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Application Support Analyst Resume Examples

Are you looking for a job as an Application Support Analyst? If so, you’re probably in the middle of building your resume. Crafting an effective resume can be a daunting task, but it doesn’t have to be. With this guide, you’ll learn how to write an Application Support Analyst resume that stands out and gets you noticed by hiring managers. We’ll review what to include in your resume, provide some examples and tips, and even suggest a few resume-writing services that can help you create a resume that makes a great first impression.

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Application Support Analyst

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced Application Support Analyst with 8 years of experience managing the implementation, maintenance, and monitoring of software systems, providing 1st and 2nd line support, and working with customers to diagnose and solve technical issues. I have a strong technical background with a strong understanding of IT systems, web applications, and databases. I have excellent communication and problem- solving skills and I am available to start work immediately.

Core Skills :

• Application support and maintenance
• Software monitoring and diagnostics
• IT systems and web application troubleshooting
• Database management
• Customer service and support
• Problem solving and critical thinking
• Documentation and report writing
• Technical and non- technical communication

Professional Experience :

Application Support Analyst – ABC Inc. – 2017- 2021

• Led the implementation, maintenance, and monitoring of software systems
• Provided 1st and 2nd line support, and interacted with customers to diagnose and solve technical issues
• Monitored system performance, identified and addressed any issues
• Developed and updated technical documentation, user manuals, and SOPs
• Collaborated with cross- functional teams to identify and resolve any technical issues

Application Support Technician – XYZ Inc. – 2013- 2017

• Performed troubleshooting and maintenance of IT systems, web applications, and databases
• Developed and implemented technical documentation and user manuals

Education :

Bachelor of Science in Computer Science – ABC University – 2010- 2013

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Application Support Analyst Resume with No Experience

Recent college graduate with significant knowledge in troubleshooting, software programming, and customer service. Passionate about technology and eager to obtain a role as an Application Support Analyst.

• Strong technical knowledge in software applications
• Highly organized and detail- oriented
• Excellent problem- solving and analytical skills
• Excellent communication, interpersonal, and customer service skills
• Ability to work in a fast- paced environment

Responsibilities :

• Monitor and assess performance of computer software applications
• Provide technical support for software applications
• Troubleshoot and resolve software application issues
• Assist with the testing and development of new software applications
• Document and track software application issues
• Develop training materials and assist with user training
• Provide customer service and answer customer inquiries
• Keep up- to- date with software application trends and updates

Experience 0 Years

Level Junior

Education Bachelor’s

Application Support Analyst Resume with 2 Years of Experience

Dynamic and detail- oriented Application Support Analyst with 2 years of experience providing exceptional client service in a fast- paced environment. Proven expertise in troubleshooting complex software issues and providing user- friendly technical support. Able to quickly acquire new knowledge and develop successful strategies to resolve customer challenges.

• Software Troubleshooting
• Technical Troubleshooting
• Client Service
• System Configuration
• User Support
• Technical Documentation
• Problem Resolution
• Software installation
• Network Administration
• Investigated and solved user- reported issues with software applications
• Performed software installations, configuration and troubleshooting
• Developed system support documentation and user guides
• Diagnosed, troubleshot and resolved technical issues
• Performed system and application tests to ensure functionality
• Assisted in the implementation of new software applications
• Provided technical guidance and training to users
• Monitored, managed and maintained network systems and applications

Experience 2+ Years

Application Support Analyst Resume with 5 Years of Experience

Experienced Application Support Analyst with 5 years of expertise in providing technical assistance and guidance to users. Proven ability to diagnose and troubleshoot software and hardware problems. Skilled in working with a variety of software applications and providing effective customer service to address user complaints. Possess excellent communication and interpersonal skills with the ability to interact with people at all levels.

Core Skills

• Database Administration
• Customer Support
• Problem Solving
• Documentation
• Technical Writing
• Diagnostics

Responsibilities

• Provided technical assistance and responded to inquiries from internal and external customers.
• Performed in- depth troubleshooting to identify root cause of software and hardware problems.
• Resolved various issues on different levels such as software, network, and system.
• Created and maintained user accounts and access privileges.
• Performed system administration tasks such as software installations, upgrades, and patches.
• Configured and maintained databases, applications, and systems in order to ensure optimal performance.
• Assisted in the preparation of technical documents and user manuals.

Experience 5+ Years

Level Senior

Application Support Analyst Resume with 7 Years of Experience

Highly experienced and organized Application Support Analyst with 7 years of industry experience in providing effective support to ensure the stable performance of applications. Excellent problem- solving and critical thinking skills combined with a strong customer service focus. Possess a Bachelor’s degree in Computer Science and certifications in CompTIA A+, Cisco CCNA, Oracle Database 11i and CompTIA Linux+.

• Expert knowledge of IT support and applications
• Outstanding problem- solving and critical thinking skills
• Proficient in the use of software tools and technologies
• Excellent customer service orientation
• Ability to prioritize tasks and work independently
• Ability to work in a team environment
• Excellent communication and interpersonal skills
• Providing technical support and maintenance for applications
• Resolving customer inquiries and requests in a timely manner
• Testing and troubleshooting applications to identify and resolve issues
• Collaborating with developers and engineers to resolve technical issues
• Identifying root cause issues and recommending solutions
• Monitoring the performance of applications and systems and making recommendations for improvement
• Participating in the development and implementation of applications
• Ensuring compliance with organizational policies and procedures
• Preparing and maintain documentation related to applications and systems
• Providing support for software upgrades, patching and system updates

Experience 7+ Years

Application Support Analyst Resume with 10 Years of Experience

Highly experienced and motivated Application Support Analyst with 10 years of experience in managing and troubleshooting applications, software, and hardware. Adept at providing technical support for clients, identifying and resolving system issues, and monitoring and upgrading applications. Possesses excellent analytical and problem- solving skills and is able to work collaboratively with colleagues, clients, and other stakeholders.

• Application Support
• Technical Support
• System Troubleshooting
• Application Maintenance
• System Monitoring
• Software Upgrades
• Issue Resolution
• Hardware/Software Installation
• Team Collaboration
• Client Support
• Analytical Problem- Solving
• Provided technical support to clients in using applications and resolving issues
• Identified and troubleshot system and application issues and provided solutions
• Monitored and upgraded applications on a regular basis to ensure optimal performance
• Installed and configured applications, hardware and software to meet client needs
• Collaborated with teams to effectively identify, analyze, and resolve system issues
• Assisted with testing applications and software to identify and fix deficiencies
• Provided training and assistance to clients in using and troubleshooting applications
• Assisted with the development of new applications, software, and hardware systems

Experience 10+ Years

Level Senior Manager

Education Master’s

Application Support Analyst Resume with 15 Years of Experience

A highly experienced and motivated Application Support Analyst with 15 years of experience providing end- user support on various applications. Skilled in troubleshooting, improving, and supporting complex applications. Expert in creating and implementing solutions to minimize downtime and maintain a high level of system performance. Experienced in creating test plans, developing database queries, and performing system upgrades. Possesses the ability to quickly identify and solve application problems, as well as provide excellent customer service.

• System Analysis
• Troubleshooting & Problem Solving
• Test Plan Development
• Database Query & Maintenance
• Application Performance Management
• Application Enhancements
• System Upgrades
• Customer Service
• Responding to service requests, providing troubleshooting and end- user support for applications.
• Analyzing and improving existing applications to ensure optimal performance.
• Creating test plans to ensure the proper functioning of applications.
• Developing database queries to improve application performance.
• Maintaining system security and reliability.
• Performing system upgrades and enhancements.
• Working with internal teams to resolve application issues.
• Providing training and technical support to end- users.
• Assisting with the development and implementation of application strategies.

Experience 15+ Years

Level Director

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What should be included in a Application Support Analyst resume?

A resume for an Application Support Analyst should include the following items:

• Knowledge of operating systems, hardware, databases, and software applications
• Troubleshooting experience and problem-solving skills
• Technical writing and communication abilities
• Project management and leadership skills
• Ability to work independently and as part of a team
• Ability to multi-task and prioritize workloads
• Expertise in identifying and resolving application-related issues
• Experience providing end-user application support
• Experience in providing remote support to customers
• Experienced in testing software applications
• Knowledge of scripting and automation
• Ability to understand business processes and how they relate to applications
• Proactive approach to system maintenance and upgrades
• Knowledge of ITIL best practices

What is a good summary for a Application Support Analyst resume?

A strong application support analyst resume should accurately reflect the skills and experience you have in the world of IT support and application troubleshooting. An effective summary should emphasize your expertise in resolving customer service issues, working with complex software systems, and managing end-user training. Your summary should also highlight your experience in providing technical support, debugging and troubleshooting, and maintaining application and system performance. Include specific examples of how you have successfully implemented and managed technical solutions, identified and corrected system issues, and provided excellent customer service. When crafting your resume summary, you should demonstrate your ability to work successfully in a fast-paced environment and showcase your technical skills and experience in an engaging and concise manner.

What is a good objective for a Application Support Analyst resume?

A good objective for an Application Support Analyst resume is to demonstrate expertise in providing technical support and maintenance services for software applications. A targeted objective should emphasize relevant qualifications and experiences, as well as any technical skills, certifications, and professional development related to the position.

• Display expertise in troubleshooting, diagnosing and resolving software and hardware applications issues.
• Highlight knowledge of operating systems, hardware, databases, and application software.
• Prove experience in configuring and installing applications, software updates, and bug fixes.
• Show proficiency in maintaining application systems and providing end-user technical support.
• Demonstrate strong capabilities in monitoring application performance and conducting system maintenance.
• Highlight experience in identifying and resolving software and hardware problems.
• Show ability to document procedures and provide training to users.
• Demonstrate excellent communication, problem-solving, and customer service skills.

How do you list Application Support Analyst skills on a resume?

When creating a resume for an Application Support Analyst position, it is important to highlight key skills that would make you successful in the role.

A resume should be tailored to the job that you’re applying for, so make sure to list the skills that are most relevant to the job.

Below are some of the skills to include when listing Application Support Analyst skills on a resume:

• Database Management: Application Support Analysts must be comfortable working with MS SQL, Oracle and MySQL databases. Demonstrating the ability to create databases, maintain and optimize them is essential in this role.
• Troubleshooting: Application Support Analysts should have excellent problem-solving skills and be able to troubleshoot quickly and efficiently.
• Technical Support: Having a technical background and experience in providing support for hardware and software applications is important for this role.
• Customer Service: Application Support Analysts often have to interact with customers and provide them with help and support. Good customer service skills are essential.
• Communication: Strong communication skills are necessary to explain technical concepts to non-technical people.
• Multitasking: Application Support Analysts must be able to juggle multiple tasks at once and handle a wide range of issues.
• Documentation: Application Support Analysts should have experience creating and maintaining technical documentation.

By highlighting these skills on your resume, you will be able to show potential employers that you are a great fit for the role.

What skills should I put on my resume for Application Support Analyst?

When it comes to creating an effective resume for an Application Support Analyst position, you’ll want to make sure that you include any relevant skills that show you are a qualified candidate. Here are a few suggested skills to include on your resume:

• Technical Knowledge: As an Application Support Analyst, you will be responsible for troubleshooting software problems and providing technical support. You should make sure to include any technical skills or knowledge you have related to applications, databases, operating systems, and software development.
• Problem-Solving: It’s important for Application Support Analysts to be able to identify and solve problems quickly and efficiently. Make sure to showcase your problem-solving skills by highlighting any relevant experience you have in troubleshooting and resolving software issues.
• Customer Service: As an Application Support Analyst, you will be working with customers to provide technical assistance and support. Be sure to include any customer service experience you have, such as providing support over the phone or in-person.
• Attention to Detail: When troubleshooting software problems, it’s essential to pay attention to detail. Make sure to emphasize your ability to pay close attention to details when developing solutions.
• Analytical Skills: As an Application Support Analyst, you will need to analyze and evaluate data to detect problems and identify areas for improvement. Showcase your analytical skills by highlighting any relevant experience you have in data analysis and process optimization.

By including these key skills on your resume, you can demonstrate your qualifications for an Application Support Analyst position.

Key takeaways for an Application Support Analyst resume

An Application Support Analyst resume should have a few key takeaways to make it stand out from the competition. These takeaways include highlighting your experience in troubleshooting applications, technical skills, and customer service experience.

First and foremost, it’s important to showcase your experience in troubleshooting applications. Application Support Analysts are responsible for troubleshooting and resolving technical issues with software applications and systems. You should highlight any experience you have in this area and discuss the challenges you’ve faced and the solutions you’ve implemented.

It’s also important to focus on your technical skills. Application Support Analysts must have technical expertise in various programming languages, databases, and operating systems. Be sure to include any programming languages, databases, and operating systems you’re familiar with.

Finally, you should highlight your customer service experience. Application Support Analysts are often the first point of contact for customers, so strong customer service skills are a must. You should include any customer service experience you have, such as responding to support tickets, phone support, or working with customers in person.

These are just a few of the key takeaways for an Application Support Analyst resume. By highlighting your experience in troubleshooting applications, technical skills, and customer service experience, you can give your resume the edge it needs to stand out from the competition.

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Application Support Analyst Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the application support analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• Ensure coverage and support of all critical service management processes: Incident Management, Problem Management, Change Management, Application Enhancements
• Provide release management/configuration management-related input to Application Development and QA teams from test cycles to production
• Work with Application Development Management on daily workload automation schedule including upkeep of exclusion list
• Work closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLAs
• Perform system configurations, develop scripts and other technologies to automate business workflow, improve productivity, and reduce costs
• Manage and perform the business analysis work associated with change requests, projects and production issues. (Project Management, SDLC, Change Requests.) 10%
• Depending on the workload of the above assist in development tasks to reduce technical debt/resiliency items/provide cross project test support
• Provide support for the testing and QA of new and existing items under development or consideration
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• May provide support to higher level managers or serve as a team member on complex projects
• Monitors applications for any performance issues and communicates to stakeholders
• Knowledge of HP Quality Center eApplication Lifecycle Management (ALM)
• Contributes to the development of best practices, policies, procedures and user training
• Provide front-line, second level technical support as part of the IT Operations team to deliver exemplary customer service to clients
• Take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
• Assisting with process improvements, systems integration and BCP efforts
• Perform application change management activities as assigned by the business
• Assisting and/or driving process improvements, systems integration and BCP efforts
• Assist and/or drive process improvements, systems integration and BCP efforts
• Ensure applications are working seamlessly
• Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Demonstrated proficiency in a detail oriented position, reliable, adaptable, able to multi-task, and ability to troubleshoot issues to a resolution
• Good working knowledge of Unix , Oracle & Java with basic knowledge of application servers like Apache
• Strong experience in developing highly multithreaded highly scalable, concurrent applications
• Basic knowledge on database and be able to write SQL queries to quickly extract data for reporting/trouble shooting
• Excellent interpersonal skills. Able to rapidly understand and retain knowledge of business processes and the technology systems
• Has a strong knowledge with hand-coded HTML, CSS, JavaScript & JQuery. JSON, AJAX and XML knowledge are
• Adaptable and able to quickly learn new processes and/or technologies
• Excellent general problem solving ability and attention to detail
• Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
• Strong analytical skills, follow-up capability and problem solving ability

15 Application Support Analyst resume templates

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• Provide Level 1 & 2 support to internal business teams
• Effectively perform root cause analysis of issue and report the outcome to the manager
• Good inter-personal and communication skills, with excellent relationship building across multiple organizations and key touch points
• Comfortable operating in high pressure environments whilst managing incidents across the global business
• With experience in Unix, SQL, ETL, Informatica, Java, Oracle, Sybase and scripting skills

Application Support Analyst Resume Examples & Samples

• Provide 2nd and 3rd Level support for vendor and in-house applications
• Provide daily customer support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
• Monitoring and Resolving Peregrine tickets
• Lead Technical Projects for new on-boarding of automation or data manipulation
• Work with Engineering on new code releases and defects
• A minimum of 5 years prior Wintel, UNIX, and LDAP platform administration
• Strong skills in project management methodologies and tools
• Experience in programming languages including. Unix scripting, Perl, Python
• Responsible for production support and maintenance processes that include Batch Interfaces, server inventory, and application run books
• Running and checking SQL queries will be a key component of ongoing production support
• Analyzing and documenting problems, recommending solutions, and initiating corrective action
• Serving as information resource for business users
• SQL & Sybase Server
• Batch Interface scheduling tools – Control M
• Visio, MS Access, Excel, MS Power Point

Cib-application Support Analyst Resume Examples & Samples

• Incident and problem management
• Able to work effectively under pressure and frequently changing priorities
• Unix Scripting
• 6 years of experience preferred

Informatica Application Support Analyst Resume Examples & Samples

• Minimum of 4 years of application development, primarily using INFORMATICA & UNIX
• Ability to work in a team environment under aggressive timelines
• Knowledge of version control tools such as ClearCase or Subversion
• Knowledge of Monitoring Tools e.g. WILY, BSM, Tivoli etc
• Work in an environment geared towards delivering intranet based applications
• Maintain Applications and Jobs in Informatica
• Support and maintain applications currently in production, along with completing any change request
• Influence production stability through strong production Readiness management
• Implement minor application code fixes
• Anticipate problems and analyze ways to mitigate the risk
• Articulate the business value and impact of advanced technical and non-technical information
• Scope of work includes notification and communication with the business and management personnel, as well as use diagnostic tools and ad hoc investigation techniques to troubleshoot and resolve issues that impact business functions
• Work with other groups in the organization to identify permanent fixes to recurring problems, including application code-related issues and improve documentation that help support the fast-paced and intense trading environment
• Occasional disaster recovery planning and testing, auditing, risk analysis (in association with specialists), contingency planning
• Good knowledge of Release management processes including source code control and delivery, release documentation, control and communication in accordance with Standard Release management practices additional Supply View services as part of the 3 year CCA roadmap
• Good knowledge of Release management processes including source code control and delivery, release documentation, control and communication in accordance with Standard Release management practices
• Application of ITIL practices and procedures
• Problem analysis and ownership of issues through to resolution
• Assist in server and application maintenance and disaster recovery exercises
• To update key control systems according to procedure and in a timely manner (within JPM these include Alacrity/ConQuest, EPV, ITSM)
• To create and update "run book" documentation for the supported applications as required
• Good interpersonal and customer-facing skills
• Application Server like Tomcat and Middleware like MQ
• Knowledge of relevant businesses such as custody, fund accounting, clearance, securities lending, cash management and alternative investments (e.g. derivatives and hedge funds) or the organisations that use these services
• Previous exposure to application support

Pb-application Support Analyst Resume Examples & Samples

• You will be part of the Level 1 business-facing support team responsible for the primary relationship with the business providing support and on-going communication
• You will work with the Front Office, Business Support and Operations teams, in both Hong Kong and Singapore, to understand and answer queries, to assess level of importance, to prioritize and to manage the resolution of the issues
• You will work closely with the Level 2 systems-facing team to manage the resolution of issues and liaise with technology counterparts globally in EMEA, India and the US and with teams in other lines of business
• You will be responsible for communicating regularly with users on technology events and issues, and update progress on resolution
• You will be responsible for constantly reviewing the efficiency of support processes in the Level 1 team, contribute to the build-out of the global support model and ensure constant service improvement
• You will be responsible for generating and analyzing metrics around the team’s performance, business demand and incidents
• You may be occasionally requested to write database extracts and assist in the construction of spreadsheet applications
• You have a minimum of 5 years experience in an application support, technology support or in a service delivery role
• You have excellent knowledge of financial products and core banking processes
• You have a very good command of the English language. Fluency in Cantonese and /or Mandarin is a plus
• You are comfortable working with business teams to understand complex issues and provide solutions
• You have knowledge of Service/Operational Level Agreements and performance measurement
• You have knowledge of the ITIL service management best practices including change management
• You have technical skills especially in the use of SQL, plus expertise in a number of the following preferred products - Sybase, Oracle, scripting, MS Excel

GWM Application Support Analyst, Assoc NY Resume Examples & Samples

• Application Tuning
• Production Metrics
• Problem Resolution
• Minor reporting and bug fixes

Information Risk Application Support Analyst Resume Examples & Samples

• Contribute to the operational support model designed to meet the needs of global user community
• Develop comprehensive training curriculum incorporating various educational methodologies (self-learning, classroom, train-the-trainer, etc.) and multiple mediums for content delivery. Produce training materials; provide classroom training; coordinate training material updates to correspond with software updates and new features. Maintain support web site including frequently asked questions, available guides, and training material catalog
• Administer policy management by applying necessary changes to policies, standards, procedures, assessment questions and assessment question metadata within the policy management tool. Work with the Policy Management team to publish updated records
• Administer Additional Services: Administer the privacy incident reporting and inventory system. Manage the derivatives compliance tracking system
• Support ad-hoc reporting needs for all supported services. Where appropriate, generate reporting requirement documents to take ad-hoc reporting requirements and have Technology deliver standard reports for broader use
• Extensive experience of information risk management or information security management
• Experience of Operational Support experience, preferably in the information risk space
• Familiarity with computer-based training authoring tools, such as Adobe Captivate
• Information security or audit certifications (CISSP, CISA) desired
• Identify and analyze the business requirements of clients
• Work with the development support teams to provide design guidelines and imparts knowledge on technical trends and solutions
• Identify the hardware and software components the applications will use for implementation and provide instruction on how to appropriately implement application components
• Instrument end to end monitoring of infrastructures to ensure high availability and timely alerting of potential issues
• Ensure infrastructures have adequate capacity and are refreshed on a periodic basis
• Develop and maintain system documentation, run-books and production metrics reporting
• Provide support, guidance, and training to both internal and external clients during the analysis, development and testing processes
• Work effectively within team to identify and resolve issues. Communicate effectively with both technical and non-technical individuals at all levels
• Provide expert knowledge of the Identity Management and Security Tools architecture, and serve as Subject Matter Expert to IT Risk Management teams on those topics
• Provide 2nd and 3rd Level support for vendor and in-house applications for management of SSL digital certificates and keys
• This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
• Aminimum of 5 years prior Wintel, UNIX, and LDAP platform administration
• Experience inprogramming languages including. Unix scripting, Perl, Python
• Working knowledge of Oracle, SQL server, .NET, C , Sybase and UNIX/Shell Scripting
• Requirement Gathering / Analysis
• Working knowledge of MS Excel, MS Excel Macro, MS Access
• Business Objects Reporting
• Scheduling is a plus (Control M and Autosys)
• Basic Knowledge of Crystal Reports

