Senior Application Support Analyst

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
• Automation and monitoring processes for alerts to proactively spot issues before the customer
• High-Level Business Impact Analysis
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance)
• Trend analysis to address root causes
• Continuous service improvement to reduce incid...