Senior Application Support Analyst

Job Description:

Job Purpose:

The purpose of this role is to provide support and assistance for software applications or platforms within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, with the goal of ensuring a positive and satisfactory experience for customers while representing the organization in a professional and helpful manner.

Key Responsibilities:

• Main and single point of contact for power users, customer-centric and business-oriented (feedback and follow-up).

• Coordination of ticket resolution with internal, external and vendors teams.

• Event- and Incident Management.

• Escalation Management.

• Automation and monitoring processes for alerts to proactively spot issues before the customer.

• High-Level Business Impact Analysis.

• Knowledge Management (Creation of knowled...