Application Support Analyst Capital Markets Resume Examples & Samples

• Performs system monitoring, trouble-shooting and status reporting. This includes investigation of medium to highly complex technical issues requiring some degree of business application understanding. Level 3 Support personnel is expected to be able to understand the system functions in order to troubleshoot, rather than depend on fully scripted troubleshooting scenarios
• Proactively acts on issues and works with the development team on resolving them in the short and long term. Makes recommendations on process improvements and enhances system documentation for lower level of support (Level 1 and Level 2)
• Is able to learn about multiple applications and technologies in order to provide cross-function support
• Works closely with business clients to understand priorities and impact, and provides timely and accurate reports to management and end-users on status of critical systems processes and reports
• Participates in infrastructure maintenance (e.g. scheduling, coordinating and performing some system maintenance)
• Assists in development projects through operational activities including System Integration testing, Code Promotions and some development activities
• Promotes the relationship of trust and partnership with business clients and other RBCCM IT teams
• Relational databases: an intermediate knowledge of relational database concepts and how to interact with database using SQL is required
• Data transformation: a lot of the applications we support depend on getting files of varying formats loaded into relational databases for further processing. An understanding of how these ETL tools work will be of significant benefit in this position
• Shell scripting: the ability to read, understand, modify, and write non-trivial UNIX shell scripts is required
• Job scheduling software: an intermediate knowledge of how to create and modify job schedules using job scheduling software is essential, as all of the applications we support are run using advanced job scheduling software
• Operating systems: experience with multiple operating systems and the integration of processing across different platforms will make you more effective in this role. UNIX experience is essential. However, this is not a system administrator position and we do not have that level of access to our systems
• Incident management: all of the work we do is tracked using ticketing systems associated with incidents or service requests that affect our business customers. Being familiar with the workflows of these systems will make you a better candidate for this position
• Professional with experience on applications with multiple functions
• Able to critically evaluate and manage information gathered from multiple sources
• Able to interact effectively with sophisticated business clients
• Ideal candidate would possess some business knowledge in Capital Markets arena, specifically Middle Office, Market and Trading Credit Risk Management
• Liaise between Business Unit/Traders and Technology for CASH Equities Application & Algorithmic electronic trading related issues
• Run data-integrity checks for all applications supported by the group
• Direct interaction on issues with 3rd party vendors and service providers
• Monitoring and management of the applications, via event driven tools
• Escalation of issues to the Problem Management group, who then engage EMS, Networks and other Infrastructure teams for quick identification and resolution
• Contact Exchanges and Brokers to resolve connectivity & system issues; trading enquiries and the management of all of RBCCM flow at the particular destination
• Troubleshoot and fix booking & reporting related breaks identified by operations and/or front-office control
• Write utilities and tools using Perl, K-shell scripts for system monitoring, intra-day/EOD reports and incident management and recovery
• Conduct training & knowledge sharing sessions and documentation of all support related information
• Integrate new releases, bug fixes, patches and configuration changes into Production
• Perform testing of new features and enhancements
• Education to degree level
• Investment banking experience
• Solid/Proven support management experience in a front office banking
• Execute on small to medium type of maintenance projects like migration of servers/applications, driving bug fixing and improvement processes
• Supporting installation and deployment of Packaged Software
• Working with AD team and Release Management teams for deployment of code changes in UAT and Production
• Managing and coordinating the day-to-day functioning of the daily processes
• Reviewing production support incidents to identify trends and provide recommendations
• SQL & MSSQL Server
• UNIX and Windows Scripting
• Knowledge and understanding of Web based technologies
• Java, J2EE, JavaScript, JSP
• Experience in Incident Management, Problem Solving, Application Support
• Experience in VB Macros, .NET and MS SQL
• To gather business requirements from internal clients
• To produce technical specification
• To assist in Impact analysis and Design
• To participate in system functional testing and user testing
• To implement users demands for onboarding applications
• To Interact with IT colleagues and users in the Asian Pacific regions to ensure that user requirements from regional locations are met
• Working knowledge in VB Macros, .NET, MS SQL, Oracle PL/SQL, Unix, MS Windows, Oracle and MS Excel
• Team player, strong internal and communication skills
• Excellent command of both written and spoken English
• Candidate will be responsible for production support
• Duties include: job scheduling and monitoring, maintenance of the "run" book, service level agreement monitoring and maintenance, problem resolution, issue escalation and general maintenance of the production processes
• Willingness to work in shifts
• Excellent problem solving and team building skills a must
• Aptitude for documentation and providing training
• Good at planning the given set of tasks and report status periodically in a formal way
• Total experience should be7 years in software Industry
• 6 months of production support experience
• 6 months of experience with enterprise class scheduling software. Control-M preferred
• 6 months Experience on a UNIX platform, Oracle database and SQL
• 60 months years of Application Development work experience with enterprise ETL tool.Ab Initio preferred
• Financial data warehousing experience is a strong plus
• Review test plans and perform code reviews
• Manage day to day individual workload
• Monitor milestones and critical dates to identify potential jeopardy of schedule and identify / mitigate risk
• Interfacing with upstream providers to co-ordinate their UAT testing, release/deployments
• Production Incident management, Root Cause Analysis and plan to fix production issues
• Must have experience with deployment, and support of large-scale distributed applications in a mission-critical production environment
• Must have good technical knowledge/debugging skills in Informatica
• Demonstrated development experience using SQL and backend tools like Sybase, Oracle
• Should quickly acquire broad knowledge of applications in surveillance space and critical system inter-dependencies
• Be a self starter with confidence to drive issues through to completion in highly pressured situations
• Excellent communication skills with ability to deliver timely and responsive service to internal clients
• The individual will need to be adaptive and able to react quickly to changing business needs and systems support issues
• Must have: Sybase and or Oracle, shell scripts, Perl
• Must have experience working in Compliance, financial markets and/or trading. expertise in compliance is preferred
• Deployment and support of f multi-tier software applications
• Java, XML a big plus
• Experience with both on-line and batch processing, shell scripts / Perl programming
• Capital Markets experience around various asset classes, trade life-cycles is a big advantage
• Domain expertise in Trade Surveillance Technology is desired
• Execute the tactical level activities associated with assembly and migration of applications and source code from application development environments into test and production
• Help develop and manage the execution of release plans organizing and coordinating all relevant release activities and resources
• Help design and implement the Configuration Management process for transferring application-related changes between the development, test and production environments
• Ensure that policy, regulatory and control requirements are met through execution of standard transition forms and procedures
• Ensure all relevant applications' documentation is updated
• Report on the progress of release and Configuration Management activities to all impacted stakeholders
• Proactively identify potential issues and risks and work with relevant parties to resolve them, or escalate them to the project / application management team
• Manage individual workload and deliver to agreed on project milestones in a fast paced environment with minimal direction
• Identify/mitigate risks to delivering solution on time
• Work effectively within team to identify and resolve issues
• Participate in cross team knowledge sharing activities
• Proactively support knowledge sharing across ETS and Enterprise Systems
• Contribute to continuous improvement
• 5 years of relevant Configuration Management experience
• Strong knowledge of relevant applications and development life cycles
• Strong communication skills - both verbal and written
• Strong Time Management and multi-tasking skills
• Must be highly detail oriented, self motivated and process oriented
• Experience with mainframe based software configuration management tools such as ChangeMan
• Experience utilizing JCL, TSO, WAS on z/OS
• MUST be agreeable to 24X7 production / test on-call support on a rotating basis
• Maven -Lifecycle Phases
• Subversion-Subversion commands, creation of branches and tags
• Hudson/Jenkins-worked with these tools is added advantage
• Shell Scripting-working experience
• Ant Script-working experience
• Java Exp-working experience is anadded advantage

ETL / Informatica Application Support Analyst Resume Examples & Samples

• Ensure back-up and recovery strategies are in place and effective by executing Disaster Recovery planning and testing
• Manage production infrastructure (servers/network) and maintenance periods
• Develop and distribute accurate performance metrics
• Support information gathering for the audit and IT Risk agenda
• Identify when issues need to be raised to management and/or vendors for assistance
• 3 years experience with Informatica ETL technologies for supporting data extraction, loading and transformation
• 3 years of Relational Database experience is required; such as SQL Server and Oracle
• Experience with SQL (any dialect) is a plus
• Experience/Knowledge of schedulers is a plus; such as adTempus and Control-M

Project Application Support Analyst Resume Examples & Samples

• Ensure existing video publishing and distribution workflows and systems are operating as designed
• Act as a liaison between our editorial team and engineering team when technical trouble arises
• Monitor and troubleshoot production workflow components, system infrastructure issues, and take timely action to resolve and/or properly escalate issues
• Track open issues and inquiring for updates from the technical teams involved with the resolution while providing regular communication to the affected production teams
• Regularly provide technical reports of production service issues to the team and necessary technical stake-holders
• Minimum of 2 years experience with Internet and/or related video technologies
• Experience in a technical role operating and/or maintaining high availability, internal and/or public-facing Internet services
• Ability to interpret and act upon alerts presented by various monitoring systems
• Ability to work is a fast-paced 24 x 7 news organization
• Verbal and written communication skills are critical
• Must have strong leadership, interpersonal and motivational skills
• Experience with Video encoding for web, mobile, tablet, and game consoles
• Understanding of TCP/IP network architectures
• Experience with CDN technologies
• System administration background (LINUX/UNIX/Win Server 2003/2008)
• Ability to work and make objective decisions independently
• Excellent troubleshooting and problem solving skills
• Ability to work in a dynamic and often-changing environment
• Excellent team work, cooperation, and professional collaboration
• Ability to identify and present problems/solutions to a group effecting positive change
• Microsoft SQL Server, T-SQL
• Oracle and PL/SQL
• Microsoft Windows IIS
• A deep level of computer networking concepts such a routers, firewalls, virtualization
• Change control processes/procedures
• Unix/Linux shell scripting
• Perl/Python
• Enterprise-wide scheduling (Control-M/Autosys/etc.)
• Data warehousing and Informatica experience
• Symantec CCS
• Skybox firewall, network, and risk control tools
• Qualys scanning and vulnerability tools
• Compliance monitoring
• Extensive knowledge and background on end to end life cycle management of certificates and keys
• Working knowledge in wide variety of SSL certificates, PKI
• Working with Certificate Authorities like RSA, ClearTrust, Symantec,Thawte,Entrust and Microsoft along with Hardware
• Security Module configuration and deployment experience
• Security protocols eg. PKIX protocols and PKCS
• Experience in programming languages including. Perl, Python
• Solid troubleshooting skills with the ability to correlate various logs files, events, etc to get to root cause of issues quickly and correctly
• Solid skills in systems and systems design for Identity Management functions is desired
• Solid skills in systems and systems design for Authentication Services functions is desired
• UKRRP-Axiom - Local Regulatory Reporting for UK
• FRD - Financial Reporting Database
• SECAM - Third Party Regulatory Reporting application
• Viveo V.Bank - Third Party Regulatory Reporting application
• Incident management and problem resolution
• Problem solving abilities
• Analysis and presentation of the issues and changes to the systems(s)
• Technical and functional ownership of the applications
• Coordinate withBuild teams for all changes, documentation and handover
• 4 to 6years of overall experience, with good knowledge in production support of financial applications
• Comprehend the SLAs defined and adherence to the same
• Root cause analysis and followups to ensure issues are not repeated
• Oracle (v9i/10/11)
• Show respect and appreciation for clients' and colleagues' opinions, time, and effort regardless of position, role, and background
• Advanced and demonstrable problem solving / analytical skills
• Troubleshooting business issues, solving problems to provide solutions to diverse investment teams and the product aligned trading desks
• Providing oversight for the stability of the production environment within the change management process ensuring policies are enforced and adhered to
• Navigate the wider technology organization; build relationships to manage the team’s agenda with our critical technology partners
• Fixed Income product knowledge
• Understanding of the agile development methodology

GTI GID Application Support Analyst Resume Examples & Samples

• Experience with Linux, UNIX and/or AIX operating environments
• Knowledge of Atlassian JIRA or any other issue management systems
• Knowledge of Atlassian Confluence or any other wiki based systems
• Experience performing system administration activities including: installation, upgrades, monitoring, backups, trouble-shooting and performance tuning
• Experience with Scripting - Perl, UNIX Shell
• Experience and understanding of SDLC
• Experience of working in an environment subject to Change Control
• Experience of working in a distributed team of technical staff / working in technology organisation
• Minimum of 5 years of Application Support/Development experience, of which a minimum of 3-4 years are in Support
• UNIX - commands and Shell/Perl scripting knowledge (Essential)
• Oracle database and MS SQL Server knowledge including SQL, PL/SQL (Essential)
• Weblogic (Essential)
• IBM MQ Series (Essential)
• Ability to look at and understand XML file formats (Essential)
• .Net (Desirable)
• Degree level in an IT oriented subject is advantageous
• Provide user/technical support for applications, which service Investment Management Equity ETF trading business function
• Maintain operation, monitoring and integrity of production systems to meet established standards
• Provide ongoing support of Equity ETF Portfolio Management systems at agreed service levels
• Participate in large-scale projects that impact the Equities business and technology
• Participate in the Incident Management and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting
• Ensure that appropriate levels of Quality Assurance have been met for all new and existing products
• Support of the UAT environment
• Proactively identify opportunities for change and improvement within the production environment
• Interact with Middle Office groups and external data providers to determine data, performance, and other issues related to the application
• Familiarity with financial instruments and portfolio management is desirable. The candidate will be expected to gain new financial knowledge as needed
• Experience with supporting order management and/or Trade execution systems. Longview experience a plus
• Some development background using Java, SQL or .Net. .Net and a plus
• Bachelor degree in computer science, mathematics, or equivalent
• Three to Five years of experience in computing, development, architecture and/or client/server n-tier application experience required
• Minimum three years experience working trading and/or portfolio management support. Equivalent in financial industry application support will also be considered
• Solid knowledge of UNIX commands and utilities, and experience with troubleshooting Perl and Unix Shell Scripts
• Three or more years experience with Sybase, Oracle or MS SQL
• Experience with Informatica or another ETL tool
• Good organizational skills, vendor management skills, inclusive of issue tracking, metric reporting etc
• Demonstrate experience in effective decision making within a high pressure environment
• Ability to communicate at multiple levels across AD and the business
• Strong research, investigation and evaluation skills
• Experience with disaster recovery planning, testing, auditing, risk analysis, business resumption planning and contingency planning
• Results oriented and highly flexible individual, able to work with minimal supervision

Intermediate Production Application Support Analyst Resume Examples & Samples

• Act as first point of contact for application that the users encounter
• Track and follow up on any outstanding problems, keep users informed of their status and confirm with users that solution provided is satisfactory
• Monitor applications problems and react accordingly to solve or escalate the problem
• Always maintain a professional conduct with users
• Liaise with users to address their needs and concerns
• Coordinate application security administration functions
• Provide on-call support coverage when scheduled
• Comply and execute processes, procedures and policies to improve the production environment
• Understand the database structure of the application
• Work collaboratively with the development to troubleshoot production issue
• Work on shift hours between 8:00am to 8:00pm
• Good computer knowledge of Linux, Windows and SQL
• University degree in Computer Science, Engineering, Business or related discipline
• Knowledge on TIBCO BPM or Spotfire is preferred
• Problem Solving Skills
• Organisational & planning skills
• Good communication skills (both oral & written)
• Team Player, Motivated & hardworking
• Computer/Technical skills
• Good administrative/management skills
• Technology Operations experience is a plus
• Plan and coordinate End of Day processing on various testing environments
• Work closely with the development teams to resolve all issues as they proceed through the SDLC life cycle
• To debug any issues and apply fix wherever possible
• Ensure timely & relevant communication to all stakeholders within organization as well as with vendor partners
• Create and apply the release packages on the test servers
• Coordinate with Build, Support, Environment teams to enhance and improvise the process
• Define and improve processes to bridge the gap between the current and desired quality levels by balancing short-term needs with long-term perspectives of success
• Respond to customer requests as per SLA Guidelines (e.g. data changes, data import / export, access requests)
• Design and write scripts to automate repetitive functions
• Report environmental statistics and application behavioral trends and provide feedback to the application development team
• Perform configuration changes in production
• Coordinating and performing application deployments into the various test environments
• Escalation to Application SMEs when necessary
• Identify and share opportunities to improve operational processes, procedures, tools and applications
• Ensure SLA (Service Level Agreement) for FEA is met
• Submit issue to Level3 support for technical solution
• Identify and recommend workarounds
• Ensure adherence to regulatory and control policies during implementation of changes
• Partner with Release Manager and Deployment Manager to schedule packaging and release new release/defect repairs in a timely manner; reduce change execution times by planning implementations with parallel work streams where possible
• Act as a technical resource for key stakeholders to ensure applications meet business and end-user requirements
• Monitor application usage, ensuring availability targets are met
• Respond to internal customer queries (LOB TS/TS Project Team)
• Provide regular status updates on progress
• "own" the resolution process
• Sound escalation judgement
• Continuously enhance knowledge/expertise in own area and keep current with leading-edge technologies trends/developments and develop expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution operations
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
• Participate in knowledge transfer within the team and business units
• Establish effective relationships across multiple business and technology partners, program and project managers
• To be the point of contact between the business support, level 1 and development teams
• To coordinate and participate in releases and application checkouts
• To onboard new systems for support
• To complete application support stability projects to improve current operational processes
• Background of hands-on application support (not necessarily in a recent role)
• Background of technical skills such as UNIX, SQL or scripting (not necessarily in a recent role)
• Ability to work under extreme pressure
• Primary point of contact for provision of support to our branches globally
• Communicate effectively with our internal clients and with technology partners on a regional or global basis
• Ensure application compliance with internal and regulatory obligations
• Provide transparent reporting to Business and Technology partners on Total Cost of Ownership, Performance and Capacity, Risk Management, Production Outages, Major Incidents
• Ensure that applications, hardware and software assets are utilised optimally
• Management of technology vendors associated with application portfolio
• Reasonable out of hours support is a requirement of the role
• Management of technical projects as assigned
• Undertake technical lead/resource role on high end projects as assigned
• Provide Mentoring and training to junior team members as appropriate
• Programming skills would be of benefit but are not required,
• Knowledge or experience of some of the following will be a distinct advantage

FRC Desk Application Support Analyst Resume Examples & Samples

• ION - 3rd party real-time matrix pricing, trading (including ECN), risk, P&L and position management system for Bond / Futures / Swaps traders
• JetWeb – Global sales / operations tool for trading and position management for bond trading
• OBS – Global real-time matrix pricing, trading, risk, P&L and position management system for interest rates and credit derivatives
• FMM – Global Real-time CDS pricing, risk and P&L system
• Multiple external global electronic exchanges including Bloomberg, TradeWeb, ICAP Brokertec, eSpeed, and MarketAxess
• FRISK – Global real-time multi asset class risk management system
• Laredo – Trade booking tools for Credit default Swaps single names and indices
• Support a range of applications within the FX, Credit and Rates business arena focusing on ION / Jetpac / FRISK / FMM / Laredo / OBS. You must understand the business main products (Bond, Futures, IRS, CDS pricing and trading) and be familiar with the front ends used by traders and sales people. You must support (and train) the traders and sales people on each system and act as the interface between Business and the rest of the FICC IT organisation
• Perform UAT / Post release testing of applications in association with traders / business sponsors of change
• The role also calls for a rota-system with the team covering from 7:00am to 6.30pm on all business days. You must also be flexible to support post release testing with later finishes and weekend work
• Create strong relationships with key dev and apps management teams for the applications supported and be able to represent the business priorities back to development leads effectively. Able to prioritise / escalate / resolve all issues raised by the desk irrespective of root cause
• Ability to develop a broad knowledge and understanding of technology and business related items in order to identify and prioritise issues and their solution
• Develop effective lines of communication with business customers, customer service (TSC) and other departments within IT
• Regular communications with support teams around the world (videoconference, E-mail, chat)
• Create and maintain documentation for training, trend analysis, cross training and troubleshooting of UBS systems
• Occassional travel to other regional centres may be required at times
• Ensure all incidents are acknowledged and resolved to meet defined SLAs
• Identify, diagnose, and resolve technical issues and critical incidents through research and analysis
• Provide root cause analysis for all P1 incidents
• Engagement and management of support teams within JPMorgan Chase in bridge calls, collaboration meetings/ chats, and the creation of incident and work request tickets for emergent incidents
• Creation and management of production support SharePoint sites
• Maintain production support documentation, SharePoint sites and dashboards
• Lead the remediation of risk and audit related gaps, including disaster recovery scenarios and exercises
• Communicate with clients to inform issue status and impacting events
• Raise defect to development team for code amendment
• Proactive engagement and management of clients to ensure GS&I Technology’s understanding of incidents,
• Bachelor's degree (preferably in Computer Science), specialized training and/or equivalent work experience
• 3 + years of programming / application development & support work experience
• Energetic and highly self motivated
• Effective communication skills with a diverse audience (technical and non technical)
• Ability to adapt to new technologies
• Able to work under pressure to resolve issues affecting production services
• Able to provide off hours / weekend support at times
• Ability to oversee multiple, complex issues
• Strong analytic and troubleshooting skills
• Experience supporting applications developed in Core Java, J2EE, Spring and Hibernate, Web Services, Databases,
• Ability to work in a matrix managed organization
• 5--7 years of SharePoint administration required
• Experience creating system documentation and Run Books
• Provide Level 3 support for a unique portfolio of static scanning tooling
• Work with Line of Business AD teams to trouble shoot their scanning issues
• Create processes and tooling to improve operational efficiency
• Assist engineering with infrastructure requirements
• Automate manual procedures
• Perform controlled resolution of incidents and problems including prioritization and escalation when appropriate
• Work with vendors in problem isolation and resolution
• Monitor capacity
• Ensure solid implementation of the product by performing rigorous integration testing of the entire application
• Technical Experiencing of some of the following
• Oracle Database 11g
• Linux(RHEL)
• Windows Server
• Static Analysis
• Responsible for managing & delivering Operate Support functions of the SAP Finapps applications
• To work on Production support environment and manage client expectations in terms of delivery SLAs
• To work in a team production support environment
• Knowledge Transition on specific applications areas covering technical and work processand environment
• Production support activities in Job Monitoring
• Batch Monitor production support Application maintenance activities in catering to implementation of change requests
• Support the Development/test environment for the build team's application changes using disciplined software development processes
• Adherence to Development Life Cycle, PLC, IT controls and change control policies for all developments
• Promote teamwork and a culture of continuous improvement
• Production Support / Service delivery experience is mandatory
• 3-5+ Years of application support work experience
• At least 3 years of support experience in SAP Accounts Payable and Fixed Assets modules
• Expertise in Accounts Payable and Fixed Assets module and good skill set in AR, SD and MM modules
• Good communication skills & PLC understanding
• Exposure and experience to work in a production support team for multiple locations
• Self confident, self directed, and ability to work with various levels of staff and management
• Ability to remain calm, work in a fast paced, at times pressured environment, and balance competing priorities
• Skilled in problem solving and analytical reasoning
• Ability to work well in a team-oriented, agile environment
• Strong analytical skills and an eagerness to learn new technologies
• Provide day to day application support for a 7x24 global support model team within Funds & ECM core distribution business
• Work closely with other Support, Development, Infra and QA teams for a smooth execution of production deployments
• Investigate and analyze production issues and resolve issues in a timely manner – good troubleshooting skills
• Ensure daily app heath checks and better user experience by minimizing critical or high priority issues
• Work with the global leads in coordinating with the Development and Infrastructure teams to address and resolve issues. Conduct RCAs, Raise defects, and assign to appropriate teams
• Use a ticketing system (HP Service Manager) to log all issues
• Pro-actively monitor the alerts, Web and Database systems performance
• Write and maintain run books and application support documents
• Follow the appropriate Change Management Process for production deployment
• Prod on-call team rota and extended weekend maintenance/releases support
• Participate in Disaster Recovery testing
• Team Player – work with multiple teams, vendors and groups
• Detail Oriented – Can organize and work with multiple systems
• Ability to manage and prioritize multiple issues; work under pressure
• Experience in the Financial Services Industry is a plus
• Preferred Asset Management or Trading business knowledge
• Influence production stability through strong production readiness management
• Support information gathering for the audit and ITRisk agenda
• Implement minor application code fixes and data updates via SQL updates
• 5+ years of experience in information technology with an emphasis on application support and Java development
• Proven experience with SQL (any dialect)
• Demonstrated experience with Oracle
• Proven hands on experience with java development, including experience with Struts, GWT, Spring, Hibernate, Drools, and Java Script
• Excellent written and verbal communication skills with various levels of an organization
• Ability to influence and lead technical conversations within other IT groups to guide problems to resolution
• The following skills are pluses
• SQL Server 2005/2008
• Basic understanding of ETL technologies for supporting data extraction, loading and transformation
• Incident management life cycle skills and experience
• Experience developing system metrics and stability reporting
• Knowledge of Problem and Change Management processes and tools
• Experience with any of the following applications: LPSDesktop, Equator, FORTRACS, DLSS, Breach Letter Tool, FANDS, FNC CMS, Agent Desktop, LISA
• Close liaison with the business users of the Barclays iPortal service
• Ensure maximum availability and serviceability of iPortal
• Close liaison with the Change/Configuration/Release Management and Help Desk Functions
• Knowledge and use of the change/configuration management system
• The drawing in of specialised expertise wherever appropriate, and the provision of advice and information aimed at minimising the occurrence and impact of service incidents through process improvement
• Provide Level 2 support to internal business users
• Work closely with business in managing day to day issues, resolve user queries
• Perform daily health checks of the application, job schedules and infrastructure supporting the application
• Three to five years of Java/J2EE, web services, XML, HTML and SQL
• 3+ years of experience with Oracle and UNIX
• Comfortable operating in a high pressure environment while managing incidents across a global business
• Core Java, Servlets, JSP, JDBC, Weblogic

Windows & Unix-application Support Analyst Resume Examples & Samples

• Represent the Production Support organization on company-wide project teams
• Prioritize workload, providing timely and accurate resolutions
• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments
• 4 – 6 years of experience in application support and development or related experience
• 4 - 6xperience supporting applications in Financial Domain, including Equities, Fixed Income Products, Auto Finance and Student Loans
• Experience in Incident Management, Change Management and Problem Management
• Feels comfortable working with user interfaces where simplicity for a user is a key success factor
• Participates in design reviews and provide input to design recommendations
• Review existing applications to determine how key data can be gathered for mission critical reporting
• Develop, code and deploy high profile metrics which monitor and support the environment
• Responsible for ensuring the applications work with browsers our end-users use, not what’s available
• Participate in code reviews and ensures that all solutions are aligned to predefined design specifications
• A well-rounded professional who can connect the dots between business-needs, innovation and good design
• A self-starter who can effectively balance and prioritize multiple projects concurrently
• Feels comfortable in connecting a presentation-tier model to a services-based architecture
• A subject-matter expert in cross-browser/cross-platform development, testing and problem resolutions
• Minimum 2-3 years of hands on software development in professional environment
• Minimum 2 years experience as a key, hands-on HTML, CSS, JavaScript developer on a front-end team
• Proficient with SQL Server Reporting, SQL Server Databases, Oracle Databases
• Familiar with UNIX
• Adheres to coding standards, procedures and techniques contributing to the technical code base including any required documentation
• Excellent analytical, organizational and problem-solving skills coupled with a strong work ethic
• Comfortable working with network administrators to solve web application issues in development and production environments
• Has a strong knowledge with hand-coded HTML, CSS, JavaScript & JQuery. JSON, AJAX and XML knowledge are a plus
• Possesses an understanding of client-side and back-end code integration including best practices. Experience with JSF, JSP, Struts, Spring MVC is a plus
• The candidate should have at least 4 years as a key, hands-on HTML, CSS, JavaScript developer on a front-end team. Samples of work are a plus

