Principal Analyst / Specialist - Tech Ops & Support

OBJECTIVES/PURPOSE

The Principal Application Support will be responsible for ensuring the smooth operation, maintenance, and enhancement of software applications used by the R&D BU/BFs.  This role requires a blend of technical expertise, problem-solving skills, and excellent communication abilities to provide support for 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.