech Ops & Support - R&D / VBU

OBJECTIVES/PURPOSE

The Application Support Engineer will be responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used by the R&D BUs/BFs. This role requires a blend of technical expertise, problem-solving skills, and excellent communication abilities to L1 support Global Safety database, TAGG for SAS, VBU ToriiEMS. The successful candidate will collaborate with various teams to provide comprehensive support and deliver exceptional service.

ACCOUNTABILITIES 

Application Maintenance and Support

• Monitor and maintainapplication systems to ensureoptimal performance, reliability, and scalability.

• Provide Level 2 and Level 3 support for software applications, addressing and resolvingincidentsin atimelymanner.

• Diagnose and resolveapplication-relatedissuespromptly, providing technical support and troubleshooting expertise to end-users.

• Monitor application performance and availability, identifying and resolvingpotentialissuesproactively.

• Perform routine maintenance tasks, includingpatching, updates, and backups, to ensureapplicationstability and security.

• Document and maintain support procedures, troubleshootingguides, and knowledge base articles.

System Administration

• Manage and maintainapplication servers, ensuringthey are running efficiently and securely.

• Implement and monitor security measures to protectapplications and data from unauthorized access and threats.

• Configure and optimize system settings and parameters to enhanceapplication performance.

• Collaborate with IT teams to plan and execute system upgrades and migrations.

User Administration and Access Controls

• Create, modify, or delete user accounts asneeded. Ensurethat users have the appropriate access levelsbased on theirroles and responsibilities.

• Implement and enforce access control policies to protect sensitive data and preventunauthorized access. Thisincludes setting up role-based access controls (RBAC) and regularlyreviewing user permissions.

• Respond to security incidentsrelated to user access and administration.

• Conduct regular security audits to identify and addresspotentialvulnerabilities. 

• Provide training and support to users on security best practices and the proper use of access controls.

• Addressany user-related security issuespromptly and effectively and respond to security incidentsrelated to user access and administration. 

Monitoring and Troubleshooting Application Interfaces

• Conduct regular monitoring of applicationinterfaces to ensureseamless data exchangebetween systems.

• Identify and resolveinterface-relatedissuesswiftly, minimizing impact on business operations.

• Collaborate with development teams to enhanceinterface performance and reliability.

• Documentinterfaceconfigurations, troubleshooting steps, and resolutionprocesses to maintain a comprehensive knowledge base.

• Utilize monitoring tools and logs to proactivelydetect and addresspotentialinterface disruptions.

Incident Management

• Respond to and resolveapplication-relatedincidents, ensuring minimal impact on business operations.

• Coordinate with development teams, system administrators, and other stakeholders to investigate and resolvecomplexissues.

• Track and documentincidents, root causes, and resolutions in the ticketing system.

• Identifyrecurringissues and recommend long-termsolutions to prevent future occurrences.

User Support and Training

• Provideexcellent customer service by addressing user queries and providingguidance on applicationusage and best practices.

• Provide technical support and guidance to end-users, assistingthem in utilizingapplicationseffectively.

• Conduct training sessions and create user manuals to educate users on applicationfunctionality and best practices.

• Act as a liaison between end-users and development teams to communicateenhancementrequests and user feedback.

Service Requests

• Receive and processrequests by accurately log and categorize incoming service requests.

• Follow establishedprocedures to resolve common service requests (Generating reports, adding users, system configurationchanges, data processing, etc).

• Provide clear and concise updates to customers regarding the status of theirrequests.

• Maintaindetailedrecords of all service requests and resolutions.

• Identifyopportunities to improve service requestprocesses.

Enhancements

• Gatherrequirements for applicationenhancements from end-users and stakeholders.

• Evaluateenhancementrequests and prioritizethembased on business needs and impact.

• Responsible for executingapproved service requestsin atimely and efficientmanner.

• Collaborate with product engineering teams, asneeded, to design, test, and implementapprovedenhancements.

• Communicatechanges and updates to end-users, ensuringtheyunderstand new features and improvements.

System Integration and Testing

• Collaborate with development teams to test new releases, patches, and updates before deployment.

• Participate in system integration testing to ensureseamless interaction betweenapplications and other systems.

• Identify and document any issues discovered during testing, working with developers to resolve them.