CIB Tech-geneos Application Support Analyst Resume Examples & Samples

• Production support services including on-call and weekend release responsibilities
• Planning, engineering, deployment and support of monitoring and other automation and testing tools
• Provide SharePoint administration support including, new site requests, governance over existing sites, and produce FAQ’s to reduce call volume
• Develops automation opportunities to reduce manual SharePoint support responsibilities such as Application On-Boarding and Data Management
• Bachelor’s degree or 2+ years of analytical work experience
• Minimum 1 year of experience with SharePoint 2010 Site Collection Administration; excellent skills with features such as workflows, dash boards, KPIs, web parts, granular site permissions, site maintenance, libraries/lists. Knowledge of integration with other products is a plus
• Ability and willingness to develop technical SME and business knowledge
• Logging, analyzing and managing queries, problems and incidents to resolution
• Intermediate UNIX Solaris and Linux RHEL, Windows server knowledge
• Excellent analytical skills. Excellent trouble shooting skills, Technical documentation skills
• Intermediate knowledge of Excel and PowerPoint
• SharePoint 2013 experience is a plus
• Day to day technical support of the Finance Workstation and Risk Treasury website suite of applications
• Provide analytical and technical expertise within the team
• Ensure incident and problem management, change management and request fulfilment on behalf of customers are carried to the best levels possible
• Liaise with multiple technology teams (support/development/platform) to ensure high levels of service are maintained, and issues are resolved or escalated appropriately
• Understand and troubleshoot complex business and financial queries pertaining to the Risk Treasury and Finance Desk business
• Investigate production issues and problems performing appropriate problem solving tasks
• Cover rotating shift pattern as part of a team to cover core hours of 07:00-19:00, as well as weekend and on-call coverage on a rota basis as required
• Diagnosis and resolution of trade floor client issues and escalation of problems to the appropriate development teams, using the standard problem management tools (ServiceNow)
• Interaction with business support groups (Middle Office, Product Control, Trading support groups)
• Project based work in areas such as continuity of business testing, UA Testing/release co-ordination of new functionality
• Experience working in a support environment
• Understanding of issue and problem management methodologies
• Knowledge/experience of problem management tools
• Experience using call/ticketing software SQL
• Significant experience Linux
• Significant experience
• Shell scripting
• Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint SQL
• Significant Oracle/Microsoft SQL knowledge and practical usage. (Ability to create adhoc SQL queries and reports)
• Identifies opportunities to automate manual workloads and develops tools to improve process efficiencies through Tidal to replace CRON scheduled Jobs
• Collaborate on a multi department project to automate the Nielson Rating Download, EDI contract files upload and matrix management reporting needs of support data both graphical and textual based format
• Works collaboratively on automation projects with the development and QA teams to increase productivity through the integration of systems reducing the need for manual processes
• Review, recommend and implement operational improvement to support an increased automated work environment
• Provides on-site support to business partners during custom ESD application deployments
• Is the primary point of contact and Application Support’s subject matter expert for custom ESD application deployments
• Implements support and training plans to prepare Support teams for upcoming Application deployments
• Identifies recurring application problems and collaborates with development teams to resolve
• Troubleshoots and resolves complex application problems
• Minimum of 2 years of experience in IT and at least 1 year experience in Application support OR the equivalent
• Oracle 11G SQL and PL/SQL
• A working knowledge of one or more: Java, Java Script or .Net
• Linux and Linux Scripting
• TIDAL Enterprise Scheduler or equivocate enterprise job scheduler
• Scripting Language, ie Pearl, Python
• MicorStrategy Reports and Dashboards
• 2 years of Customer Service experience
• Bachelor’s Degree in IT and a minimum of 2 years of experience in an IT Support or development environment
• Application Operational Support experience
• UNIX experience is preferred
• Windows experience is preferred
• Structured knowledge of Software Development Lifecycle with experience related to Implementation and Support
• Capable of independent problem solving
• Applicant should have the ability to engage in production support issues and determine root cause for application problems and issues

Senior System & Application Support Analyst Market Data Resume Examples & Samples

• Evaluating current and new products - work independently with vendor and service provider, develop test strategy and methodology in accordance with business requirements, execute test plans and produce reports on test results and feasibility study on technical aspects
• Analysing - Plan, architect, analyse and develop of enterprise technology solutions that satisfy business requirements for large complex systems
• Development - Lead cross-functional development/integration projects requiring interaction with end-users and external technology providers, including real time messaging API development and integration; Database design and data management, etc
• System engineering - Implement complex globally distributed high availability real-time market data systems, integrate with trading and risk management systems, make standard modifications to existing applications and modules in accordance with high-level specifications, application support and industry standards
• Testing and Quality Assurance - Support the application in QA and production environments
• Stakeholder Management - Proactively interact with Operations and Business teams for requirements clarifications, extensions, and planning. Communication to stakeholder on regular basis and on escalation basis
• Technical Excellence - Continuous process of enhancing technical skills in order to provide best in class technology solutions that meet or exceed business drivers. Maintain competence in relevant technologies
• Adheres to corporate policies and best practices to ensure internal and external audit and regulatory compliance in the areas of security, control and standards are upheld
• Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectiveness
• Possesses a BS/MS in Computer Science or computer engineering
• Exhibits in-depth understanding of relevant technologies: OS and virtualization platforms (Windows, Linux, VMWARE) , Message systems and protocols (MQ, Tibco/RV, JMS, persistent message, non-persistent, FIX, XML, Web service) Network(TCP/IP, switching, routing, multicast), Low Latency
• Good understanding of Object Oriented Programming, Experience with programming language Java, C++, .NET
• Good understanding of Web Services protocols and architectures - REST, SOAP, XML, PHP, etc
• Knowledge of Financial markets a plus. Interest strongly recommended
• Proficiency in technical authoring using Visio and other office tools
• Coordinate with developers better with respect to incidents/defects
• Work with developers real time and, hence, build better capability within Live System Support (LSS)
• Revert back with queries posted by developers within their time zone and, hence, reduce turnaround time
• Providing 24x7 live system support (as per rotation shared with the team)
• Service improvement
• Pre- and post-implementation support for business-as-usual releases
• 1+ years’ experience with Incident and Problem Management in a support role
• 2+ years’ experience with Perl scripting
• 2+ years’ experience with Unix / Linux shell scripting and basic commands
• 2+ years’ experience with database languages such as PL/SQL, MySQL, Oracle
• 2+ years’ experience with Java-Script, JQuery, Coffee Scripts, HTML, CSS
• Delivery of 2nd / 3rd Line Application Support services for the following application(s)
• Collection and fraud applications such as Debt Manager, Payware and Falcon
• Maintaining system availability and supplementary services within SLA
• Carry out Incident/Problem Management activities according to the process, procedures, and work instructions
• Monitor and resolve the overnight UK and SEC application batch failure to utilize the time difference of USA and other countries
• Incident registration, initial support & classification and update Incident records
• Incident Resolution Coordination with 3rd parties - managing conference calls
• Provide the end-user with status updates concerning Incident records
• Identify opportunities for improvement
• Obtain the technical and organizational knowledge required to perform these activities
• Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)
• Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards
• Ensure key application functions and scheduled activities are completed in a timely manner and within SLA
• As directed by Application Maintenance and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to)
• Review Project documentations
• Implementation Support
• Demonstrable understanding of the Card Industry – specifically in collection & risk (card issuing will also be considered)
• 3+ years’ hands-on experience with Mainframe – COBOL, JCL,DB2, REXX
• Basic skills on Unix, database (Oracle and DB2 SQL queries)
• 1+ years’ experience with tools such as TWS (mainframe scheduler), SPUFI, File-AID, Endeavor
• Database knowledge of Sybase/Oracle
• Unix / Shell scripting
• Schedular (Control M / Autosys)
• Knowledge of Fixed Income products is a plus
• · Maintain Business Process Indicator of 99.99% or higher. This includes monitoring of the environment, managing, tracking, and resolving incidents and escalations
• · Analyze data processing problems to implement and improve resiliency of the application supported
• · Performing RCAs for production incidents and preventing reoccurrences
• · Coordinate and perform deployment, installation, configuration, troubleshooting, maintenance and support of production and non-production environments
• · Building tools to enhance the support function
• · Participate in on-call rotation for application support, including weekends and off-hours
• · Improve productivity, supportability and efficiency by automation of repeatable tasks using tools and scripting
• · Create and improve system documentation (Run books, FAQs)
• · Produce production metrics
• · Build and foster relationships across multiple organizations
• · Participate in Disaster Recovery events and Major Event Changes
• · Performing a daily health check of intra-day/overnight system batch processes
• · Ensure infrastructure has adequate capacity and are refreshed on a periodic basis
• Customer Service Orientation - build positive working relationships with clients at all times providing realistic information and managing their expectations
• Ability to work in a matrix managed organization with strong focus on delivery
• Proven operator in high pressure, complex environments. Ability to concisely & precisely communicate with all the stakeholder groups
• Informatica Power Exchange
• Strong working knowledge in UNIX/Linux/Windows environments
• Reporting tool experience in Crystal Reports or Cognos
• Understanding of MQ, ISS services, Autosys, SSRS, and Qlikview
• 3+ years hands-on experience in designing and developing C# applications
• 3+ years of experience with MS SQL including stored procedures, table design, indexing techniques, transactions and performance optimization
• 3+ years of experience performing GUI development using WPF
• Solid experience with database technologies, ideally Microsoft SQL or Oracle
• Self-started with excellent problem-solving abilities
• Business and technical analysis skills
• Strong team player, able to work as part of a globally-distributed team
• Investment banking experience with business knowledge around Risk/pricing/marketdata
• Good Unix knowledge
• Understanding of ITIL methodologies
• Experience of business-aligned application support in a demanding environment
• Scripting experience, e.g. Python
• Bachelors degree in a technical discipline from a top-tier university
• 2+ years system/application support experience
• 2+ years of technical experience working in a Windows Server-based environment
• 2+ years of experience with database technologies, ideally Microsoft SQL or Oracle
• Strong Business and technical analysis skills
• Bachelor's Degree and at least three years of experience in computer Help Desk support
• Strong written and oral communication skills via e-mail, over the phone and in-person
• Strong background in help desk ticket/issue management
• Comfort and ability to work directly with end users, including the ability to translate technical terms into non-technical language
• Ability to ascertain the criticality and priority of incoming requests
• Functional knowledge of clinical web-based applications
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with specific focus on the
• Providing subject matter expertise and use of incident/problem management skills in the daily production support of high
• Taking a lead role within the team for a group of applications including managing SEV 1/2 issues, communicating status
• Assist in performing trend analysis reporting to capture and highlight repeat/common types of failures and make
• Strong communications and interpersonal skills will be required to work effectively while supporting other members of the
• Review and assign Software development and support requests on behalf of the team as they are received
• Manage and report on all support tickets relating to managed applications
• To respond to all Support tickets within an agreed timeframe
• To ensure that support tickets are escalated where necessary, and that all tickets are closed off correctly, with communication to the requestor
• Facilitate the communication of requirements between operations and all relevant business or support units. May involve facilitating meetings
• Continually review application functionality in line with operational needs and processes with a view to recommending enhancements
• Conduct analysis, both historical and current of all ongoing projects
• Responsible for recording results and trends of past projects and analysing the trends of current activities
• Overall responsibility for continually auditing, reviewing and improving processes
• Must have good SQL skills
• High proficiency in Excel
• Experience Of Working in an operation/Software Support environment
• Experience of Working in a Reporting/Real Time management environment
• Experience of working independently with minimal supervision able to complete multiple tasks within set deadlines in a fast paced work environment
• Planning and Organising skills

Trade Application Support Analyst Resume Examples & Samples

• System monitoring through the use of real time monitoring tools
• Able to provide proactive and reactive support to application and operational issues across both production and non-production environments
• Liaise with other support and development departments where necessary to ensure incidents are resolved
• Manage their enterprise backup and anti-virus solution s, including offsite visits where appropriate
• Review and implement improvements to their support process and monitoring where appropriate as well as ensuring operational documentation is kept up to date
• Follow their release and change process to complete deployments and change successfully
• Plan, execute and review maintenance tasks and deployments between IT and development teams
• Maintain personal/professional development to meet the changing demands of the role, participate in appropriate training and encourage/support staff in their development
• Take all reasonable steps to ensure appropriate confidentiality
• In all internal and external contact, present a professional and positive image of the organization whilst developing constructive relationships
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role
• Experience of Red hat Linux
• Experience of SQL script writing
• Knowledge of Microsoft Windows Server 2000/2003
• Experience of supporting Java applications is (desirable)
• Experience of working within financial industry is (desirable)
• Works with team to create in-house tools to support the automation of manual support processes
• Works collaboratively on automation projects with the development and QA teams
• Provides on-site support to business partners during custom ESE application deployments
• Assists business partners with application specific technical questions and maintains knowledgebase articles
• Assists other team members in the Creation of architectural work-flow documentation used to identify application flows and points of failure
• Tracks user issues and keeps an open line of communication with other IT Support Tiers including Support Analysts, and development
• Documents issue resolutions in accordance with service level agreements
• Provides after hours and/or on-site support to end users
• Easy Vista (Or other service management tool)
• Superior customer service, communication, and documentation experience
• TIDAL Enterprise Scheduler or equivalent enterprise job scheduler
• Java, Java Script or .Net
• MicoStrategy Reports and Dashboards
• Practical experience working in any aspect of media/television
• Bachelor’s Degree in IT or related field and/or equivalent work-related experience
• Production management
• Applications delivery
• Local coordination for day-to-day technology related matter to CIB Banking business and key external partners (FSS, FSA, KFTC, MSPs and vendors) in Korea
• Local coordination and project management for Korea projects
• Participates in key global or regional projects for expansion of the business in Korea
• Vendor management
• Degree in Computer Science
• At least 8 years of experience in banking applications team in a corporate banking environment
• Experience on Cash and Trade products such as Internet banking / Sweeping / Clearing
• Experience on KFTC business (especially Hofinet, CMS, eGiro and eNote)
• Experience on Korea Internet Banking environment
• Familiar with Korea banking regulatory requirements and experience on Korea local regulation related work from FSS / FSA / KFTC
• Experience partnering with business on the technology agenda (production and investment)
• Experience in BAU support
• Problem and opportunity definition
• Performing data mining to produce operational and analytical adhoc reports in various formats
• Designing and maintaining standard recurring reports
• Performing data and system parameter maintenance
• Analyze adhoc report requests made by internal Business partners. Design, build, develop, and maintain adhoc reports using SQL in order to meet the Business needs
• Provide end-user support of the SMS application. Work with FTT and end-users to analyze reported problems, perform root cause analysis, and execute or implement solutions as required
• Attend training, implementation planning and other project meetings as required with respect to SMS application enhancement initiatives
• Perform time tracking and other administrative duties including attendance and participation in departmental and team meetings
• Intermediate to advanced knowledge of SQL
• College or University accreditation with emphasis on business or computer systems preferred
• IFIC Operations, IFIC Sales, or CSC accreditation preferred
• Solid understanding of Transfer Agency systems
• Must have strong analytical, problem solving and decision making skills
• Solves routine problems of moderate scope and complexity, following established policies and procedures
• Desire to know our business and understand how our business is represented by our database
• Ability to work independently with minimal direction, understanding span of control to escalate issues to appropriate level
• Applies knowledge learned through experience to be able to resolve non-routine and/or moderately complex problems
• Advanced knowledge of MS Excel including creation of pivot tables would be an asset
• 2) Manual Sanity monitoring of critical applications on a daily basis in production
• 4) Need to handle support for both WINDOWS & UNIX based environments
• 5) Has experience in UNIX Shelling scripting, Java J2EE application, WAS Admin, Unix admin, Oracle 10g basic knowledge
• 7) Monitoring tools knowledge (Tivoli, Wily)
• 9) Should be proactive be able to handle high visiblity calls with atmost attention to detail
• 10) Should be alert and able to act quickly in case of incidents
• Performing Helpdesk operations, assisting in solving technical user questions along with assigning incoming service requests over to the other BSC analyst on the team to ensure timely and high quality responsiveness to the users of the data warehouse
• Provide information, tool expertise, and ad hoc consultative services for the information warehouse user community
• Ensures that solutions to business questions are answered, documented, and made available to both the BSC team and the user community for future reference
• Provide training to users in both the tools needed to access and leverage the Data Warehouse, and on the contents and structure of the data contained in the Data Warehouse to maximize the user community’s effectiveness
• Communicates with key resources, provides issues assistance & level II support to ensure excellent and timely service to the user community. Contacts include analysts, middle and senior level managers in both the business and IS community
• Maintains the request tracking system for the helpdesk to support service level agreements and related, daily, weekly and monthly reporting
• Facilitates the communication of system changes to the Data warehouse environment to the user community. This includes: system availability, scheduled downtime, data availability and relevant issue management
• 3+ years experience working on Data Warehouse related systems/platforms
• Computer literacy/proficiency in data query tools such as SAS, SQL, Teradata, Oracle, UNIX, and MS Office
• Strong analytical & technical skills
• Proven record in problem solving and business innovation
• Comfortable in a fast and dynamic environment and ability to handle multiple tasks simultaneously
• Prior helpdesk and training experience desired
• Industry knowledge including understanding of general information requirements for customer marketing, management and risk functions
• Teradata, DB2 and Oracle experience preferred
• Ability to work independently and very self-motivated. Project management skills a plus
• Bachelor’s degree in Computer Science or related field of study or equivalent relevant experience as an Application Support Analyst

Application Support Analyst Ayala Avenue Resume Examples & Samples

• Responsible for application flow, including configuration, scheduling control and scripting
• Knowledge of SQL and Unix is an advantage
• Contribute and deliver Operational improvement projects
• Actioning and/or being accountable for requests and issues raised by Clients and ensuring they are resolved in a timely manner with highest degree of customer service
• Working effectively with customers and other IT teams within the organisation to ensure requests and/or issues are understood and directed to the correct teams for effective actioning
• Ensuring effective communication and cooperation with customers and other IT teams within the organisation for Incident Management and escalation
• Ensuring that incident, problem and change management; and BCP processes & procedures are followed and adhered to with respect to this environment and the applications it hosts
• Continuously reviewing and proposing improvements to operational processes and procedures
• Actively contributing to knowledgebase documentation associated with the service
• Exposure to banking or financial institution applications
• Practical experience with either Sybase, Oracle and SQL Server databases - SQL, Stored Procedures
• Practical experience with Remedy or similar IT Service Management software
• Practical experience with Windows based and Unix based operating systems
• Experience with working on workflow applications – workflow automation software like Pega
• Participate in 24x7 on-call roster or support coverage to cover any shift (ie day, mid, night) as required
• Build and maintain strong relationships with the business
• Engage in operational support activities, utilising specialised technical expertise as required by a business group
• Implement ITIL principles in incidents, problem solving and change activities

Front Office Application Support Analyst Resume Examples & Samples

• Work closely with business stakeholders and deliver prompt responses to queries from the business
• Support key equity derivative trading and execution platforms including 4SF, ORC Trader, PATS Promark, TradingScreen and Macquarie Systems
• Incident, Problem and Change Management
• Project manage operations components of key systems upgrades e.g. system upgrades
• Experience working with equity derivates, equity finance or other front systems
• Previous experience with 4SF and ORC Trader would be very highly regarded
• Understanding of the FIX protocol
• You will take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
• Offer consultancy and hands-on support for the transition of new services into the production environment
• Work closely with peers at other geographic centres around the world using a "follow the sun" model of application support
• Conduct capacity planning and management review on the application set
• Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with Specific Focus on the
• Providing subject matter expertise and use of incident / problem management skills in the daily output of medium high
• Taking a lead role in the team for a group of applications from 1/2 SEV Including managing, communicating status
• Assist in performing trend analysis reporting to capture and highlight repeat / common kinds of failures and make
• Strong communication and interpersonal skills required to Work Effectively Will Be Supporting --other while the members of the

Oracle Application Support Analyst Resume Examples & Samples

• Responsible for supporting, providing subject matter expertise and configuring Oracle Application modules in the supply chain, source-to-pay and record-to-report tracks, including the Oracle Inventory, Fixed Assets, Purchasing, Accounts Payable, iProcurement and General Ledger modules
• Works closely with the business teams to understand current processes, develop innovative solutions by re-engineering processes, and ensuring the deployed solutions meet our growing and evolving business needs, with a goal towards achieving a higher maturity level
• Provide expertise from a process perspective, leveraging the awareness of Oracle process strengths, supported best practices and assist in defining future direction
• Leads effort in identifying and resolving problems in Production
• Analyzes regional data to define operational metrics, KPI’s
• Presents information visually in the most intuitive and aesthetic manner using dashboards to foster a culture of data driven decision making
• Interpret customer business needs and translate them into application and operational requirements
• Develop and maintain a well-coordinated internal relationship with key decision makers and with the wider IT organization
• Lead/Support all business readiness activities including end user training, product testing and roll-out
• Design and develop beautiful, simple, action-oriented email templates in support of segment marketing, lifecycle and operational emails
• Create static on-site and off-site marketing assets that are impactful, on-brand, and drive the desired response
• Create multiple design options for large and small web and native features that achieve desired user outcomes
• Be familiar with the concepts and tools for digital A/B testing, and design various alternatives that can be tested and measured to identify the best performing version
• Quickly turn vague requests into sketches and wireframes that flesh out design objectives and identify possible solutions
• Prioritizing and resolving day-to-day systems issues and client requests
• Effectively managing client expectations and escalating where appropriate
• Involvement in a number of projects ranging from software upgrades, to business-driven enhancements
• Exposure to delivering enterprise level business wide support services
• Excellent customer service capabilities
• Strong interpersonal skills and ability to be a team player
• Participation in 24*7 on-call roster
• Involvement in application build and deployment activities
• Strong problem solving skills, with accurate decision making abilities
• A degree qualification or equivalent in a relevant computer science discipline

Application Support Analyst Rmg & Risk Services Resume Examples & Samples

• Acting as point of contact for the business supporting a number of business-critical services and applications
• Managing tasks and resolving day-to-day application issues and client requests
• Effectively managing client expectations and escalate where appropriate
• Building and maintaining strong relationships with the business
• Preparing regular operational reports and do in-depth service analysis and follow-up

Lead Application Support Analyst Resume Examples & Samples

• Strong EBS O2C business processes knowledge and concepts, so when you interact with a Customers/Partner teams, you are able to speak their business/functional language, and win their confidence quickly
• Demonstrated track record in the implementation and support of Oracle Applications 11i
• Good understanding in Oracle Standard interfaces and integrations and experience working in oracle custom modules
• High flexibility so you remain agile in a fast changing business and organizational environment
• Analyze work load, determine best practices and implement changes to improve productivity
• Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities
• Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams every hour
• Good understanding in Incident, change and problem management
• Knowledge on tools like Kintana, PPM, SFDC, ticketing systems
• Strong problem solving skills so you can quickly narrow down to the root cause of the issue reported
• Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc
• Serve as Situation Manager on highly sensitive issues
• Formal mentoring for promoting the technical and professional development of others

IT Application Support Analyst Resume Examples & Samples

• Participate in core internal Ford team to manage daily operations of applications utilizing standard ITIL V3 tools
• Ensure Critical Success Factor (CSF), Critical to Quality (CTQ) and Key Performance Indicators (KPI) are met for these applications
• Interface with Business IT and business owners to prioritize improvement efforts
• Assist with problem solving on various support tickets as needed
• Work with other IT teams (DBA's, server operations, OpsControl, etc.) to meet application requirements
• Champion documentation creation and maintenance including: operational processes, incident resolution procedures, maintenance of knowledge articles
• Identify and implement process improvements in collaboration with the business and Application development teams
• Track and incorporate metrics and data to drive team priorities and utilize problem management processes
• Knowledge of Agile and ITIL
• Knowledge of infrastructure components (database, application, web server etc.)
• Experience in a diverse global team environment
• Managing user requests for ticket management
• Add on functionality (add new function to existing clients); user and client
• Administration user incident management and on call rotation by roster
• Case management using the HP SM9 tool for over 30 applications
• Problem investigation and resolution
• Provide Impact Assessments for QCRs
• Enhancements and modifications of applications
• Deployment and testing of application fixes and changes
• 3rd party vendor liaison
• Customer liaison
• Participate in continual service improvement
• Customer and Service focused
• Good communication skills – both verbal and written
• Building good relationships with other HP teams and third party vendors
• Ability to interface with staff at all levels in the HP and client organisations
• Proactive and excellent problem solving skills
• Good organisational skills
• Good analytical skills
• Experience of working successfully under tight time constraints and/or to changing work requirements and/or priorities
• Experience of working successfully within groups/teams
• Knowledge of Microsoft Products (Word, Excel, Outlook)
• An understanding of testing tools, unit and integration test scripting and testing methodologies
• Able to apply consistent quality and security standards
• Minimum 2 years’ experience of Application Support
• An understanding of modern Software Configuration Management(SCM)
• Knowledge of Application Development
• Knowledge of ITIL Service Operation processes (in particular Incident and Problem Management)
• Knowledge of ISO2000
• Knowledge of XML
• Knowledge of DQL
• Knowledge of Oracle SQL
• 0 to 1 year experience
• Graduate of IT or any related computer courses
• Proficient with the English language both written and oral
• Has good communication and interpersonal skills
• Has a good knowledge of Microsoft Office applications i.e. Outlook, Word, Excel, Powerpoint
• Proficient/knowledgeable in SQL is a plus
• Prior experience in Technical Support is a plus
• Work is GLOBAL and may be assigned to any shift as needed
• Willing to be rotated as needed
• Willing to work during Holidays
• Willing to work on graveyard shift (NALA)
• Technical support for ESM Integration Framework and Event Automation (IFEvA) applications
• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
• Integrate technical knowledge and business understanding to create superior solutions for HP and for customers
• Incident Management, Problem, and Configuration Management activities
• Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer/HP
• Provide continual improvement recommendations/direction setting advice within work team
• Balance internal needs with customers’ requirements
• Work as part of a team, which may be virtual, global, and/or multi-functional. Seen as a resource to the team within area of technical responsibility
• Required skills: Windows Server, .Net 4 framework, WF/WCF, SQL Server, XML , Web Services, Production support
• Preferred skills: C#, Fundamental ITIL knowledge
• 3-5 years of relevant work experience
• Experience/understanding of business process, business systems development and analysis
• Strong analytical skills and writing skills, solid experience in writing functional and technical specifications a plus
• Strong Mercury Quality Center skills
• Strong Excel skills
• Intermediate Power Point skills
• Mainframe experience a plus

Oracle Application Support Analyst Ayala Avenue Resume Examples & Samples

• Acting as point of contact for the business on support issues across a number of business-critical applications
• Prioritising and resolving day-to-day systems issues and client requests in a timely manner, effectively managing client expectations and escalating where appropriate
• Monitoring of critical applications and management of issues arising from alerts
• Application maintenance related activities, such as month-end processing, license administration and environment management
• Involvement in a number of small projects ranging from infrastructure / software upgrades, to business-driven enhancements
• Testing of changes impacting CAF applications
• Oracle Applications development experience
• Oracle Open Interface and API experience
• Performance Tuning of SQL and PL/SQL
• Experience with Enterprise Reporting tools

Application Support Analyst Business Objects Administrator Resume Examples & Samples

• 5+ years of experience administrating SAP systems in RedHat/Solaris Server OS environments
• Significant previous operational support and application troubleshooting (preferable in financial services) in SAP Business Objects Enterprise Administration (Central Management Console, Designer, Desktop Intelligence, Web Intelligence, InfoView, Import Wizard, Crystal Reports, Xcelsius)
• Experience with production support of highly available applications
• Experience with Apache Tomcat, WebSphere and Oracle 11g database
• Experience with Universe configuration and row level securities
• Experience with Webi reports using Universe and Custom SQL
• Experience with Hyperlinks & bursting methods
• Working knowledge of configuring the SAP integration Kit, Crystal SDK and Windows AD SSO
• Deep knowledge of Unix/Linux and scripting
• Strong technical background in networking, operating system, system administration and performance monitoring
• Experience functioning as part of a software team, good communicator
• Self-motivated and Responsible, able to own and drive a project when necessary
• Extraordinary Troubleshooter with ability to diagnose and support mission-critical systems
• Familiarity with setting up disaster recovery plans to insure continuity of service for a Business Objects installation
• Intermediate proficiency in managing performance monitoring and tuning in a Business Objects environments
• Understanding of Custom access levels
• Strong ability to work in a highly focused technical environment together with other motivated and driven professionals, as well as the ability to work independently
• Strong organizational, multi-tasking and time management skills to meet deadlines
• Excellent verbal/written communication and presentation skills

Gti-gid Application Support Analyst Resume Examples & Samples

• Experience of working in an environment subject to Change Control, implementation policies and standards
• Strong documentation skills, ability to organize and prioritize workload
• ITIL Qualification
• Identifies opportunities to automate manual workloads
• Reviews, recommends and helps implement operational improvement to support efficiencies in the team work environment
• Works collaboratively on support and training plans to prepare other technology teams for upcoming Application deployments
• Troubleshoots and resolves moderately complex application problems
• Oracle 11G and PL/SQL
• Responsible for the continuous monitoring of software applications used within the Macquarie organisation
• Ensure all ticket requests are attended to within the agreed target completion
• Log and escalate issues that are detected to support teams
• Monitor systems and log requests, issues and incidents arising from day-to-day operations
• Determine manual actions that can be automated
• Prepare regular operational reports and do in-depth service analysis / follow-up
• Including but not limited to
• Learning the global IT products and designs, and associated procedures and processes
• Learning to work with the support tools required
• Monitoring and reacting to alerts
• Supporting the global infrastructure
• Execution of infrastructure changes
• Working with the global teams to implement new processes
• 'Gatekeep' the delivery of new services to the production environment
• Basic knowledge on but not limited to
• Working with other application support teams to resolve issues
• Liaise with vendor support contacts for the resolution of issues and bugs
• Effectively manage client expectations and escalate where appropriate
• Participate in a number of projects ranging from software upgrades, to business-driven enhancements
• Participate in application change and deployment activities including changes between environment and after office hours and weekend implementations
• Planning, executing and managing own tasks and responsibilities
• Identifying improvement opportunities in the project /applications/processes
• Providing status updates regularly in a timely manner and proactively
• Implement and drive achievement toward business and operational support goals
• Troubleshoot, diagnose and identify problems using SQL, Toad and applications. Learn and comprehend current operational procedures within the applications as applied to the business. Identify problems that are re-curing (trends) and report to IS, vendor and management. Responsible for the documentation of the description of the Incident and Problem details and resolutions in the tracking system which is used to update the knowledge base. Advise management on any alternative action needed in the course of resolving or creating a work-around for problems in the business community. Interface between Developers, Project Managers and Vendors. Provide follow up support both verbal and written, for developers, technicians, vendors and users. Communicate enhancements to support services. Escalate issues to IT, IS and vendors 80%
• Create and maintain trouble shooting guides and support documentation for the specific assigned applications. Meet with business associates to analyze trends and define resolutions. 15%
• Attend meetings/seminars to obtain information useful to application support. 5%
• Customer service skills
• Basic SQL -required
• Relational Database knowledge - required
• Interpersonal and teamwork aptitude
• Apparel Industry knowledge a plus
• TechnicalSchool/ Bachelor degree in Computer Science
• Minimum of 2-4 years of related work experience

Intern Application Support Analyst Resume Examples & Samples

• Responsible for providing 24X7 Application Support across multiple visa applications
• Responsible for applying code and operation break fixes and other proactive maintenance activities to keep the services up and running
• Responsible for evaluating the Issues reported by Visa clients and members and providing ongoing solutions
• Responsible for managing the performance and tuning of several Visa applications
• Will be responsible for managing the service and ticket SLAs and managing the workflow to achieve the SLAs
• Work on automation initiatives
• Must have a strong knowledge on Java/J2EE technologies
• Candidate must have a strong demonstrated commitment to customer service, pro-active review of processes and procedures to continually enhance service quality, service delivery and support
• Will work closely with areas across Visa including, Operations, Engineering, Service Product office, and Global Open System Development Lines
• The candidate will be heavily involved in ensuring team meets all SLA's and team objectives
• Must have a strong commitment to execution, follow through and timely communication

Application Support Analyst Unix, SQL Resume Examples & Samples

• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
• Develop strong technical expertise in Equities technology and associated applications to understand the end to end transaction flows of applications across the production domain
• Participate in ‘permit-to-operate’ reviews on Equities aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• Participate in occasional weekend support and testing around key deployments and business continuity exercises
• Participate in a support shift rotation to ensure adequate global business support coverage. This includes occasional Sunday support
• Experience working in a support capacity in a time critical environment, ideally with experience or exposure of working in a financial institution
• Responsible for leading and supporting Application Management business and production support tasks from North America
• Prioritize issues, collaborate with respective stakeholders and lead application transition from North America
• Be the voice of IT to business in addressing issues and reporting out status on periodic interval
• Ensure timely transition of operational work for Application Management as per agreed time, costs and quality expectations
• Liaise with Application Development, Technical Management, Business and other related stakeholders in resolving issues. Provide periodic updates to stakeholders on resolution
• Ensure that the application adheres to defined IT Security and Controls
• Ensure adherence to production support SLA / OLA
• Ensure appropriate use of Ford IT processes, tools and methodologies
• Lead aspects of Development to Support transition, knowledge transfer to offsite resources, support launches, co-ordinate post launch issue resolution and stabilization as well as workload management,
• Have visibility of releases in pipeline, effectively plan out for building the resource and necessary skills required for support
• Effectively co-ordinate periodic activities
• Participate in preparing the deck for customer review and lead the review with customers
• Build the knowledge, retain and sustain the knowledge with off-shore resources
• Engage Shared Services teams for support and adherence to Ford IT’s architecture standards and processes within department as appropriate
• Identify efficiencies and improvement actions to improve costs and deliverables
• Works with Project Manager to implement organization wide/Corporate IT objectives
• Act as a cover for other AP based applications for off-hour support as required

Fidessa Application Support Analyst Resume Examples & Samples

• Provide Application Support for Institutional Fidessa
• Scripting - using Perl / Shell / TCL for system monitoring, and setting up of intra-day/EOD reports
• Implement new releases, bug fixes/patches/configuration changes into production
• Liaison with Trading and escalation to Dev, Network, Systems, DBA etc
• Contact Exchanges and Brokers/Vendors to resolve connectivity issues
• Investigate trading issues identified by operations and/or front-office control
• Problem Solve issues through investigation of relevant application logs
• Creating queries to run reports for compliance enquiries
• Provide early coverage, participate in weekend activity for street wide exchange and DR tests
• Resolve application issues, raised by clients on a day to day basis, in an effective and timely manner
• Maintain system support documentation for all supported applications, ensuring it is kept up to date
• Monitor system integrity through daily system checks, to ensure a high standard of service is provided to clients
• Assist with regular system upgrades on applications by reviewing functionality changes (new/amended), system testing, client training and updating of support documentation
• Advise the team leader in developing improvements to support team processes and procedures and ensure agreed procedures are followed
• Provide out of hours, weekend and bank holiday support when required as agreed with Team Lead
• Assist with small enhancements on supported systems from time to time
• Minimum 2 years of analyzing business or technical problems, and of proposing and implementing solutions preferred
• Exposure to proven systems development experience using structured methods an asset
• Formal training in systems analysis and computer programming an asset
• Understanding of relational database design and development life cycle principles an asset
• Experience working within the Investment Services industry in either a business or IT related role
• Must have strong problem solving capabilities with an analytical, methodical approach
• Must have experience analyzing business or technical problems, as well as proposing and implementing solutions
• Have a working knowledge of supporting software/systems and how to report problems concerning business applications and data extracts
• Possess a good understanding of the business drivers within an investment services company
• Must be capable of communicating and negotiating effectively with all levels of user; both verbally and in writing
• Have a strong desire to learn and progress (motivated enough to self learn)
• Desire to stay abreast of new development tools and methods
• Must have good organization and planning skills
• Be able to work under pressure and multi-task
• Have the ability to manage conflict
• Good inter-personal skills combined with willingness to listen to users, ability to analyze requirements / problems and to propose innovative but workable solutions
• Application Support - Experience with VB.Net/C#, Sql Server, Oracle, Web Services preferred
• Data Support - Experience with Sql Server, Oracle, UNIX, Crystal Reports, BOXI, Informatica, and Autosys preferred
• Data Support - Knowledge related to transmission methods such as NDM, FTP/SFTP or SDE preferred
• Experience supporting and integrating custom applications with vendor packages and solutions preferred
• Previous call center work experience a plus
• Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST if on late shift
• Manage end-user client relationship on a day to day basis
• Resolve user queries as it relates to application support
• Maintain a knowledge base of known defects, issues, process, techniques etc. Update and manage problem tickets appropriately
• Perform post-release testing after application upgrades and/or releases. Perform desktop testing on disaster recovery environments
• Be proficient in server side process management and configuration and able to do light Production deployments
• Be able to deploy applications and troubleshoot defects
• Applications that will be supported will include, but not limited to: GTS, APAR, TCFE, TCE, TPS, BIR
• Bachelors Degree in Computer Science, Engineering or Business
• Knowledge of SQLs, UNIX, Oracle, J2EE will be beneficial and preferred
• Familiarity with AutoSyS job scheduler
• Knowledge of Web based applications / architecture (certificates, IIS, Web Services)
• Knowledge of Web Methods will be a huge plus
• Ability to communicate directly with Business and Operations
• Strong analysis, research, investigation and evaluation skills, with a structured approach to problem solving
• Results oriented and highly flexible
• Must possess the ability to quickly adapt to new systems
• Monitoring and Resolving Peregrine tick
• Extensive experience in supporting and troubleshooting J2EE web applications and databases
• Bachelors’ degree in Computer Science or related field of study or equivalent relevant experience
• Extensive UNIX and Windows O/S background
• Support multiple technology and application related projects
• Collaborate with a team of application support personnel and web developers
• Assist in developing project plans, timelines, cost estimates, assembling project teams, setting and leading project management calls, track deliverables, developing project reports, communications and updates, etc
• Primary point of contact for support and development of internal and third party support applications
• Conduct training sessions in support of new and existing processes and technology
• Must be comfortable attending global conference calls, sometimes at off hours in support of global partners in different time zones
• Lead in-person and virtual training sessions for new application users
• Provide all level of customer supports for applications (phone/email)
• Level 1 responder and manager in support of systems issues and malfunctions
• Oversee quality control: ensure consistency, accuracy and compliance with system and company standards
• Ability to work virtually and with a global team in multiple time zones
• 2+ years’ experience supporting projects for financial services, customer service or in the hospitality industry
• Excellent Microsoft Office suite skills including Access and Project. Expertise in Excel and familiarity with PowerPoint are a must
• Good understanding of technology and project management methodologies and principles
• Impeccable attention to detail and accuracy
• Experience with producing and distributing publicly facing materials
• Ability to explain complex technology issues and concerns in non-technical ways
• Bachelors in Information Technology, Operations or Business preferred

CIB Tech-f&o Application Support Analyst Resume Examples & Samples

• Regional SME lead for Cross Asset Client Connectivity
• Work with other JPMorgan Technology teams (Infrastructure, Network, Security etc) to manage the implementation of new solutions, while adhering to JPMorgan procedures and policies
• Attend information sharing and group training sessions
• Participate in out-of-hours support, testing & exchange upgrades when required
• Must have previous experience with Fix and good knowledge of Fix protocol
• Previous experience with Ullink (Bridge, OMS) a strong advantage
• OS : MS windows, UNIX and/or LINUX
• FIX protocol
• Problem Solving Skills - natural inclination towards problem resolution
• Language skills. Ability to converse in different foreign languages would be an advantage (e.g. Chinese / Cantonese / Japanese / Korean etc)
• Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
• Develop and maintain relationships with technical staff, end users and clients
• Demonstrate creativity, innovation and high performance
• “Can do” attitude, which can identify problems, take ownership, and provide solutions
• Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
• Hands-on experience in Production Support
• Hands-on experience in data analysis/ SQL
• Experience in UNIX shell or similar scripting languages
• Strong analytical & trouble shooting skills required
• Experience working in financial services industry supporting mission critical applications is a big plus
• Prioritizing and managing tasks and resolving day-to-day application issues and client requests
• Liaising with vendor support contacts for the resolution of issues and bugs
• Participating in a number of projects ranging from software upgrades, to business-driven enhancements
• Incidents and problem queue activities support and closure
• Implementing ITIL principles in incidents, problem solving and change activities
• Has SQL and UNIX project experience for 3+ years
• Experience in L2 Production support
• Well versed with ITIL v3 concepts
• Willing to work in rotational shifts (APAC & UK shifts)
• Preferably from BNFS domain
• Need good analytical skills to drill down production issues
• Good to have –

Contract IT Application Support Analyst Resume Examples & Samples

• Liaison communication between IT groups and Application Project teams
• Track status updates, changes, application account creations
• QA application account creations, access, and use
• SAP application troubleshooting
• Documentation as needed – producing spread sheets, power points, etc
• Follow security policies while carrying out support
• Excellent communication skills via phone, email, and in person meetings
• Attend and coordinate conference calls and meetings
• Technical contact for application support and IT related issues
• Resolve technical failures in a timely manner, track issues, escalations, & resolutions
• Troubleshoot & solve common IT application issues
• Work on projects as needed
• Bring ideas for improvement forward
• Support setup and use of mobile apps
• Use ticketing systems for application end user support e.g. accounts, access, trouble shooting, and approvals
• 1-2 years of IT support
• Strong customer service skills, including ability to listen, interpret and explain computer related concepts in non-technical terms
• Windows experience required
• Mac OSX support experience required
• Experience with supporting web browsers including IE, Chrome, Firefox, Safari
• Desire to multitask and solve problems efficiently and quickly
• Hands-on experience with Microsoft desktop operating systems and software
• Knowledge of Microsoft Active Directory,
• Must have extensive knowledge of computer software
• Experience with a corporate IT ticket system like Remedy
• Experience with asset and software tracking preferred
• SharePoint experience preferred
• Support key MAM Front and Back Office Systems including Composer, Dimension etc
• Be pro-active in process improvement/automation to resolve regular operations issues
• Project manage operations components of key systems upgrades e.g. Trading System Upgrades
• End to end problem management responsibilities
• Unix shell/DOS batch scripting
• SQL Scripting, ideally with Oracle/SQL Server
• Java skills preferable
• Previous Control-M Batch experience preferred, but not essential
• Familiarity with ITIL Incident/Change/Problem management
• Ability to work in a demanding, fast paced funds business
• The ability to operate independently, to be proactive, and able to interact with stakeholders across all levels

Application Support Analyst Statistical Analysis Risk & Finance Tech Resume Examples & Samples

• Provide 2nd Level support for in-house applications
• Provide leadership and Off-Hours support, as needed, to resolve system problems during non-business hours or backlogs
• Provide daily support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
• Troubleshoot and resolve application or infrastructure issues. This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
• Technical expertise on multiple platforms is required
• Must have 5-7 Years of SAS product installation experience in UNIX/AIX environment
• Adding, modifying and deleting SAS users and user privilege
• Managing software license, both client and server, installation and compliance
• Participating in infrastructure projects to improve the SAS environment
• Perform backups and refreshes
• Prepare capacity planning and sizing
• Perform Disaster Recovery Activities
• Troubleshoot and resolve production break/fix issues in a timely manner
• Participate in major release and associated code migration
• Manage, coordinate, process GTI Upgrades and Maintenance activities
• Partner with other LOB's and RFT parties to create strong partnerships and relationships (ie; Exadata, GTI, GFO, Janus)
• Validate Release performed by interfacing applications(Janus, RDT,RDI, PUMA, IBIE, CORE, BP LE, Radar)
• Perform metrics reporting for senior management
• Microsoft Excel, Power Point and word are required skills
• Perform System Health Checks
• Monitor production batch processes and send consistent communications to senior management team
• Identify issues and open defects on ALM
• Open Peregrine tickets for production incidences
• Participate in Hygiene activities to create a robust environment
• Perform production readiness procedures
• Create change management incidences for production break fix and maintenance items
• Business Analysis and/or Financial knowledge is an asset
• BPM scheduling took is a plus
• Strong UNIX and SQL is a plus
• Oracle knowledge is a plus
• LRI application knowledge is a plus
• BS degree in CIS required
• Masters in CIS is a plus
• Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST
• Be proficient and / or willing to learn server side process management and configuration and we able to do light Production deployments
• Applications that will be supported will include, but not limited to: Loan IQ, Business Objects Reports and Firestar. Additional applications being on-boarded include ACBS, eCLIPs, Chase Warehouse Lending, Promerit, Franchise Finance Website, Bulldog, ABLE, and Leasepak
• Responsible for application flow, including configuration, scheduling control and scripting. Knowledge of shell scripting, knowledge in C++, .NET and Java is an advantage
• Contribute and deliver Operational improvement projects. Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• Drive continuous improvement of our processes and demonstrate initiative and creativity in problem solving

Unix & Windows Application Support Analyst Resume Examples & Samples

• Knowledge of the overall business operating models and underlying technical architecture
• Extensive database experience
• Excellent knowledge of PL-SQL, Oracle
• Basic Knowledge of web application Server
• Basic Knowledge of Batch scheduling
• Basic Knowledge of ETL
• Source code management products (SVN, Clearcase)
• Transfer pricing Domain
• OFSSAI Technologies, Basel module
• Total experience should be 6 months to 2 years in software Industry
• 6+ months of production support experience.( nice to have)
• 6+ months of experience with enterprise class scheduling software. Control-M preferred. (nice to have)
• 6+ months Experience on a UNIX platform, Oracle database and SQL
• 12 months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred (nice to have)

Mis Application Support Analyst Resume Examples & Samples

• Strong Oracle 10g/11g development experience: SQL and PL/SQL
• Unix OS and shell scripting skills
• Strong understanding of the data attributes associated with Investment banking products and trading environments
• Proven ability to evaluate technologies and make recommendations on technical solutions to best solve business problems
• Certifications in Oracle
• Concepts and knowledge of Financials and Accounting
• Good Written and verbal communication
• Coordination Skills
• Flexibility
• Relationship Management / Partnership
• Work to manage and maintain Retail server frames deployment, partitioning, and capacity
• Work with application partners and architects, and participating in the design and documentation of the infrastructure and systems, building out the end-state solution, and working with production support teams to ensure a smooth transition into production
• Post-production, serve as a knowledge expert for issues that arise with the designed/implemented solutions. Provide technical decisions and direction when working with project managers, application developers, and business partners
• Act as an advocate for the customer's technical needs while ensuring compliance and adherence to all applicable processes, procedures, and standards and recommend solutions and alternatives in situations where they view efficiencies are not being obtained
• Work on include large-scale cross-function application environments, smaller simple application servers, systems re-engineering/re-design, and system/site moves
• 5+ years hands-on experience implementing Windows 2003/2008/R2, experience implementing Red Hat Linux servers (5.x), together with experience on AIX in a large enterprise environment
• 5+ years experience designing highly reliable/recoverable UNIX-based solutions that address specific business needs and requirements
• Working knowledge with SQL Server 2008/2008R2
• Experience planning /configuring and deploying Group Policy in a complex desktop and server environment
• Experience with determining correct solution sizing/scaling based on business requirements
• Solid experience with clustering, load balancing and high availability solutions
• Thorough understanding of web and FTP services
• Experience implementing WebSphere or WebLogic solutions strongly desired but not required
• Thorough understanding of storage related technologies from a server perspective; working with provisioned SAN, external/remote storage media, etc
• Knowledge of server to network interfaces, TCP/IP protocols, TCP/IP routing, IP switching, DNS and DHCP
• Experience supporting various directory services including Active Directory
• Leadership abilities: ability to drive discussions with client, provide leadership for UNIX team members, and explain complex issues to AD partners and senior management
• Must be able to remain focused on critical deliverables while remaining aware of simultaneous communications and issues
• Experience working in a "hands-off" environment driven with controls/process in place
• Application flow, including configuration, scheduling control and scripting. Knowledge of shell scripting, knowledge in C++, .NET and Java is an advantage
• Identifying potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• A quick-thinking problem solver, able to assimilate data rapidly in order to present solutions to day-to-day incidents
• Able to manage own work and mentor junior staff in technical areas
• Open to night shift, shifting schedules and split week work patterns

Iseries / As-application Support Analyst Resume Examples & Samples

• Good problem solving and analytical skills
• Ability to define, adhere to and contribute to process improvement and problem resolution processes
• Time management skills and the ability to schedule your workload
• Experience of large financial and banking systems
• Proven AS400/iSeries experience in a development and/or production support environment (with current knowledge of OS400, CL, RPG, ILE, MQ Series, SQL)
• Knowledge of GMI, ACBS, ROBOT, Turnover and ALDON vendor packages desirable
• Experience working in the Banking or Asset Management sector
• Experience in providing business application support
• Understanding of Windows, UNIX, SQL, Oracle, SSRS, Including strong database querying skills
• Provide time critical support to production publishing systems
• Work to tight deadlines
• Work closely with development teams
• Work directly with key business stakeholders
• Understand the data flow and management processes
• Manage and deploy software and data change requests
• Troubleshoot database and application issues
• Identify and provide proposals for process improvement
• Be involved in on-going project work
• Create and maintain operational documentation
• Be exposed to a mix new and old technologies
• Microsoft SQL 2005/2008/2012
• T-SQL / SSIS / SSRS
• Microsoft Windows 2008/2012 Server
• ASP/ASP.NET Web Applications/Services
• Exposure to scripting/programming languages
• AGILE (KANBAN)
• Working closely with portfolio managers to develop portfolio construction/optimization application
• Designing and implementing the next generation of portfolio construction and portfolio analytics visualization tool
• Very pro-active, delivery focus, strong experience on Agile programming

Application Support Analyst Undergraduate Intern Resume Examples & Samples

• Previous experience in customer service, help desk support or application support an technical environment
• Experience managing projects in a dynamic, team environment
• Superior Customer Service skills
• Knowledge of ITIL or other service management methodologies
• Experience or previous job history as a Business Analyst or Business Systems Analyst ITIL Foundation
• Preference for a candidate working towards a degree in a technology or business related field. Desired BS in Computer Science
• Work on some of the most complex challenges in large scale computing by utilizing your skills in data structures, algorithms, and object oriented programming
• Provide Level 2 Incident Management support for customer facing web applications with a goal of meeting business service levels. Take ownership of critical issues, enlist proper representation from other IT support teams and drive towards resolution
• Monitor and maintain operational readiness of Enterprise Applications including AWS hosted applications and provide 24/7 support as needed
• Support Autodesk enterprise growth and ensure stability through maintenance activities on various Enterprise Applications
• Work with open source tools, create API, rich dashboards and implement proactive monitoring
• Provide application support for multiple RPS applications,across distributed and mainframe platforms
• Work on production issues, queries, requests and if needed reach out to the AD oncall for resolution
• Work on production data updates
• Monitor issue trends, perform RCA and communicate the same to AD teams. Identify strategic optimization and
• Undergraduate degree Minimum 6 or more years current work experience in a distributed Java based environment is a
• Extensive experience supporting Level 2 applications or OS/DB platforms
• Good listening skills, in order to continually improve an application based on interactions with x-impacted teams and users
• Ambition, energy and enthusiasm will be a key trait to any individual's success in this role
• Resolving incidents and fulfilling requests raised by clients and ensuring they are completed in a timely manner with highest degree of customer service
• Working collaboratively and effectively with customers and other IT teams within the organisation
• Ensuring incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Reviewing and proposing continuous improvements to operational processes and procedures
• Contributing actively to build the knowledge base associated with the service
• Participating in 24 x 7 on-call roster
• Provide 1st/2nd line application support to internal users and external clients
• Analyse moderate to advanced inquires and lead problem resolution
• Pro-actively identify areas where support queries can be reduced, and identify, document and potentially implement small scale solutions and encourage the global team to do this
• Communicate clearly and concisely, and escalate issues on a timely basis. Keep management informed of progress and issues
• Develop and maintain relationships with other technology teams
• Degree in Computer Science, Electronics, Physics, Mathematics, Engineering, Finance or Economics
• An understanding of the full software lifecycle
• Experience in application support in a Front Office/Trading Environment
• Knowledge of financial markets
• Knowledge of enterprise systems
• Project coordination experience required (coordination / follow-up of tasks handled by external teams, testing / acceptance of deliveries)
• Development and debugging skills in Unix, Oracle SQL/PL-SQL and Java/J2EE
• Significant day to day support experience in a banking or financial services environment required (functional and technical analysis)
• Graduate in Computer Science/information science or its equivalent
• 2 to 4 years of experience in the banking or financial services domain
• Other Value-added Competencies
• Knowledge of TRADE FINANCE fields is an significant advantage
• Experience working in a banking environment is preferable
• Ability to communicate with the counterparts in China is Mandatory
• 12+ months of production support experience
• 6+ months of experience with enterprise class scheduling software. Control-M preferred
• 36+ months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
• Total experience should be 7 years in software Industry
• 6+ months of production support experience
• 60+ months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
• Application flow, including configuration, scheduling control and scripting
• At least 3+ years experience supporting of mission critical systems in a high pressure environment
• At least 2+ years experience in SQL and relational databases
• Experience in at least one or more of the following technologies, including automation scripting
• Partner closely with Application Development, Testing teams, all data consumers, and other dependent support teams
• Participate in on-call rotation for application support, including weekends and off-hours
• Improve productivity, supportability and efficiency by automation of repeatable tasks using tools and scripting
• Produce production metrics
• Performing a daily health check of intra-day/overnight system batch processes
• Prioritising and resolving day-to-day systems issues and client request
• Participating in 24*7 on-call roster
• Involvement in a number of projects ranging from software upgrades, to business-driven enhancement
• At least2+ years experience in SQL and relational databases
• Degree in Computer Science, Electronics, Physics, Mathematics, Engineering, Finance or Economics is essential
• Experience in application support in a Front Office/Trading Environment is preferable
• Knowledge ofenterprise systems
• Runs technical bridges, as required and leverages experience and organizational knowledge to reduce MTTR (Mean Time to Recover)
• 5+ years experience working in both Unix and Windows environments
• You have at least 2 years of Application Development work experience in a client server and or Web environment that demonstrates exceptional technical design, coding, testing and debugging skills
• 2+ years experience with .NET
• 2+ years experience with a Oracle
• In addition, you will be qualified if you understand business requirements, can write functional requirements, develop detailed technical designs, and build / unit / system test application code
• Strong working knowledge of Oracle RDBMS
• Proactively monitoring system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
• Problem, change, incident management and automation of application/system monitoring
• Contributing and deliver Operational improvement projects
• Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Review and propose continuous improvements to operational processes and procedures
• Contribute actively to build the knowledge base associated with the service
• Participate in 24 x 7 on-call roster
• Participate in the on call rotation to ensure after hours coverage is required
• Responsible for assisting Level 1 and 2 Customer Support Analysts in the timely resolution of customer support issues through providing training, advice, recommendations, consultations, conference calls and problem escalation
• Coordinate special requests from users that require in-depth or specialized knowledge of both property and business applications
• Perform small group training and provide documentation as needed
• Write and maintain queries using SQL, to troubleshoot and solve DB issues
• Research and troubleshoot all issues prior to escalation to Development, including gathering information needed to produce fixes and enhancements, documenting steps to reproduce problems in house, review and verification of enhancement requests and directly interfacing with customers to manage problems through to timely resolution
• Responsible for answering customer calls from the Customer Support telephone call queue, email and web to ensure the highest level of customer satisfaction and customer service possible
• Continually transfer knowledge to the department
• Must have good customer service as well as technical, analytical and problem solving skills, good written and verbal communication skills
• 5+ years of experience in SQL support including query writing. May modify or edit existing support scripts
• Thorough working knowledge of HEAT call tracking software and its application to our operation
• Excellent troubleshooting, diagnostic, process, and procedural skills to include: root cause problem analysis, a mindset which allows them to continue looking for a solution when others might give up, and the ability to approach a problem from more than one angle to find a timely resolution
• Reviewing and propose continuous improvements to operational processes and procedures
• Gaining business understanding of how the product is used
• Working closely with the Digital and eComm team to ensure compliance with Incident, Request, Problem, Change and Release processes and procedures
• Providing documentation as may be required
• Providing reports to track progress
• Identifying improvement opportunities in the project/applications/processes
• Suggesting process and procedure improvements
• Understanding the business that the application and infrastructure supports

Application Support Analyst Associate Resume Examples & Samples

• USRRP-Axiom - Local Regulatory Reporting for US
• DaVinci - Third Party Regulatory Reporting application
• FRS Financial Analytics - Third Party Regulatory Reporting application
• Finarch , Brussels- Third Party Regulatory Reporting application
• Autosys , ControlM- Scheduling, monitoring and alerting infrastructure
• Unix shell scripts
• Coordinate with client and support teams on issues
• Analysis of the problem statement and suggest solutions
• Communicate with all stakeholders on problem statement, possible solutions, intermediate issues and overall status of work assigned
• Coordinate with Build teams for all changes, documentation and handover
• Knowledge of incident / problem management
• PL/SQL Stored Procedures support/development
• ClearCase version control software
• Effectively adapt to necessary changes in work requirements, roles and responsibilities
• Ability to work under pressure and deliver on time

Gid L Gnap Application Support Analyst Associate Resume Examples & Samples

• Basic project management such that one can lead the execution for any owned tasks, milestones, or projects
• Excellent oral communication across multiple levels of the organization from engineers, users, and different managers. The ability to work well at multiple levels of the organization
• Excellent written communications to assure email clarity and professionalism with users and team members
• The ability to challenge other functional staff around service, and drive calls to resolution during incidents
• Basic knowledge of db and how it relates to applications
• Experience with existing GTI tools
• Experience using call/ticketing software
• 2-3 years experience with Linux and Shell scripting
• 2-2 years of experience in Perl/scripting language and / or Java
• Deliver 1st and 2nd line support for Equity Cash, Portfolio Trading and Derivatives OMS and execution platforms
• Manage releases of new and existing applications to the production environment
• Perform analysis and testing of new and existing applications as required
• The candidate will be required to look across the entire production environment to aid continuous improvement with the state and supportability of production systems
• Build and maintain relationships with business users and other stakeholders
• Work closely with Development and infrastructure teams to ensure that issues and defects are reported and actioned and meet business requirements and timelines
• Work closely with other Tradeplant team members across the Asia Pacific region and globally to ensure consistent service delivery and standardisation
• Expertise in providing trading application support to cash equities and derivative traders
• Working knowledge of order flow, Cash and FFO market access and exchange gateways
• Technical expertise in the following:- Fidessa FTW, OMAR, AMMA, FDA, ORC
• Experience in support of high touch traders use of Algorithmic trading strategies - VWAP, TWAP (Clock), IS, POV, MOC, Get Done
• Creative Thinking
• 6+ years of experience in IT operations
• Demonstrated knowledge of ITIL processes
• OS and Web support, IIS, Tomcat, and/or Apache experience required
• Monitoring experience required (Tivoli, Apica, Topaz, VCOPs, App Dynamics)
• Excellent analytical and problem-solving skills
• Ability to work with Application Development , Business Analysts , Quality Assurance and associated Technology/Operations Teams to understand all application layer functions and related downstream
• Experience with IT Risk projects
• Experience with operations capability projects
• Database support; SQL and DB administration experience preferred
• Interact with various teams to ensure a stable production environment, including but not limited to client facing support, application developers, business analysts, infrastructure, build & deployment and quality assurance
• Develop strong working relationships with the business and aligned application and infrastructure support teams to assist in support issue prioritization
• Perform timely escalation of critical production incidents and proactively identify patterns of recurring incidents to improve service stability
• Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning amongst the team
• Work directly with other members of the development, project management and business teams
• Application Change Management - Decision making and approval of all changes, assess risk/benefit, and coordinate with Service Delivery Managers and Chase business teams communication and timing
• Batch Monitering
• Perform hands on triage and break fix (level 2 and 3 support), adhoc reporting, code walk-thrus, and core processing internal wellness checks
• Responsible for small development projects and initiatives which will include new functional requirements, process tuning and "Break" fixes
• Work within prescribed Chase Card Services development methodologies and standards
• Support changes/applications post implementation by debugging, fixing, and participating in maintenance releases as needed
• Become knowledgeable and familiar with the overall ES platform, and subject matter expert on your particular subsystem. Travel may be required for training on the ES platform
• Stay abreast of new technology and methods to optimize development for the enterprise
• Mentor and provide technical guidance to other Application Developers on the team
• Participate in Testing, Implementation Planning and Execution of complex applications
• On a day-to-day basis, you'll be expected to
• Create technical specifications, Develop code and test for small business requirements, process improvements and break fixes
• Perform Daily Production Monitoring and Reporting
• Provide first call level production support for the suite of applications
• Provide technical and programming support and mentoring to Application Developers
• Develop error free code that complies with all code standards and methodologies
• Bachelors degree in Computer Science or related field of study or equivalent relevant experience in mainframe programming
• 2-4 years of experience with large mainframe based applications built with Cobol and DB2. - Other Mainframe Technologies that would be nice to have/added plus: IMS/DB, CICS and MQ Series
• Mainframe Tools - EasyTrieve, CA7, Changeman, Sync Sort
• Experience and knowledge of change management, implementation planning and release management
• Experience and knowledge of in code management and versioning methodologies with experience with a leading code management tool
• General experience of credit card industry experience not required but preferred
• Ability to work well either independently or as part of a team

Tech Application Support Analyst Resume Examples & Samples

• Interface and support for all technology related matters in Romania ICG business, including (but not limited to) the problem management, reporting activities, testing, documentation
• Maintain, support and assist in the testing of changes to applications and their operating environments
• Ensure the availability of applications for the client and deliver problem management resolution. May provide technical solutions/developments (fixing application problems, small app enhancement, local reporting tools for situations where regional/global tools are not available)
• Support of offsite business recovery and technology disaster recovery testing
• Ensure the technology policies are followed
• Establish and maintain effective working relationships with technology developers team, with local ICG operations and with regional technology groups, when required
• Understand business plans and ensure that technology solutions are in line with business needs
• Ensure the highest quality of customer service for the ICG business and clients in the country
• Monitor service delivery and address any service delivery issues / outages with the ICG business, ensuring all technology units respond in a coordinated manner to address issues
• Ensure all application development projects are fully compliant to strategic architectural roadmap for ICG business as clarified by regional product architects
• Work closely with in country, regional and global support teams (Data Centres, product support teams, centres of excellence, etc.) to identify and highlight areas where support model for country can be improved, optimized
• Perform various administrative activities as required within One tech department
• The successful candidate will have experience in the following areas
• Must be able to interface on both technical and business aspects with various levels within the organisation (e.g. CBM, SCOO, CCO, Product heads for Region, Junior Engineers etc.)
• Good interpersonal, communication, leadership and management skills
• Strong organizational and follow-up skills and the ability to multi-task effectively in a high-volume environment
• Customer-oriented
• Relationship building and influencing skills
• Strong problem-solving skills and analytical approach
• Team Oriented with a collegial approach to addressing challenges
• Ability to remain calm and objective in a high-pressure environment
• Ability to work in a team of diverse skill sets and cultures
• Ability to influence remote teams
• Good communication in English and Romanian
• B.S./B.A. degree level is desirable, although relevant experience and strong track record more important
• Design, develop and implement strategies to improve overall efficiency of the WTS support model to maintain and exceed applications availability SLAs
• Providing subject matter expertise in the management of the Back Office Suite of Applications including but not limited to PrimeOE, TDSS REC, Wealth Client Onboarding, Wealth Transfer System, Ticketing Application, Arrow, Cornerstone, DRIPS and CASE
• Taking a lead role within the team for a group of applications including managing Priority 1/2 issues, communicating incident updates to business partners and management teams, monitoring/managing problem ticket queues, escalating with internal/external support teams, and taking a lead role or assisting with creation of Post Incident Reviews as required
• Provide Level-2 support for multiple applications across distributed and mainframe platforms
• Work on production incident management, business request, application recovery, disaster recovery, functional account management
• Perform application monitoring, job scheduling, file transfers, outage management and change management
• Coordinate with AD teams or other teams to perform RCA
• Post patching and hygiene validations
• Effectively document processes and update Knowledgebase
• A minimum of three (3) years of experience in a development or production/support environment with first-hand experience in incident management and change management
• Ability to perform root cause analysis and perform critical thinking around driving an issue to resolution.-Technical experience supporting distributed platforms
• Experience maintaining SharePoint sites and Confluence
• Two (2) to three (3) years experience in UNIX
• One (1) to two (2) years experience in Database (MS-SQL, Sybase/Oracle.)
• One (1) to two (2) years experience in Unix scripting such as ksh and perl
• One (1) to two (2) years experience using scheduler software such as Control-M, Autosys
• One (1) to two (5) years experience with file transfer software such as WinSCP or FileZilla
• Basic knowledge of networking technology
• A minimum of five (5) years of experience in a development or production/support environment with first-hand experience in incident management and change management
• Ability to perform root cause analysis and perform critical thinking around driving an issue to resolution
• Technical experience supporting distributed platforms
• Prefer a Bachelor of Science degree in a technical field
• Prefer financial industry experience, credit card and/or payment systems experience
• Development experience highly desired
• Knowledge of mainframe and/or tandem platforms a plus
• Experience with Oracle Database
• Ability to work well in a team oriented, agile environment
• Specific Technical and Business Skills
• Required 3+ years minimum experience in IBM WebSphere environment
• Ability to create and manage scripts and using CA products
• Strong knowledge of Wily, Splunk, Foglight, Interscope, Nagio monitoring tools
• Experience in planning and executing HA/DR activities and driving BCP strategies and perform tests and reporting
• Strong knowledge of UNIX operating system
• Strong ITIL knowledge and processes of Incident/Change and Release management
• Experience in working on monitoring tools like Tivoli, Site scope etc…
• Required prior experience working at a large tier 1 global financial institution
• Strong understanding of Web Services
• Strong working knowledge of Java 1.6+, WebSphere Application Server 7/8.5
• Ability to use Maven for build automation
• Ability to work with existing code as well as expertise to produce solutions bottom up
• Experience with Rational Application Developer/Eclipse IDE
• Working knowledge with Oracle Database configurations and performance management
• Thorough knowledge of SDLC (Software Development Life Cycle)
• Experience with Source Code management techniques/ tools
• Demonstrated teamwork and ability to work with diversified multi-location team
• Strong interpersonal skills and time management skills
• Preferred skills
• Exposure to Appway™ tools and development processes
• Experience with supporting web based client facing financial systems
• Understanding of the Private Banking business
• Prioritizing and resolving day-to-day systems issues and client requests in a timely manner, effectively managing client expectations and escalating where appropriate
• Experience with Java (SEAM), VB / VBA and Access applications, Oracle databases, working knowledge of Access, Sybase and SQL Server databases
• Knowledgeable in applications and systems fit into wider infrastructure, e.g. networks, DMZs, firewalls
• Design and Build tools to enhance the support function
• Produce production metrics and Senior management Scorecards
• Experience : 5-7 years of work experience in Applications Support / Infrastructure Support Environment
• Ability to comfortably use and adapt to a number of different technologies to analytically direct the team to resolve complex issues
• Strong working knowledge in UNIX/Linux/Windows and Oracle/SQL Server (SQL Querying, SP, triggers, views & other DBO.)
• Resolution of any incidents within SLA
• Management of any issues arising
• Addressing any change requests raised by Salesforce Application business users
• Developing solutions to solve business problems and enhancing functional performance
• Developing application test plans and undertake test related activities
• Ensuring the reliability and availability of the Salesforce Application
• Working alongside development & support teams internally & externally
• Degree educated or relevant experience
• Previous experience of supporting and implementing applications in a large environment
• A working knowledge of LAN, WAN and Operating systems (Windows or I-Series) is desirable
• Previous client-facing experience
• Knowledge of ITIL processes is preferable
• Knowledge and experience of any of the following would be an advantage but not essential: Salesforce administration, Salesforce force.com declarative configuration, Apex programming, Enterprise Architecture methodologies specifically including SOA and web-service interfaces, ETL architecture
• Strong Business Partnership
• Establishes and maintains working relationships with the various different businesses that are supported
• Manage expectations with the Business
• The ability to provide 1st level support onsite for all production JPMorgan applications
• The ability to understand and communicate business flows and local nuances impacting business
• Handle internal and external customer inquiries
• Managing User / Client Set-ups and business expectations
• Exchange / Banking connectivity understanding at various levels i.e. Infrastructure and Application stacks
• An understanding of location regulatory / compliance rules / risk and control
• Ability to react, escalate and engage the right people to manage System Alerts in a timely fashion
• Understand the essence of the business(s) and deliver first class support
• Works in an open and engaging manner across all internal teams to ensure proper service delivery
• Contributes / refines appropriate support and knowledge management for existing products
• Engages to collect business requirements and implement new functionality
• Participates in out-of-hours support and testing
• Participates in Disaster Recovery, SABRE, exchange and Street-wide resiliency activities in support of applications and the business
• Minimum holding of Bachelor’s degree in Computer Science/Information Systems, or equivalent
• Fluent in English both conversation and writing skills
• Minimum7 years of IT experience with background in security engineering, application development/support, or equivalent technical production support experience (Required)
• Minimum 7 years of experience with background in support of the Internet/Intranet/Web Base Application or Internet Banking (Required)
• Minimum 5 years of experience in working with the Incident Management, Chang Management, SDLC, and Production support experience
• Must have full life-cycle development experience in a large financial services firm, preferably in Banking & Securities
• Strong technical skills in these areas: Oracle, JAVA, JSP, SQL, CITRIX, SiteMinder (Moderate to expert), Weblogic/Webspshere (moderate to expert), UNIX (Moderate to expert)
• Ability to influence and lead technical conversations with varied Technology support groups (Required)
• Experience in Banking and/or Securities business is advantage
• Microsoft Windows Server 2008-2012 administration (essential)
• Microsoft IIS 7-8 configuration and support (essential)
• Microsoft SQL Server 2008-2012 basic administration (essential)
• Linux CentOS 6+ administration (essential)
• Exposure to SAP NetWeaver (beneficial)
• Good understanding of infrastructure technologies and principles, e.g. VMware, networking, VPNs, load balancing
• Support of applications published through Application Virtualisation technologies, e.g. Microsoft RDS, Citrix (beneficial)
• Experience with troubleshooting principles, methodologies, and issue resolution techniques
• Experience of medium/large scale solutions, distributed systems, scalability and bottlenecks in global environments
• Understand application level security policies
• Ability to understand the business goals of the end users and the business in general
• Experience of working with software development teams using Agile methods
• Strong delivery focus and passion for quality and innovation
• Respond to support issues and service requests, providing appropriate advice and solutions within agreed SLAs/OLAs
• Escalate issues and requests in accordance with designated processes and procedures, including supplier and senior management escalations
• Take part in weekly on-call rota to provide 24/7 support and be available for out-of-hours work when required
• Deliver assigned projects on time and with a focus on quality, working in collaboration with other technical teams and business stakeholders
• Work according to IT Service Management processes (ITIL), e.g. Change, Incident, Problem Management, etc
• Participate to the Service Transition process for bringing new applications into the support process
• Contribute to the definition and management of the applications support model and associated processes
• Contribute to the proactive management of support applications including performance, scalability, capacity, compliance, security, supportability (including patching) and maintainability
• Create and maintain documentation (processes, procedures and wiki information) for supported applications
• Maintain and enhance performance of supported software and applications across the organisation
• Identify and recommend support process improvements
• Contribute to the development and documentation of policies and procedures for consistent applications management
• Assist in developing and documenting IT business continuity and disaster recovery procedures
• Performs in-depth analysis of production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence
• Assumes the role of Lead Support Analyst on major projects and strategic initiatives, interacting and collaborating with team members and other departments, as appropriate, in order to gain knowledge relevant to application support (such as understanding new functionalities, what parts of the system is being changed, and required environmental changes) to ensure successful implementation of the environment changes
• Writes and executes unit test cases and assists project teams with integration and user acceptance testing as required to ensure that the applications function per specifications
• Completes project deliverables (e.g., assists in the building of project check lists) in order to contribute to project implementations
• Participates in Disaster Recovery exercises, as a member of the technical recovery team or control centre and contribute to the success of the Disaster Recovery tests
• Possesses a university degree and 5+ years of technical/application or production support experience in the Canadian Equity space
• Previous experience working in or supporting a trading room environment, high degree of familiarity with various products (equities, options, futures etc.), trading systems, market regulations and market data applications
• Specific experience with or exposure to FIX protocol is considered a strong asset
• Exhibits solid knowledge of networks and databases
• Is comfortable working with UNIX/POSIX environments
• Completion of Canadian Securities Course (CSC) or actively is considered a strong asset
• Broad understanding of a significant segment of trading business processes, methodologies and industry standards
• Exhibits solid analytic ability for complex problem solving

L Lead Application Support Analyst Resume Examples & Samples

• Acting as Level 1 point of contact for the business supporting a number of business-critical services and applications
• Prioritizing and resolving day-to-day system events, alerts and known issues
• Responding to client requests including IVR (Interactive Voice Response) experience
• Involvement in a weekly/monthly patching activities and business-driven changes/enhancements
• Managing rosters and ensuring that the tasks of the team are performed diligently per expectations

Aiocapitalmarkets Application Support Analyst Resume Examples & Samples

• Proactively monitoring the system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
• Problem, Change, Incident management and automation of application/system monitoring
• Offering consultancy and hands-on support for the transition of new services into the production environment
• Working closely with peers at other geographic centres around the world using a "follow the sun" model of application support
• Knowledge of processes around production support
• Flexible to work in EMEA shift and be part of the rota for overnight and weekend on-call support
• Certification in ITIL - Service Operate would be a huge benefit
• Provide proactive and reactive support to application and operational issues across both production and non-production environments
• Liaise with other support and development departments where necessary to ensure incidents are resolved quickly and efficiently
• Review and implement improvements to the support process
• Follow the release and change process
• Plan, execute and review maintenance tasks and deployments
• Experience of supporting Java applications
• Experience working within financial services
• Experience of working within an ITIL framework
• Experience working with market data
• Knowledge of enterprise backup infrastructure
• Provide daily support to end users in the front, middle and back office
• Analyze and propose improvements to business processes, system performance and data integrity; reduce manual processes and increase automation
• Provide hands-on application support for mission critical systems pertaining to
• Employee Assistance Program
• Health Advocacy Services
• Basic Life & Accidental Death & Dismemberment Insurance
• Voluntary Life & Accidental Death & Dismemberment Insurance
• Short Term Disability
• Group Long Term Disability
• Travel Accident
• Health Savings Account
• 401(k) (50% employer match up to IRS limit, 4 year vesting)

Application Support Analyst Japan Rates Resume Examples & Samples

• Athena xLOB agenda. Together with the rest Athena community in the region, define the support procedures for Athena that will be shared by different teams and LOB, reuse tools and build support tools where applicable
• Problem and incident management
• Incident review
• Support and monitoring of the STP feeds
• Oversight of the Athena batch
• Clear analytical thinking and excellent communication skills
• Self-starter & ability to work in a team or autonomously when required
• Object oriented programing
• Python, C++ and/or Java
• 4 yrs of work experience
• Degree Holder
• Application Monitoring and Event / Alert Management
• Incident Management (L2 support)
• Request Management (L2 support)
• Change Management (Prod Verification activities)
• Problem Management (Identification and Investigation)
• Risk Management (User Access Review/ Production Business Continuity tests)
• Automation of Manual work items
• Work in a rotating 24x7 shift roster to address business user requests, resolve support issues and monitor batch job processing
• Contribute to Problem record identification, investigation and resolution
• Contribute to Application maintenance activities
• Contribute to Business Continuity and Disaster Recovery exercises as part of Production Assurance and Technology Resilience
• Contribute to change management which include scoping, review and
• Preparation of change documents, implementation and post-change testing
• Contribute to maintenance of systems operational documentation and knowledge management processes
• Contribute in environment-related activities as part of change management through system configuration, environment patching and system maintenance
• Contribute to proactive activities through automation of manual work items and introducing enhancements in the Production environment
• Ensuring support processes are followed in alignment with broader IT operations teams/processes
• Strong understanding of databases (Oracle and MSSQL)
• Strong understanding of datawarehousing and ETL principles
• Strong understanding of Windows Servers
• Strong understanding of ITIL processes. Usage of tools to enforce and support these processes such as Remedy is a plus
• Experience with working on ETL platforms such as SSIS and Procedural language extensions such as PL-SQL and T-SQL is preferred
• Experience on PowerShell, Batch or UNIX scripting is preferred
• Hands on experience of working with Regulatory Reporting systems is or similar BI tools ( like SAS, OBIEE, BO) is advantageous
• Understanding of general ledgers, balance sheets and finance systems and/or regulatory rules will be big plus
• Effective communication, relationship and stakeholder management skills
• Willingness to accept responsibility and work as part of a team
• Strong client service focus and willingness to respond to queries and provide deliverables within prompt timeframes
• Flexibility to deal with changing priorities and multiple work streams
• Ability to prioritize tasks effectively
• Ability to raise and discuss any and all issues in a timely manner
• Ability to proactively identify challenges and opportunities for the team's overall improvement

Cognos Application Support Analyst Resume Examples & Samples

• Creating, enhancing and maintaining relational/DMR/OLAP metadata Framework Manager Models to support business requirements
• Define and follow Cognos development best practices
• Write and maintain technical specifications that describe program development, data modeling, coding, testing, changes and corrections
• Analyzes, troubleshoots and tunes product performance and fixes deployment issues
• Bachelor degree in computer science (or related field)
• Good understanding & knowledge of Database & Data warehouse concepts
• Must have recent experience in Cognos 10.x version
• Proven creative problem-solving abilities

Qlickview Application Support Analyst Resume Examples & Samples

• You will be responsible for providing L1/L2 Support. This will involve supporting the application (online and batch processes) and resolving customer issues and queries
• You'll use production support procedures to support Control Room functionality and contribute to support documentation
• You will identify and troubleshoot application code-related issues to provide superior feedback for approved user documentation
• You will perform research and development tasks where required with guidance and supervision
• Qlikview experience of 4-6 years
• Experience developing in QlikView version 11 and above
• Proficient in Qlikview Developer & Designer
• Understanding how QVDs work with QlikView to provide a scalable and reusable data layer
• Design and develop effective QlikView data models and front end applications using QlikView
• Extract, transform and load data from multiple data sources into the QlikView application
• User interface knowledge (tables/graphs/charts/expressions/tabs)
• Experience with Set analysis, Extension objects and Qlikmaps
• Tune data loads and QlikView application for efficient performance
• Experience with Business Intelligence tools, methodologies, responsibilities
• Experience writing SQL queries, executing and debugging them
• Fast learner with strong analytical and problem solving ability
• Follow implementation standards
• Ability to work alone and as part of a large team

Mainframe Application Support Analyst Resume Examples & Samples

• Work as part of the operate organization to deliver Production Management objectives
• Develop strong technical expertise in Mainframe technology and application support
• Proactively identify and communicate issues, leveraging standard alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, and resolve for Mainframe applications
• Support deployment activities into production environment
• Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to front-line support teams
• Experience between 4-7 years in Mainframe systems development or support
• Cobol/Natural – Basic to Moderate knowledge
• JCL – Moderate to Extensive knowledge
• CICS – Basic to Moderate knowledge
• Database/File Structure
• Basic understanding of any Mainframe database structure viz. DB2 or Adabas
• Job Scheduler: Control M /CA7 - Basic or Moderate
• Scripting (a plus): Rexx (optional)
• Know how of integrated systems with distributed platform acting as front end interlacing with Mainframe at back end
• Functional know how of Custody or Securities domain will be added advantage

CIB Application Support Analyst Resume Examples & Samples

• Previous customer service delivery of technical systems
• Good working knowledge of Unix , Oracle,
• Telephone Skills - polite mannerism/informative/helpful
• Teamwork and co-operation - Ability to gel and work in a team oriented environment

CIB Application Support Analyst Shared Services Resume Examples & Samples

• Good working knowledge of Unix , Oracle
• Communication Skills - ability to explain/understand relevant issues
• Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations
• Provide applications support on a daily basis including, reviewing problems reported, prioritizing and researching these problems, determining the solutions and seeing them through to full resolution
• Documents processes and procedures required for support
• Learns new applications and functionalities as they arise
• Participates in special projects, such as the implementation of a new tool or application
• Minimum of three years of experience with developing and implementing applications, including
• Provide technical and functional support to all our end users from Front Office, Middle Office, Back Office, and the other departments such as Finance, Credit, etc
• For each issue, understand the impact, assess the priority and look for rapid solutions or workarounds
• Investigate the issues raised by researching for similar incidents, learning the data model and checking the data and service logs
• Take full ownership of issues raised and escalate where needed to other support teams or to the Level 2 support team
• Keep the user updated with the progress of his issue and follow up with Level 2 and with the development teams for defects
• Organize meetings with the users to follow up and achieve progress on the issues they are facing
• Serve our Geneva based end-users and support remote locations in EMEA
• Provide feedback to development on application requirements helping to prioritize fixes and liaising with end-users for acceptance after researching and diagnosing bugs
• Knowledge of Banking products and interest in the finance world
• Communication skills, customer orientation
• Highly disciplined and process oriented - attention to detail, high level of accuracy
• Outstanding ownership and dedication to the role required
• Analytical skills and validation skills
• Perfect command of English, knowledge of other languages used in our EMEA offices highly appreciated
• Diplomacy skills, team player and leadership skills
• Systems knowledge : Unix user level and a good SQL expertise
• CFA or other Financial accreditation is highly appreciated
• Exposure to following is an asset: SWIFT Alliance, Content Management, Business Object, Murex
• Awareness and exposure to change management methodologies and best practices
• Continued dedication to providing best of class service at all times
• Code deployments to production, pre-production systems
• Manage upgrades of Apache and Tomcat servers and all 3rd party software
• Follow appropriate change management procedures to manage and document changes to production systems
• Participate in UAT testing and production release sign-off for JPMM and other LOB apps
• Analyze the potential cross-LOB impact of data processes and projects
• Liaise with global support team
• Weekend and out of hours work is required
• Industry Understanding - previous experience of Investment Banking industry preferable
• Initiative - ability to think proactively
• Proficient at Unix and Unix Shell Scripting
• Good at TWS and Control M
• Knowledge of Peregrine Service Center, Sharepoint and Wily would be an added advantage
• ITIL Knowledge / Certification will be preferred

Senior Production Application Support Analyst Resume Examples & Samples

• Z/OS utilities/file structure (VSAM)
• IMS/DB2 utilities
• INFOMAN, ServiceNow
• FTPS/Feedhub, MQ

Entry Level IT Application Support Analyst Resume Examples & Samples

• Provide application support for the GVDS Global Track & Trace (GT&T) solution in the US. Support the GVDS Follow the Sun support model for other regions, mainly in Asia Pacific (Thailand, China, Australia). The language used will be English. Ability to work in a light shift model, late shift ends 9 pm
• Ability and willingness to engage in a global team rota for on-call support during week days
• Supports application and service management in line with ITIL/ IT Service Management (ITSM) processes: Incident, problem, event, access management and request fulfillment, change, capacity, availability, service continuity management, and development of related metrics, e.g. Critical Success Factors (CSF)/ Key Performance Indicators (KPI)
• Ensures security management activities are instituted, e.g. Sarbanes-Oxley (SOX) evidence gathering, System Control Review Program (SCRP), Application Control Review (ACR), application access reviews (AAR), annual risk assessment, review of adherence to data protection and global information standards, and audit support and follow-up
• Drive continuous reviews of portfolio stability and of the application life cycle, e.g. technology renewal, business continuity, disaster recovery planning/ testing, security & controls and criticality related assessments
• Ensures utilization of appropriate Ford processes and tools, e.g. ITSM, system development methodologies (SDM, AGILE), support transition/ Support Engagement Framework (SEF), HTEAM, SiteScope, etc. Has the willingnes to get engaged with tools of cooperating organizations, e.g. Application Development/ AGILE tools
• Communicates effectively with business partners and IT teams to support day-to-day operations (e.g. resolving incidents, gathering SOX evidence, performing disaster recovery)
• Leads project(s) within an application portfolio to improve overall operations performance (e.g. 8-D, 6-Sigma), special projects, or management initiatives
• Supports the portfolio teams knowledge management and documentation structure and maintains corresponding repositories
• Knowledge of ITIL Service/ Processes and ISO 27001 information security standard
• Technical knowledge of UNIX/Linux, SQL Server Database
• Ability to work independently as well as in a global team (Europe, NA, AP, South Africa etc.)
• Ability to communicate with different management levels as well as with business management and internal and external partners
• Service oriented, covering service levels in co-operation with part time resources
• Cultural awareness and capability to work in a global team
• Technologies or other equivalent qualification and work experience of more than 2 years
• CCT Corporate Compliance Technology
• CFT Corporate Functions Technology
• CST Control Systems Technology
• EAA Enterprise Access Administration
• GIAM Global Identity & Access Management
• HRT Human Resources Technology
• TOC Tech Ops and Controls
• Work as part of the L1 team to deliver against core business objectives and the target operating model
• Reporting directly to the regional L1 Manager, provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements
• Assist with the transition of production application support tasks from other towers into the L1 Team in order to realise increased service optimisation through economies of scale
• Assist with the on-boarding of new application production application support tasks from our AD partners into to the L1 Team in order to realise increased service optimisation through economies of scale
• Continually analyse service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions
• Fully participate in the support rota to ensure adequate business support coverage
• Initially the global team will provide 24x5 on-site support
• In the short term the global team will move to provide 24x7 on-site 365 days per year
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CTR tools, platforms and working practices
• Solid investigation and analysis skills in order to recommend value-add solutions in problem focus areas
• Technology degree education level or 2+ years practical work experience in a time-critical, technical support environment, ideally with a financial institution
• Must have 5+ years of experience in Finance and application support
• Experience administrating systems
• Project management experience implementing or upgrading software, systems or services
• Advanced Microsoft skills in Excel and Outlook
• Good communication and business skills
• Familiarity with any of the following Finance Applications a plus: Workday, RevPort, Concur, Axioma, or Anaplan
• Experience with SQL or similar a plus. If no experience, then an ability/interest in learning basic SQL skills
• Delivering high quality service to Global Wealth Management front office, middle office, operations and technology employees
• Providing support on the key applications: Client OnBoarding and Workstation
• Using your knowledge and exemplary customer service skills to resolve phone and email inquiries regarding creating clients, KYC completeness, account opening, data quality issues, application usage/errors, workflow questions, and other miscellaneous items
• Documenting all inquiries, troubleshooting steps and resolutions in HP Service Manager
• Ensuring the accurate and timely escalation and resolution of all inquiries
• Participating in User Acceptance Testing (UAT) phases for defect fixes, enhancements, and other strategic initiatives. (Will require weekend work.)
• Working with the business, technology, and operations to manage competing priorities
• Creating/updating knowledge documents and reviewing with team during formal knowledge sharing sessions
• Ad-hoc management reporting as required
• Private Bank, Private Wealth Management or Chase Private Client experience preferred
• Undergraduate degree preferred; concentration in Finance or Business Management a plus
• 2 - 3 years of financial industry experience
• Experience with client onboarding, KYC, account opening, trusts & estates
• Using/supporting the Client Onboarding and Workstation applications a plus
• Investment products, Brokerage or Securities industry experience a plus
• Technology call center experience a plus
• Intermediate-to-advanced knowledge of Word, Excel, PowerPoint and web-based technologies
• Ability to communicate with all levels within the Firm
• Exemplary customer service, organizational and disciplined time management skills that render positive results
• Highly disciplined, self-starter with the ability to multi-task and juggle competing priorities with an extreme level of detail, accuracy, confidentiality, diplomacy, and initiative
• Customer focused and service oriented, with a proactive customer approach
• Demonstrated ability to establish and maintain effective customer and peer relationships
• Detail oriented with superior written, verbal, and problem solving skills
• Ability to work effectively as a member of a team, demonstrate a responsible work ethic, high level of professionalism and sound judgment
• Ability to apply business knowledge to new situations
• Strong capacity for operating under pressure in a flexible, dynamic environment where creative and strategic thinking is required
• Must be willing and able to work weekends as required
• Must be willing and able to work flexible shifts
• Providing support for global application environments
• Provide analysis of business requirements and the selection/implementation of new technical solutions
• Maintain a pro-active approach to ensuring the reliability and availability of systems
• Provide advice on tools, best practice techniques and methodologies
• Develop application specifications in conjunction with internal customers to solve business problems and enhance functional performance
• 5 years' experience in application implementation and support in a complex ICT environment
• Troubleshooting & problem resolution skills
• SQL or other relational database experience
• ITIL certification is a bonus
• 2nd level support of F&O trading platform. Resolve all issues/problems reported in a timely fashion. Follow up and keep users updated about the progress of the problems/issues reported
• Regional SME lead for Cross Asset Client Connectivity & F&O
• Monitoring the health status of the trading systems
• Proactively support knowledge sharing within the Application Service Delivery team
• 5 + years experience in Technology in the Financial Markets Industry, supporting a trading environment
• Knowledge of Futures & Options trading a strong advantage
• Experience with direct client interaction
• Mid size project management experience
• Experience with Web Technologies such as Websphere or Apache
• Communication Skills - Ability to communicate at all levels within business and technology
• Communication Skills - Excellent written communication to be able to clearly and concisely articulate issues and risks, and to clearly document technical solutions
• Teamwork and cooperation - Ability to gel and work in a team oriented environment
• Enthusiastic, Self driven individual who is always looking for improvements
• Experience of working in front office support environment at a financial institution
• Experience dealing with local markets, rule and regulations
• Knowledge of equity products and business processes
• Sybase / SQL
• 3 – 6 year of IT systems/application support/development experience
• Practical and applied skills working with a UNIX Operating system along with troubleshooting
• Experience perform metrics reporting for senior management
• Experience perform production readiness procedures
• IT/Computer Science degree or equivalent work experience
• Experience with Java desired
• Strong communication skills a plus
• Masters in Computer Science is a plus

Rates Application Support Analyst Resume Examples & Samples

• First line of contact for all Rates tools for the users in AP
• Trend analysis
• Helping to drive continuous improvement within the team as it relates to incident, problem and change management excellence. Understanding the impact of change in a complex technical environment
• Plan and implementation the business expansion: add new curves, new products, etc
• There will be some projects work normally related to doing support improvements, and it will involve coding in Athena/Python
• Participate in technical global forums
• Frequent communications with global teams to stay on top of application issues and changes
• Proactive, delivery focused approach to work
• Ability to work on own initiative
• Ability to handle & coordinate production incidents
• Experience of working to quickly understand and clarify requirements
• Experience of working to deadlines in a high pressure & constantly changing environment
• 4 years of work experience
• University degree
• Bachelors Degree in Computer Science or similar experience
• Unix - Solaris - working knowledge of Solaris and basic administration skills
• Database - Oracle/Sybase - Good understanding of the infrastructure and basic tuning/troubleshooting skills
• SQL - Strong use of SQL is a must, Data and database investigation is frequently required
• Business Object experience would be a plus

Client Application Support Analyst Resume Examples & Samples

• Establish close relationships and good communications channels with customers to ensure a good information flow
• Provide the initial point of contact for DMA customers. This involves taking calls and emails from customers covering a wide variety of software issues and queries. This is the key activity for this post and first line analysts have very close working relationships with our customers
• To be the initial point of escalation for serious issues whether caused by software, hardware or exchange issues. When there is a serious trading issue it is essential that the Client Services Manager, the customer and often the exchange work closely and efficiently together to provide a rapid and effective fix. Keeping the customer updated whilst serious issues are being investigated is a very important aspect of first line support
• To become an expert in the Macquarie trading front ends and be able to troubleshoot issues
• Managing expectations of internal Account Managers (AM) as well as coordinating information flow to and from customers via the AMs
• Converting external customer requests into internal technical queries
• Liaising with internal Macquarie Bank Global Client Services teams to ensure timely and accurate flow of information to the customer
• Provide pre-sales technical information to new customers, forming a detailed analysis of how the vendor system would sit within the customers' infrastructure and back office systems
• Assistance and support to existing customer accounts to help them grow their end user customer base
• Ability to travel when necessary
• Conducting sales presentations and product demonstrations to prospective customers in these sectors
• Become an authority on MBL trading application suite and providing trader advice and training when required
• Provide the day-to-day contact point for customers relating to Trader Support matters (account management)
• Fluency in Mandarin (Business Mandarin a preference)
• Knowledge of Electronic Derivatives trading Systems such as: Patsystems, TT, CQG, Trade Book preferred
• Knowledge of Asia Pacific Listed Derivatives
• VBA Excel Skills
• Ability to work under pressure and react in a fast moving and challenging industry
• Able to communicate well, and share information
• Someone who inspires confidence and trust through professionalism
• Works well in a team
• Ability to prioritise and identify/address key issues
• A "can do" attitude to problem solving
• Lateral thinker, able to visualise solutions to customer needs
• Ability to digest large quantities of information and formulate appropriate action plan

L Application Support Analyst Resume Examples & Samples

• Act as point of contact for the business supporting a number of business-critical services and applications
• Prioritize and manage tasks and resolve day-to-day application issues and client requests
• Participate in 24x7 support coverage to cover any shift (ie day, mid, night) as required
• Participate in application change and deployment activities
• Prepare regular operational reports and do in-depth service analysis and follow-up

Application Support Analyst TW Resume Examples & Samples

• Application Support of the front office investment and trading platforms, including interfacing with portfolio managers and traders daily
• Escalation support for the members of the team located in other regions including evenings and weekends on a rotational basis
• Ownership and participation in the Incident and problem management processes, being accountable for resolution, root cause analysis and technology and business reporting and communication
• Relationship management internally with the investment teams, trading desks, operations teams, legal, audit, risk and compliance teams
• Interface with external vendors and their technical support and development organizations ensuring focus to resolution of issues and strategic enhancements
• Proactively identify improvements and address them through independent thinking within a consensus driven team
• Front Office product knowledge
• Supporting Operational Risk managers in terms of problem solving and application support
• Application testing: releasing support for the business and IT, including: coordination, test cases creation and tests execution
• Making mass data enrichments and data uploads into the system
• Application access management (coordinating and implementing users access to Operational Risk applications)
• Leading small processes and improvement projects independently
• Responsible for the implementation of AIM Code Releases/Updates
• Liaise with other groups and other internal infrastructure teams to deliver solutions and troubleshoot problems for customers
• Receive escalations from Level 1 and providing solutions or escalation to Development teams
• Provide timely troubleshooting on products supported and manage incidents following the corporate incident management standard
• Develop and utilize core tools and processes to perform daily function whilst improving day to day practices
• Provide 24x7 on-call support on a rotational basis
• Perform day-to-day production support of the infrastructure to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
• Support application release deployment activities
• Maintain documentation against best practice policies to ensure knowledge retention and continuous learning within team with a view to developing operate knowledge and skills by sharing experiences and attending relevant training
• Remediate risks on supported products and support risk related events like audit and BCP
• Working experience on Linux and Windows system administration
• Provide hands-on production support for Collateral and Margin Systems
• Maintain Business Process Indicator of 99.99% or higher. This includes monitoring and responding to alerts, managing, tracking, and resolving incidents within the expected MTTR (Mean Time To Recover)
• Performing Root Cause Analysis (RCA)s for production incidents and preventing reoccurrences
• Performing application releases in production
• Partner closely with Application Development, Quality Assurance, and line of business partners
• Participate in on-call rotation for application support, including weekends
• Drive continuous improvement of services and processes in order to increase platform stability and improved operational efficiencies
• Produce production scorecards to management
• Document, participate, and report on Disaster Recovery/Sustained Resiliency events
• Manage Application and Infrastructure Key Performance Indicators
• Strong verbal and written communication. Ability to clearly articulate complex issues/topics
• Customer Service Oriented - build positive working relationships with clients at all times, providing clear information while managing their expectations
• Ability to thrive in high pressure situations while continuing to be delivery focused
• Must be a self motivated individual. The candidate must posses the ability to self direct without continuous oversight from a manager
• Ability to interface across managerial lines
• Strong working knowledge of Unix/Linux
• Ability to read/interpret programming/scripting language. (Shell, Java, sql)
• Strong working knowledge of Oracle and SQL
• Unix SA background
• DBA experience
• Application Developer experience
• ITIL Incident, Problem & Change disciplines
• Autosys or Control-M scheduling tools
• Knowledge of Collateral Management would be beneficial but not required
• ITIL Certification is beneficial but not required
• Providing application support for trading, investment operations and risk budgeting systems
• Troubleshooting issues across multiple systems and databases
• Provide 1st & 2nd line support for production issues from initial contact through to resolution
• Management of production incidents and resolution of these incidents independently or ensuring the appropriate support is provided by alternative in house teams
• Participation in the future development of the company technical infrastructure
• Ideally 4+ years' experience in an internal customer-facing role within the investment management industry together with knowledge of enterprise applications and the workflow between front, middle and back office applications
• Knowledge of trading & risk platforms would be an advantageous
• Knowledge of end to end trade flows
• Excellent SQL & Excel skills
• Eagle Pace or Aladdin knowledge would be an advantage also
• Exposure to banking or financial institution applications is an added advantage on this role
• Familiarity with an IDM or Similar imaging software
• Familiarity with either Sybase, Oracle and SQL Server databases - SQL, Stored Procedures
• Familiarity with Remedy or similar IT Service Management software
• Familiarity with Windows based and Unix based operating systems
• ITIL foundation certification will be an added advantage on this role
• Experience with working with/knowledge in Business Process Management solutions such as Pega BPM or similar Business Process Management/Workflow solution
• Primary point of contact for provision of application support to our branches globally
• Timely response and root cause analysis of all problems raised to our ticket queue with follow-through to resolution
• Full ownership of support tickets and effective communication with our internal clients and with technology partners on a regional or global basis
• Provide transparent reporting to Management and Business and Technology partners as required
• Management of low end technical projects as assigned
• This role entails participation in an on-call rota
• Application support troubleshooting experience
• Application integration troubleshooting experience
• Practical experience of an application management environment
• Banking or financial services experience or other large corporate environment
• Basic understanding of distributed systems architectures and integration patterns
• Transact SQL
• ETL or middleware tools
• System administration and integration skills
• Implement monitoring of the production environment and take corrective actions as required
• Track incidents by using a global call logging system (Service Center), and ensure these incidents are resolved in a timely fashion. Perform trending on ticket volumes to identify areas for improvement
• Contribute to automation of common support functions to improve resiliency of the production environments and efficiency of the Production Support teams
• Coordinate production platform upgrades with the Development and Infrastructure teams
• Work with the Application development teams to deploy software releases in the Production and DR environments
• Maintain disaster recovery environments and perform annual DR exercises
• Maintain knowledge base of known defects and issues, process and techniques, etc
• Analyze infrastructure and application trends in effort to manage capacity demands
• Review controls for audit compliance and correct gaps
• 3-5 years of hand on experience in MSSQL, Sybase, Oracle, .Net, Java, SharePoint, AIX, Unix, Linux, Windows, Citrix, Web Logic, MQ Messaging
• At-least 3 to 5+ years of experience with JAVA/Apache Tomcat and other web services required
• Experience as Data stage Developer/Support ETL processes that read from and writes to different databases
• Experience in Data stage version 8. 5 or above
• Experience in using SFTP, FTP, NDM processes and writing shell scripts
• Experience with Autosys scheduling tool
• Strong data modeling and SQL programming
• 3-5 years of experience providing application support
• Experience with Geneos and other monitoring tools
• Strong trouble shooting skills required, both with vendor and "home grown" applications
• Results oriented and highly flexible, Must have ability to multi task effectively, Must possess the ability to quickly adapt to new systems and processes, Willing to cross-train and ability to learn quickly
• Excellent communications and interpersonal skills
• Minimum of three + years in a production support management role within Financial Services Industry. Familiarity with financial instruments and portfolio management is desirable. The candidate will be expected to gain new financial business related knowledge as needed
• Support the warehouse supervisors with additional information from the database
• Participating in defining future processes and translating into functional requirements
• Categorize issues and escalate where necessary to the appropriate next level
• Provide solutions for equipment failures like RF scanners, printers
• Prepare system and performance tests
• Monitor installation of software delivery notes and test bug fixes
• Support on interface testing and troubleshooting between SAP - WMS and MHE systems
• Knowledge of relational database systems (Oracle preferred)
• Able to extract database information and solve business requirements and system issues
• Manhattan WMOS, Labor Management and Supply Chain Intelligence (or any other reporting in Cognos environment) experiences are a plus
• Experiences in WebSphere Application Server, RF technology, Customs Service applications, automation systems and in Retail Industry are a plus
• Strong analytical, critical thinking and problem solving skills
• Ability to work individually or in a team environment
• Bachelor's degree in Computer Sciences, Industrial Engineering, supply chain/logistics, or related field
• At least 3 years’ experience in an IT support role
• Fluency in English and German (another European language is a plus)

CRM Application Support Analyst Resume Examples & Samples

• Gather and analyze information in order to improve business systems and processes
• Assist development team with troubleshooting issues and liaising with internal clients on incidents and service requests
• Review and agree requirements and designs with relevant business owners
• Assist and/or coordinate user testing, ensuring issues are resolved in a pragmatic and appropriate manner
• Work as part of a project team, reporting progress and escalating issues to project management in a timely manner to ensure successful completion of projects / reviews
• Adhere to standards set by the Invesco project methodology
• 0-2 years of experience in IT Software development, support, or business analysis roles
• Experience working with Agile/scrum software development framework is a plus
• Exposure to Big Data/Hadoop/HBase technologies and tools
• Ability to manage multiple tasks and requests and ability to deliver quality results
• College or University degree in Finance, Computer Science or related disciplines (i.e. Business Administration - Information Systems or Information Technology Management)
• Solid written and verbal communication skills. Ability to clearly articulate a concise, focused and audience-targeted message (communication efficiency) an absolute must
• Mature judgment, analytical aptitude required
• Solid grasp of requirements management process, practices and standards
• Previous experience in a similar role an asset
• Demonstrated sense of ownership, personal responsibility and organization
• Manage and approve access requests on various platforms and systems; ensuring access is in accordance with the Logical Access Control policy, established standards and procedures
• Analyze requests for potential risk before action. Appropriately document and highlight any potential risk concerns identified, escalating to management as appropriate
• Escalating, rejecting and querying requests where necessary
• Review and maintain process/procedural documentation
• Manage any adhoc compliance and security-related projects as required by management
• Provide periodic regulatory & compliance reporting
• Define & execute recertification processes
• Bachelor’s Degree in Risk Management, Operations or similar discipline preferred
• Minimum 3 - 5 years of experience in application security, global operations and/or technology risk management
• Familiarity with IT risk management framework preferred
• Industry recognized certifications (CISA, CISM, CRISC) preferred
• Provide Level 2/ level 3 application support - specific focus on imaging and workflowapplications
• Work closely with the business stakeholders and deliver prompt responses to issues raised by Clients
• Support off business hours coverage (including weekends), where required to help out with the change deployments
• Unix shell/ batch scripting /SQL Scripting, ideally with Oracle/SQL Server
• Jboss skills
• Experienced in writing technical and function documentation
• The ability to operate independently, to be proactive, and able to interact and chase issues through multiple areas to ensure the right outcome
• Experience working with an IDM or Similar imaging software
• Experience with working with/knowledge in Business Process Management (workflow) solutions such as Pega BPM or similar Business Process Management/Workflow solution
• Ensure Server &/or Application availability
• Support users in Application usage
• Assess the health and current status of the applications and either resolve the issues or manage their escalation to 3rdline support until the issue is resolved
• Assist in the management and support of all Front office applications
• Receive and log incidents for support and change from relevant stakeholders
• Ensure adherence to the SLA's for Incident and request for service resolution
• Investigate any data quality related issues
• Ensure root cause, contributing factor and counter measures are identified and raised to the relevant stakeholders
• Analyze Incidents for performance improvement opportunities
• Identify opportunities for automation and implement standard processes
• Ensure documentation as per agreed standards
• Liaise with systems development staff with respect to system enhancements and system issues

Level Application Support Analyst Resume Examples & Samples

• Our Customer Support Call Center is staffed from Mon. – Fri. 5:00am – 7:00pm, so shift schedules rotate on a quarterly basis and you must be available to work within this shift schedule as assigned
• Resolve questions/concerns from multiple customer sites. Escalate calls to appropriate source for further assistance when required
• Inputting and tracking of incoming calls to HD using HEAT and Service Now Software
• Write and update Knowledge Base articles
• Take ownership of user concerns to see them through to completion
• Work closely with Development and Quality Assurance Departments on implementation of new software releases and service packs, to insure timely and accurate site upgrades. May require some testing and technical writing
• Guide Customer Support Analysts to finding answers to user error, training issues and software bugs
• Responsible for creating, reviewing and the submission of knowledge base articles, FAQ’s, and knowledge articles for publishing for internal and external use. This also includes the review and approval of knowledge base article submissions from First and Second Level Support
• Actively participate in an assigned Subject Matter Expert Team and insure that entire team is fulfilling Subject Matter Expert duties
• Should be proficient in all of the below listed areas
• Working knowledge of, or the ability to quickly learn our proprietary suite of software products and their business application
• Support of Service Integration Platforms, Server Management, Event Log Analyzing, Reset Services and Application Pools
• Comprehensive understanding of corporate software platforms and packages, integrations with other systems
• An understanding of the internal functional group business and escalation processes as well as daily work needs of our customers: internal, external and corporate
• Intermediate to advanced knowledge of best practices in technical support policies and procedures, with a full understanding of in-house escalation procedures
• Ability to travel up to 25% (approximately one week a month) annually to customer sites providing support as needed

Peoplesoft Application Support Analyst Resume Examples & Samples

• Primary responsibility will be to provide production support for PeopleSoft HR , CMT (Case Management Tool)
• Support will involve the maintenance, troubleshooting and development of application modules and interfaces
• Designs, develops and tests assigned in-scope modifications, interfaces, reports and etc… based on functional requirements
• Work closely with the team and external parties in order to debug and resolve any production issue between PeopleSoft HR and/or CMT and external systems
• Assists with operational process improvements and ensures process documentation is updated
• Providing PeopleSoft infrastructure and environment support
• Monitors daily interfaces to ensure files post successfully and troubleshoots and corrects errors as appropriate
• Providing overnight batch processing on-call support
• Good functional understanding of PeopleSoft HRMS v9.1 (or above) and Global Payroll
• Minimum of 4 years continuous, recent experience with technical analysis, design and build, using PeopleTools 8.4+, of custom
• Reports (SQR, Crystal, PS Query)
• On line modifications (pages, fields, etc)
• Execution of Unit Testing and System Integration Testing
• Support of User Acceptance Testing
• Proven experience with the following tools
• Application Designer, PeopleCode, Workflow, Application Engine, Component Interface, File Layouts, SQR, Query, Application Messaging, Application Packaging, Change Assistant, XML Publisher
• Use of PVCS tracker to manage code releases
• Experiences with supporting the PeopleSoft Internet Architecture – Weblogic, Tuxedo, etc
• Environment Set-up and maintenance
• This specific role in the Derivatives Controls space will be responsible for the day-to-day management of end-to-end system controls which will help ensure that all Derivatives trades and subsequent business events performed against those trades are accurately reflected in down-stream data repositories – primarily in the strategic Cross-Asset Operations Data Store
• Key Responsibilities and Typical Duties will include the following
• Capable of defining & evolving a process, not just executing an existing one
• Flexible to attend APAC rotational shift and weekend release tasks
• Unix/Linux Intermediate 1-3 years
• SQL Intermediate 1-3 years
• Sybase/Oracle Intermediate 1-3 years
• Apache Web Server Beginner 1-3 years
• Informatica/Cognos Intermediate 1-3 years
• Monitoring tools

Big Data Application Support Analyst Resume Examples & Samples

• Ensure that all JPMIS applications are available and supported in line with defined system service level agreements
• Building tools to enhance the support function
• 1 - 3 years of work related experience in the IT field or an equivalent combination of education and work experience
• 1+ years experience with Java EE
• 1+ years experience with Informatica or similar ETL tools
• Good understanding of application development cycle and agile methodology
• Excellent interpersonal skills are absolutely critical to this role

Trading Application Support Analyst Resume Examples & Samples

• Development, maintenance and production support of client's existing trading & operational systems
• Building custom front-end reporting tools while integrating with existing back-end systems
• Participating in the analysis and recommendation of deploying third-party solutions (build vs. buy)
• Reviewing existing computer programs and recommending refinements, improvements, and enhancements to ensure most efficient methods are employed
• 2+ years of Systems Analysis experience
• Bachelor's Degree in Computer Science, or equivalent field
• Understanding of financial services business knowledge including asset classes, instruments, workflows and products
• Expert Microsoft SQL server with knowledge of Stored procedures, sophisticated query design, database structure design & SQL Server Reporting Services
• Understanding of Java, .NET, and VB Script
• IT experience within a Mutual Fund, Hedge Fund or Asset Management industry
• Experience with the following software packages, including: Order Management (Eze), Portfolio Accounting (Advents Axys) and, Market Data Applications (Factset and Bloomberg)
• Previous experience working in or supporting a trading room environment, high degree of familiarity with various financial products (equities, options, futures etc.), trading systems, market regulations and market data applications
• Specific experience with or exposure to FIX protocol
• Specific experience with or exposure to the ORC trading platform considered a plus
• Is very comfortable working with UNIX/POSIX/Linux environments. Systems administration experience considered a plus
• Has successfully completed the Canadian Securities Course (CSC) or is actively pursuing that goal
• Respond to customer requests via emails, ticket system requests, telephone calls and in person
• Provides trainings to end-users
• Works a queue of tickets (incidents, problems, requests) and provides resolutions within defined SLA’s
• Provides status updates and manages customer expectations
• Document, dispatch and escalate requests to 2nd level support
• Follow up with customers to ensure satisfaction
• Contributes to the creation and maintenance of end-user documentation
• Test fixes to ensure problem has been adequately resolved when possible
• Carry out all other related tasks
• Internship in IT or experience an IT Support Analyst
• Exposure to multinational working environment is an asset
• Proactive and autonomous
• Ability to work in a support team and as well as perform on an individual basis when required
• Ability to work under stress
• Ability to create documentation
• Knowledge sharing between team members
• Ability to communicate effectively with all levels of management
• Honesty, integrity and confidentiality must be maintained at all times
• Fully Bilingual (French/English) – Mandatory
• Knowledge of the Office Suite applications (Outlook, Excel, Word, PowerPoint)
• Monitor infrastructure, servers, databases, distributed batch jobs
• Troubleshoot technical issues (Main Frame, Java/J2EE) or escalate and work with appropriate technology teams to provide solutions
• Minimum 5 - 7 years of relevant Information Technology experience
• Proven experience in incident/problem management or call center experience
• Solid technical skills (knowledge of client server technology, networking basics, database technology etc.)
• Solid understanding of the major functionality bundled into a release, both from a technology and business point of view
• Technical knowledge including: COBOL, JCL, XML, XSD, and Oracle, Server - Wintel, Web logic, WebSphere, UNIX
• Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process
• Bachelor's degree from an accredited college/university and/or minimum of 5 years of experience with Unix/Sybase/Sql based applications
• 8+ years of relevant technical experience required
• Work as part of the operate organization to deliver Equities business objectives
• Build out strong relationships with resolver teams, application development teams, and core infrastructure services
• Develop strong technical expertise in Equities technology and applications
• Build an understanding of the end to end transaction flows of applications supporting the Equities business flows
• Proactively identify and communicate issues leveraging standard monitoring and alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, and resolve for Equities applications
• Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning within team
• Perform monitoring and alerting for Equities applications and supporting infrastructure
• Look to improve monitoring and alerting capability by tailoring trigger events to ensure maximum efficiency
• Conduct regular peer reviews with development teams to review production incidents/crisis events and define/track remediation actions to close
• Participate in permit to operate reviews on Equities aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• Look to proactively develop operate knowledge and skills by sharing experiences and attending relevant training
• Proactively improve support services by building upon best practice and tools
• Participate in occasional out of hours support and testing around key deployments and business continuity exercises
• Must be able to work extra hours as needed
• Participate in support Rota to ensure adequate business support coverage 7:00am- 4:00pm
• Work a queue of tickets (incidents, problems, requests) and provides resolutions within internally defined SLAs, with a focus on long-term solutions, on HR and Production applications
• Provide status updates and manage customer expectations throughout the lifecycle of the incident/problem/request/change
• Collaborate closely with level 1 Front Desk analysts to identify, document and transfer recurrent ticket categories
• Collaborate closely with the level 3 technical support analysts and the project teams, in order to identify the best solution for the identified system errors/developments
• Provides trainings for the key and end-users
• Effectively use support processes and tools (i.e.: self service interface, ticketing tool, internal knowledge base etc.)
• At least 2 years’ work experience within an IT Support department
• Customer service experience
• Ability to work in a support team as well to perform on an individual basis when required
• Ability to work in a multicultural environment
• Adaptability and flexibility
• MS-SQL database knowledge (medium level)
• Fluency in written/spoken English and French
• Prioritising and resolving day-to-day systems issues and client requests including IVR (Interactive Voice Response) experience
• Involvement in a weekly/monthly patching activities and business-driven enhancements
• Responding to user requests, and ensuring systems are adequately monitored and administered, and that issues are actioned in a timely manner
• Ensuring that incident, problem, and change management processes and procedures are followed and adhered to
• Reviewing and improving operational processes, procedures, and documentation associated with the operation of these systems
• Unix Shell Scripting/ SQL database; background in Development is a plus
• Demonstrated strong analytical and problem solving skills to deal with issues encountered across multiple applications within a complex environment
• Demonstrated ability to coordinate effectively with different teams across multiple locations
• Demonstrated accountability to be responsive and proactive to requests and issues raised by Clients
• Possess excellent communication skills, both oral and written
• Strong time management skills to work on multiple tasks
• Strive for customer service excellence
• Shift: Regular shift; willing to do 24x7 and on call support
• Proven competency in at least two of these Digital technologies
• Prioritizing and resolving day-to-day system issues and client requests
• Involvement in application deployment activities
• Assisting with process improvements, system integration and BCP efforts

Open Systems Application Support Analyst Resume Examples & Samples

• Bachelor's degree in Computer Science, Electrical Engineering, Information Systems or other technical discipline preferred. Or, equivalent work experience in Open Systems Support
• 1-3 years of SQL Server, stored procedures, database design preferred
• 1-3 years of Java, JavaScript and Eclipse toolsets preferred
• 3-6 years of experience with C#, ASP.NET 4.0 and the .Net framework (versions 4.0 and above) preferred
• 3-6 years of experience with AJAX, WPF, WF, WebAPI and the MVC/MVVM design pattern preferred
• 3-6 years of experience with Cascading Style Sheets (CSS) and responsive web UI preferred
• 3-6 years of experience in defining remote communication methodologies such as web services, WCF, MQ, and Rest preferred
• 3-6 years of experience using Team Foundation Server (TFS)
• 1-3 years Automated and continuous integration builds preferred
• 1-3 years of experience in PowerShell preferred
• General experience with Fortify code security scanning tool preferred
• Collaborative, team oriented style
• Displays ability to learn quickly
• Displays leadership and mentoring skills
• Ability to work independently exhibiting strong multitasking and time management skills
• Good communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand
• Technology Infrastructure Architecture and Engineering
• End User Technology
• Lead efforts to investigate and remediate Investor Tool, Trust and Advisory platform, Client Coverage, CRM day to day issues
• College degree, specialized training or equivalent work experience
• Minimum of 3 years experience in an applications support, operations, or applications development role
• Strong skills in problem solving and issue resolution
• Ability to quickly learn new technologies and tools
• Understanding of the software development lifecycle, languages, and methodologies is a plus
• Experience working in a multi-vendor environment with high levels of vendor interaction preferred
• Experience within UNIX/AIX applications preferred
• Knowledge of Windows operating system required
• Experience with Teller technologies(ARGO) preferred

TPE Application Support Analyst Resume Examples & Samples

• Trade Booking / Amendments / Cancellations / Allocations
• Position Management
• Lifecycle Events / Credit Events / Corporate Actions
• Trade Control (accuracy, completeness and timeliness)
• Trade Store / Trade Distribution / Connectivity & STP
• Clearing & Regulatory Reporting
• Management accountability for one or more TPE services
• Responsible for providing Subject Matter Expertise across a wide portfolio of TPE services
• Manage the lifecycle of all incidents to return the IT service to users as quickly as possible
• Manage the lifecycle of all problems to prevent incidents from re-occurring
• Fulfill TPE service requests from our partners across Technology and Business
• Monitor and control the TPE services and their underlying infrastructure to prevent incidents occurring
• Deliver technical change to the business through small change, user on-boarding, testing and monitoring
• Manage all Service Transition activities including change, release, configuration and on-boarding
• Manage all Service Design activities including service continuity, capacity planning, and access controls
• Manage all Continuous Service Improvement activities including development training, product lifecycle management, service reviews and process reviews
• Ensure that all duties are carried out in full compliance with Barclays Regulatory Requirements, Barclays Operational Risk Framework and Barclays internal Policies and Standards
• Contribute to the Barclays Citizenship agenda. At Barclays, Citizenship means taking into account the needs of our stakeholders and making decisions which, in the long-term, are positive for our customers and clients, shareholders, colleagues and the communities in which we operate
• Bachelor’s degree in computing or equivalent industry experience
• Excellent technical skills in UNIX, Windows Server, SQL, Scheduling and Middleware
• Business knowledge of Investment Banking, specifically the lifecycle of a trade
• Strong project management skills. Prince 2 / PMP certification preferred
• Good knowledge of ITIL framework. ITIL certification preferred
• Technical background administrating Platform, Middleware, Database, Storage and Network
• Drive improvements across application release deployment activities into the production environment. Strive to fully automate release deployments in partnership with application and infrastructure development teams
• Build out strong relationships with resolver teams, application development teams, and other upstream and downstream support teams
• Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure. This includes server hygiene standards for patching, end-of-life hardware, on-boarding new infrastructure
• Participate and coordinate weekend support and testing around key deployments and business continuity exercises
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of applications
• Unix (RedHat Linux) skills including Unix Shell Scripting – ksh, perl, bash etc
• Windows skills (Win7)
• Experience with application support peripherals a plus
• Geneos, Control-M / Autosys
• Knowledge of java based application development would be a plus
• Must have 5+ years of application development and/or support work experience
• Experience with escalated ticket management. Able to work under pressure to resolve issues affecting production services
• Able to work weekend on call rotations as required
• Experience with supporting OS (Windows, Linux), web servers (IIS, Apache), application servers (WebSphere, Tomcat)
• Database support experience for Oracle and MS SQL
• Experience with XML, HTML, Java, Java Script, and Unix Shell Script (ksh)
• Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc) is a plus
• Application development as part of a small team on a mixture of small and large development projects
• Identify and deliver opportunities to improve the application and service
• Experience in a Production Application Development or Application Support role
• SQL 2008 configuration and development
• Strong Team Player
• Confident and effective communicator
• Experience in Server patching or Scheduling
• Someone who has come from a Wintel Server Support or DBA background would be ideal

Junior Application Support Analyst Resume Examples & Samples

• University studies – ongoing or finalized
• Previous experience in customer support or IT is a plus (including internship, voluntary)
• Advanced English language skills
• Medium level of French
• MS-SQL database knowledge (basic level)
• Willing to work full time
• Analytical reasoning and problem solving skills
• Ability to work in a support team and as well as perform on an individual basis when
• Very good communication skills. Ability to work in a multicultural environment
• Works a queue of tickets (incidents, problems, requests) and provides resolutions within internally defined SLAs, with a focus on long-term solutions, on HR and Production applications
• Delivers support to existing business users, investigates and resolves application errors, data discrepancies and queries
• Provides status updates and manages customer expectations throughout the lifecycle of the incident/ problem/ request
• Collaborates closely with level 1 Front Desk analysts to identify, document and transfer recurrent ticket categories
• Collaborates closely with the level 3 technical support analysts and the project teams, in order to identify the best solution for the identified system errors/developments
• Effectively utilizes support processes and tools (i.e.: self service interface, ticketing tool, internal knowledge base etc.)
• Researches, troubleshoots and resolves reported system issues; escalates issues requiring development or vendor support; tests and implements solutions
• Performs system maintenance such as deploying patches, updates and upgrades; monitors system performance and performs actions to maintain data integrity such as purging inactive accounts
• Creates reference and training materials by documenting processes and solutions; supports process improvement by evaluating documented resolutions and analyzing trends
• Provides input and performs testing for development and purchasing initiatives
• Performs other job related duties or special projects as assigned
• Excellent technical skills with Microsoft network and PC operating systems including working knowledge of current network hardware protocols and standards, database maintenance, windows server administration and desktop application support
• Extensive practical knowledge in trouble shooting methodologies and principles and issue resolution techniques
• Excellent customer service and problem solving skills with the ability to work independently while supporting a team environment
• Solid analytical skills with strong attention to detail and concern for data accuracy
• Strong organizational, process and project management skills with the ability to prioritize workload, multi-task, and meet deadlines in a fast paced environment
• Exceptional verbal communication and technical writing skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics
• Flexibility to provide application support during weekend and evening hours as needed
• 3-5 years information technology support service
• Financial services or banking industry experience preferred
• Develop strong technical expertise in Treasury & CIO technology and associated applications to understand the end to end transaction flows of applications across the production domain
• Participate in ‘permit-to-operate’ reviews on Treasury & CIO aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• 2+ years working in a support capacity in a time critical environment, ideally with experience or exposure of working in a financial institution
• Geneos, Autosys
• Knowledge of java based application development a plus
• 3 years of experience in application support or service operations in a large enterprise environment
• 1 year demonstrated experience leveraging ITIL or other service management methodologies
• Previous experience managing publishing financial applications or environments
• Previous knowledge working in an IT ticketing system (HP Service Manager, CA Service Desk, Remedy, Service Now etc.)
• Excellent interpersonal and relationship building skills
• Customer and quality service oriented
• Demonstrated ability to prioritize work assignments and to focus on the highest priority issues
• Previous work experience with SQL query tools
• Previous work experience or knowledge of publishing systems
• Experience or previous job history as a Business Analyst or Software Developer
• IP networking troubleshooting skills
• Microstrategy analytics and or other business intelligence tools
• Bachelor’s degree in a technology or business related field and/or equivalent experience
• Possesses a university degree and 5+ years of technical/application or production/application support experience
• Exhibits solid knowledge of networks and databases Is very comfortable working with UNIX/POSIX/Linux environments
• Have extensive (5+ years’) experience in Linux application support, analysis and trouble-shooting, in a high-demand, production environment, preferably in a trading environment
• Have superb communication skills, and be able to deal effectively with both technical and business representatives
• Has experience or is interested in working in a trading-type environment
• Has or is interested in acquiring trading product knowledge or potentially interested in pursuing CSC certification

Avp-it Application Support Analyst Resume Examples & Samples

• Bachelor of Science in Computer Science, Engineering, MIS or equivalent technical training OR Associates degree in a technical training school for application or production support
• 5+ years of performing application support/development in a Windows environment
• Prior experience/knowledge of the following: SQL Server
• Experience supporting production applications
• Strong hands-on testing experience
• Experience in working on multiple releases in parallel
• Experience developing/supporting an IIS Windows web application
• Experience with application support/development in a .Net environment preferred
• Prior experience/knowledge of the following: IIS, Web Services, Windows Services
• Basic understanding of financial market concepts
• Flexible, hands-on "doer", able to cope with changing requirements / time constraints
• Strong analysis skills
• Experience in following SFTP, MQ, Siteminder & .Net experience a plus
• Provide 1st & 2nd line support to traders which involve extensive face-to-face interactions with Traders
• Respond to queries from various Trading groups and associated business units
• Perform application setup, account setup, limits changes, problem tracking, and report generation
• Support third party and internal applications
• Monitor connectivity and market risk applications and quickly solve issues
• Act as the main point of contact for all trading applications queries and requests
• At least 3-5 years of experience in trade floor support
• Understanding of Equities, FX, Fixed Income
• Understanding of market data systems such as Bloomberg or Reuters
• Ability to navigate seamlessly in Unix and Windows platforms
• Knowledge in Unix shell scripting
• Knowledge in FIX and TCP/IP connectivity
• Degree in Computer Science/Engineering
• Liaise with end user community to understand their problems and needs, and provide technical and analytical support
• Provide in-depth analysis and implement strategic Information technology solutions to production problems for the applications in his/her purview, while adhering to deadlines and facilitating timely delivery for Operations clients
• Analyze and debug the existing source code to find bugs and performance issues
• Design, develop, test and implement enhancements and bug fixes
• Provide onsite and offsite support as well as off-hours support, if necessary, for the various business functions
• Acquire and document knowledge on the various Credit Suisse applications and share the acquired knowledge and provide training to the team members
• 2+ years of experience in Software Development and/or application support
• 2+ years of experience in IBM Mainframe technologies like COBOL, JCL, DB2, VSAM, CICS
• Excellent analytical and problem resolution skills
• 1+ years of experience in MQ series
• 1+ years of experience in supporting and managing business continuity tests, and power downs
• Bachelor's degree in Information Technology or a combination of education and experience that enables performance in all aspects of the position
• Minimum 3 years expereince installing/supporting applications, hardware support/maintenance, and direct engagement with business users
• Experience installing/supporting applications, hardware support/maintenance, and direct engagement with business users a plus
• Valid driver's license required
• Ability to travel 5 - 25% of time
• Knowledgeable of Windows, Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware. Specific experience with Dell equipment a plus
• Knowledge of principles for providing strong customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Ability to work well collaboratively in a team environment. Good interpersonal interaction and able to work well with others
• Resolves incidents and fulfilling requests raised by clients and ensuring they are completed in a timely manner with highest degree of customer service
• Works collaboratively and effectively with customers and other IT teams within the organization
• Ensures incident, problem and change management; and BCP processes& procedures are followed and adhered to
• Reviews and propose continuous improvements to operational processes and procedures
• Contributes actively to build the knowledge base associated with the service
• Participates in 24 x 7 on-call roster
• Participating in 24x7 on-call roster or support coverage to cover any shift (ie day, mid, night) as required
• Participating in application change and deployment activities including changes between environment and after office hours and weekend implementations
• Preparing regular operational reports and in-depth service analysis and follow-up
• Implementing and driving achievement toward business and operational support goals
• Minimum BS degree in Computer Science or Equivalent work experience
• Minimum 3 years technical experience in Web based technology environments and related dependencies between platforms, database, and application levels. (UNIX, SQL, WINDOWS, are plus)
• Experience in Solaris, lynx, korn shell, Perl, JAVA (core and frameworks) , C/C++ is a plus
• Experience in Oracle, and SQL server databases is a plus
• Knowledge of windows server, active directory, group policy, OS
• Experience in enterprise incident management practices, monitoring and performance tools
• Ability to quickly receive and process information, make appropriate risk based decisions
• Effective issue management skills, problem identification, root cause analysis, and solution recommendation
• Strong global team member, interaction with staff and clients to achieve business goals
• Intense personal commitment to mission, values, and goals of the organization

Application Support Analyst, Senior Resume Examples & Samples

• Provide hands-on 24x7 support of production Internet and back-office applications on a rotating basis
• Drive OAM SEVerity crisis technical bridges and/or management bridges
• Shell script and administer batch jobs required to execute back-office scheduled work
• Access DB data via PL/SQL and perform required database application administration to support production
• Leverage knowledgebase (previous incidents), experience, and organizational knowledge to reduce MTTR
• Review turnover paperwork to ensure that they are complete prior to production installs
• Participate in the requirements gathering process, representing the production environments, to ensure that all operational aspects are identified and documented
• Provide all tasks and detailed estimates to project managers, review and approve design documentation to ensure understanding of business logic changes and technical solution being implemented
• Works with Change Management/ Release Managers to review propose change events for production
• Work with ETG and OAM/Credit development to perform project code installations/promotions with assistance from the development and business groups. Validate successful promotions to production or fallbacks
• Document install-defects and assign severity to the problems that occurred. After fallback, perform post mortem to identify root cause analysis (RCA)
• Direct incident recovery, and cross-functional teams to collaborate on identified issues
• Identify and implement improvements to incident recovery, incident engagement, and incident communications
• Perform trending and analysis of problems; anticipate problems and develop risk mitigation plans
• Participate in internal and external audits, as requires by management
• Ensures monitoring alerts and system events are assessed, prioritized, and worked aggressively
• Escalate issues to the technology, operations, and/or vendor(s) where appropriate
• Ensure database/application controls and procedures remain compliant with Corporate IT risk
• Support Disaster Recovery tests and live recovery for all production environments
• Work with Card Services architects to validate and design enterprise solutions and application monitoring tools
• Interface with the technology group on the datacenter migration project, and provide senior level project updates
• 10+ years of IT experience with background in Internet or application development, or equivalent technical production support experience (Required)
• Minimum of 7 years in support of an Internet or transaction processing application (Required)
• Experience designing, maintaining, and managing SLAs and interfacing with clients
• Full life-cycle development experience in a large financial services firm: Card Services and/or banking
• Experience in Oracle/SQL and shell scripting (Moderate)
• Strong technical skills in these areas: JAVA, JSP, SQL, JBOSS, SiteMinder (Moderate to expert), Weblogic/Webspshere (moderate to expert), UNIX (Moderate to expert)
• Ability to coach and mentor peer employees and contractors (Required)
• Experience working in an Internet and distributed client server environment, including strong understanding of multi-tier architecture and infrastructure setups (Required)
• Ensure that all Middleware applications are available and supported in line with defined system service level agreements
• Act as point of contact for all application service interruptions; oversee all crisis and incident management processes
• Documenting support activities, which include support tasks and outages
• 5-7 years of experience in core Java
• 5-7 years of experience in UNIX and Windows
• 5-7 years of experience with Middleware technologies such as Apache, Websphere Application Server, or IIS
• 3-5 Experience on splunk and wily
• 1- 2 Experience on datapower
• Prefer knowledge of tools and scripting methods utilized for deployment and configuration of Web Applications
• Understanding of TCP/IP networking , Loadbalancing
• A team player with a positive attitude - enthusiastic, dynamic, energetic
• Be prepared to fully commit outside of normal hours on a 7x24x365 basis
• 3-5 years of experience in core Java
• 3-5 years of experience in UNIX and Windows
• 3-5 years of experience with Middleware technologies such as Apache, Websphere Application Server, or IIS
• Acting as first point of contact for the business supporting numbers of business-critical services and applications on a 24x7 basis
• In this role you will be responsible but not limited to the following
• Having an end to end responsibility to ensure all operational KPIs are met by the services within the Shared Pool Team portfolio
• Delivering a client focused service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication
• Ensures Support processes are aligned to ITIL framework
• Focuses on production stability and future changes are aligned to regional strategic direction
• Works closely with regional Service Management to ensure Support processes are in line with regional model
• Undertaking coordinated incident management in liaison with other operational teams
• Maintains a standardized global service offering through peer group collaboration
• Presents regular updates to reporting line on status in local site
• Ownership of technology problems or requests until satisfactorily resolved
• Working with other technology teams to deliver continual service improvement and ensure business requirements are being met
• Undertaking coordinated incident management in liaison with other operational team
• Provide 2nd and 3rd level support of the FX Risk applications in various environments
• Application process Management
• Management of infrastructure, continual process improvement
• Management and Mitigation of Production Incidents
• Performance and Capacity management
• Application deployments and Configuration in all supported environments
• Good communicator in English, both spoken and written

Junior Equity Application Support Analyst Resume Examples & Samples

• Provide support to business stakeholders on critical front, middle and back office platforms including Calypso, 4Site, SYN and a number of internal systems
• Engage in Incident, Problem and Change Management
• Proactively contribute ideas and solutions towards improving team processes
• Work with product vendors, exchanges, data providers and other service providers to resolve issues
• Extensive interactions with global teams (IT Development, Service Desk & infrastructure teams)
• Project manage operations components of key systems upgrades e.g. system upgrades, exchange upgrades etc
• University degree in engineering, computer science or equivalent
• Relational database experience (ideally Sybase or Oracle)
• Good working knowledge of UNIX
• Strong SQL experience
• Understanding of the equities trading business
• Prime Finance is one of the most challenging and potentially rewarding areas to work within Citi Equities and Prime Technology
• The application stack consists of a significant number of interwoven applications and components providing functions around trading, funding, locate offering, margining, wire sending, online services, batch processing and reporting for end users internally and externally in many locations across the globe
• The Prime Finance support team looks after Prime Brokerage, Stock Lending and Agency Lending systems with the aim of ensuring high system availability and stability, as well as end-user support
• Our business partners cover FO, MO and BO users based in different countries in the region. In order to achieve a high service level standard, it is an important requirement for the team to establish good rapport through frequent interactions with other technology teams like development and system administration teams which also have footprint in China and many other locations globally
• The role entails working in a team based in Hong Kong, resolving daily system issues and handling user queries promptly, improvising effective temporary workaround solutions, devising strategic long term permanent fixes, making sure all issues are well followed up, reviewing and implementing adequate automation/monitoring, taking ownership in driving potential service improvement around stability, efficiency and effectiveness in the region as well as globally
• The successful candidate will be working closely with his/her team members in Hong Kong as well as India in the region and reporting to the APAC Regional Prime Finance Support Lead
• The ideal candidate should be technically astute, well organized, proactive and be comfortable discussing issues with business and other technical teams at all levels. The successful candidate is expected to provide hands-on technical support and would be working with our peer teams in Europe and North America to provide seamless support to our applications globally under follow-the-sun support model
• In addition, he/she needs to be good team player who possesses good multi-tasking skills, be able to cope with high pressure well and consistently deliver high level service standard
• 3–5 years working experience in support role on global applications
• Sound business knowledge on stock lending and prime brokerage and experience of supporting system applications of these areas
• Strong trouble shooting skills
• Good understanding of incident, problem and change management
• Knowledge/experience of problem management tools and ticketing software
• Able to cope well working under pressure
• Self-motivated and strong organizational skills
• Fluency in verbal and written English
• Good knowledge in agency lending
• Basic knowledge on Linux/Unix commands and ability to understand shell scripts
• Experience and knowledge of monitoring tools
• Work collaboratively and effectively with customers and other IT teams within the organization
• Exposure to banking or financial institution
• Familiar with ITIL best practices – certification would be a plus
• Ownership and accountability for the operation, monitoring and integrity of the technology platform
• Knowledge of key Asset Management software packages
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with specific focus on the IBM OSS, Mvest, Mpower, Primebase, SMS, SEI/Trust 3000, Unitrax and FATCA applications
• Providing subject matter expertise and use of incident/problem management skills in the daily production support of high value, active trading clients and operations groups for any connectivity, processing or functionality issues
• Strong communications and interpersonal skills will be required to work effectively while supporting other members of the team in achieving unit objectives and providing excellent client service
• Solid understanding of the TDBFG Wealth Management businesses and knowledge of applications such as Mpower, Mvest and IBM OSS is a highly desirable asset
• Excellent analytical, verbal and written communication skills
• Strong customer service orientation and a professional approach; ability to interact with all levels within the organization
• Possess acute sense of business acumen with a strong focus on delivering a superior customer experience. Flexibility in scheduling to work weekends to fulfill business needs that are conducive to
• Incident, Problem and Change Management workflow
• Disaster Recovery test activities
• General Change Management release activities
• Drive improvements in operational excellence and focus on improving operational tools used in production environment
• Assist with technical support and documentation
• Assist with identification, documentation, and training of support teams on Level 1 technical support issues
• Responsible to provide Level 2 & 3 technical support, as needed (includes isolating, diagnosing, resolving, and finding root cause of issues)
• Assist with technical vendor escalations and resolutions, as needed
• Responsible for maintenance and configuration of User tables
• Assist with system/app performance monitoring
• Responsible to create basic ad-hoc reports or queries in support of system functionality or user requirements
• Assist with configuration, testing, and deployment of on premise and SaaS/Cloud-based products, applications, and solutions at a technical level
• Responsible for technical aspects of upgrades and enhancements
• Contribute to the production of release notes by providing technical information
• Assist with coordination of internal and external technical teams during development and implementation, as needed
• Contribute to monitoring and reporting of implementation work
• Assist with the identification & development of appropriate technical training and training material to all stakeholders
• Assist with the identification of technical issues & risks related to training & adoption
• Assist with planning and successful execution of team's technical work streams, tasks, initiatives, and operations
• Assist with technical documentation for work streams, initiatives, and ongoing operations
• Contribute to appropriate & timely technical communications to all stakeholders, users, customers, and vendors
• Contribute to gathering and reporting of appropriate metrics for technical aspects of team activity
• Follow all technical operational policies and procedures
• Contribute to current sprint task list & prioritization regarding technical work
• Assist with identification and analysis technical opportunities to use/leverage new or existing applications
• Assist with technical analysis for socialization to business teams
• Assist with technical research and discovery of appropriate solutions
• Assist with technical competitive analysis related to products
• Assist with technical opportunity and needs analysis
• Assist with technical vendor & client relationship & interaction
• A degree in Systems Engineering, Computer Science or related fields with 3 to 5 years of related experience preferred
• 2+ years’ experience with systems administration and/or application support
• Subject matter knowledge in a related line of business
• SQL and XML knowledge required
• General knowledge of web applications
• Automated data loading and data cleansing
• Ability to use scripting languages (e.g., Java, PERL, Bash)
• Working knowledge of system administrative processes related to enterprise level applications
• Familiarity with Saas-based applications, understand upstream and downstream interface interactions
• DocuSign Administrator, CLM Application Administrator, or Listening Platform Administrator Certification (or demonstrate equivalent knowledge and experience)
• Prior experience with configuration management tools
• Participate in weekends and holidays on-call support as required
• Ability to communicate technical information to non-technical users
• Ability to communicate business process to technical resources
• Ability to create simple process flow diagrams or flowcharts that demonstrate business or system process flow
• Ability to gather technical requirements
• Ability to create & execute test plans
• Ability to gather information and present status
• Knowledge of Software Development Lifecycle (SDLC)
• Adaptability and demonstrates good judgment
• Experience in Production/Application Support environment
• Reports to Application Support Manager
• Contribute to super regional bank goal
• Providing day-to-day support within the London Markets Application support team, ensuring that all the Markets systems and their users are supported and monitored in a timely manner. With an initial emphasis on the Wall Street application, the role holder will then be required to be leveraged across multiple front office applications and have deep knowledge of them (ION, Murex, Sky)
• Provides analysis and insights into key technology risk drivers for Wall Street
• Responsible for raising awareness across local FO and MO stakeholders and helping drive the necessary change with respect to the business requests
• Work with the business to minimise operational losses, remediate audit points and compliance breaches
• To provide 1st line technical and application support for all Financial Markets business products and applications (Wall Street, Murex ION, desktop, dealer telephony, and market data)
• Act as a primary point of contact for clients during UK hours
• Work in partnership with the Application Development (AD) teams to identify root cause and communicate effectively to our business partners
• Effective collaboration and communication within the Applications Support team and across the key internal stakeholders and business partners
• Promote a culture of open and constructive communication and collaboration across Technology and the business

WTS Application Support Analyst Resume Examples & Samples

• Providing subject matter expertise in the management of the Wealth Applications including but not limited to AOE, FIP, Thomson, PrimeOE, TDSS REC, Wealth Client Onboarding, Wealth Transfer System, Ticketing Application, Arrow, Cornerstone, DRIPS and CASE
• Execute Subject Matter expertise in daily production support of operations groups for any connectivity, processing or functionality issues
• Conduct Priority 1-3 incident management technical bridges, communicating incident updates to business partners and management teams, monitoring/managing problem ticket queues, escalating with internal/external support teams, and taking a lead role or assisting with creation of Post Incident Reviews as required
• Perform trend analysis reporting to capture and highlight repeat/common types of failures and make

IT Application Support Analyst Equity Research Resume Examples & Samples

• To provide daily application and operations support to equity research users, equity sales in regions
• To work with user departments for requirement gathering on BAU enhancement or project work
• To maintain high performance and availability of production environment
• Liaise with users to ensure that operational issues are resolved on a timely basis and that correct actions are taken
• Manage and track production issues on a daily basis; manage incident resolution and reporting
• To manage vendor on support and system enhancements
• To work with infrastructure team on capacity planning and effective system monitoring
• To coordinate with infrastructure, development teams and vendors on system implementation, release and deployment
• Conduct testing, provide UAT support and handle production rollout
• Be client focused and maintain good working relationships with clients
• Provide both end user application and technical support for department developed internal application
• Application Support’s subject matter expert for designated custom ESE application deployments
• Identifies recurring application problems and collaborates with development teams to create solutions
• Troubleshoots complex application incidences
• Assists business partners with application specific application and technical questions through the maintenance of a support knowledgebase
• Provides on-site support to business partners during application deployments
• Reviews, recommends and implements operational improvements to support an increased automated work environment
• Identifies opportunities to automate manual workloads and develops tools to improve process efficiencies
• Creates reporting on metrics utilizing advanced analytical tools and is expected to maintain a reporting dashboard
• Develop in-house tools to support the automation of manual support processes
• Collaborate on a multi departmental automation projects to increase productivity through the integration of systems by reducing the need for manual processes
• Creates architectural work-flow documentation used to identify application flows and points of failure
• Working knowledge of Oracle 11G SQL and PL/SQL
• Working Knowledge of one or more Scripting Languages: Cron, Linux Scripting, Python, Pearl
• Knowledge of ITIL fundamental competencies
• MicoStrategy Reports and Dashboards or equivalent analytical reporting
• A minimum of 2 years of Customer Service experience
• Supporting Incident Management in the swift recovery of incidents affecting the payment/receivables applications
• Investigation and resolution of application processing queries raised by Business Operations
• Supporting project implementations into the production environment
• Reduction production incidents associated with payment and receivable applications
• This role is Bournemouth based
• You will have experience with IBM Mainframe technology including JCL, Natural, Adabas, Cobol, CICS and CA7
• You can demonstrate a hands-on approach to resolution of production incidents and the understanding of the bigger picture around production processes, from both a technical and a business perspective. You will also have a drive to prevent repeat or potential issues
• You will be able to demonstrate a good understanding of generic banking application architecture, including financial transactions processing
• Configuring, maintaining and supporting multiple web applications on IIS/Apache & WebSphere/Tomcat platforms
• Hands-on experience in troubleshoot performance issue including analyzing heap/thread dumps
• Experience in performance tuning of web applications
• Experience in supporting applications deployed on Oracle RAC
• Experience with developing Database monitoring scripts
• Experience in optimizing database queries
• Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc.) is a plus
• Provide technical support to our customer base. Candidate must use effective research, solution analysis, concise documentation, effective written/verbal communication and problem solving skills. Required to effectively convey root cause analysis of issues to software development staff for process/software changes
• Be required to represent the Production Support organization on company-wide project teams. In this capacity, you will be required to be aware of process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team
• Assist in the management of caseload and escalations from other departments
• Backup to Operations and perform in-depth research and identify sources of production issues
• Bachelor's degree in a computer related field and/or financial/accounting related field and 3 to 5 years related experience, Bachelor's degree in other field and 3 to 5 years equivalent experience
• Experience developing ad-hoc reports using database utilities
• Proficiency writing SQL in an Oracle database environment
• Experience with Job Control frameworks
• Working knowledge of one or more scripting languages (e.g. ksh, Perl)
• Unix/Linux background
• Experience in credit card industry or data processing preferred
• Total 3.5+ years experience- completely hands on
• Previous technical knowledge of support systems
• Good working knowledge of Unix , Oracle & Java with basic knowledge of application servers like Apache
• SWIFT Basics
• Application development background (i.e. experience and proficiency in languages such as Java, SQL, Unix shell scripting etc.)
• Experience working in a variety of application designs (e.g., web-based and thick-client distributed client server environment, vendor products)
• Experience working in a relational database environment (e.g., Oracle, Sybase)
• Proven experience designing and implementing proactive systems monitoring and health checks
• Excellent prioritisation, organizational and time management skills
• Incident management skills and experience
• Ability to influence and lead technical conversations with varied IT groups
• Experience with Geneos
• Experience with change management, production environments and support process in a large corporation

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Application Support Analyst Resume – Examples, Samples & Tips

• Resume Format
• June 4, 2024

Application Support Analyst Resume : As an Application Support Analyst, your resume is your ticket to landing a job in the competitive tech industry. This crucial document showcases your skills, experience, and qualifications to potential employers. Crafting a strong resume is essential to stand out from the crowd and secure your desired position. In this blog post, we will discuss key tips and strategies to create an impressive Application Support Analyst resume that will catch the eye of hiring managers.

Application Support Analyst Resume – Summary

Application Support Analyst Resume Sample

Garfield Logan Application Support Analyst (818) 555-9012 [email protected] 4343 Maple Drive, Hilltop, CA 12345

Experienced Application Support Analyst with over 5 years of experience in providing technical support and troubleshooting for various software applications. Proficient in analyzing user requirements, identifying issues, and implementing solutions to ensure optimal performance. Skilled in working with cross-functional teams to deliver high-quality support services. Strong communication and problem-solving abilities.

ABC Company, New York, NY Application Support Analyst January 2018 – Present

– Provided technical support for various applications used by internal and external customers – Resolved issues related to software functionality, performance, and integration – Collaborated with development teams to troubleshoot and resolve complex technical issues – Conducted user training sessions and created documentation for new software releases – Participated in on-call rotation to provide 24/7 support for critical applications

XYZ Company, Chicago, IL Technical Support Specialist June 2015 – December 2017

– Assisted customers with troubleshooting software and hardware issues over the phone and via email – Documented and tracked customer issues in a ticketing system to ensure timely resolution – Escalated complex technical issues to senior support staff for further investigation – Conducted remote troubleshooting sessions using remote desktop tools – Collaborated with cross-functional teams to identify and implement process improvements to enhance customer satisfaction.

Bachelor of Science in Computer Science University of California, Los Angeles, CA September 2012 – June 2016

Relevant coursework: – Database Management Systems – Computer Networks – Software Engineering – Operating Systems

High School Diploma West High School, Los Angeles, CA September 2008 – June 2012

Relevant coursework: – Computer Programming – Web Development – Mathematics – Physics

– Proficient in SQL, with 5 years of experience in writing complex queries and stored procedures – Skilled in troubleshooting and resolving technical issues related to applications and software systems – Experience with various operating systems, including Windows and Linux – Knowledge of ITIL framework and best practices for incident and problem management – Strong communication and interpersonal skills, with a proven ability to work effectively in a team environment – Familiarity with programming languages such as Java and Python – Experience with ticketing systems such as ServiceNow and JIRA – Ability to prioritize and manage multiple tasks in a fast-paced environment – Strong analytical and problem-solving skills, with a keen attention to detail.

Certifications

– ITIL Foundation Certification, Axelos, 2018 – Microsoft Certified: Azure Administrator Associate, Microsoft, 2019 – AWS Certified Solutions Architect – Associate, Amazon Web Services, 2020 – CompTIA Security+ Certification, CompTIA, 2021

Awards & Achievements

– Received Employee of the Month award at ABC Company in 2018 for outstanding performance in resolving technical issues and providing exceptional customer support – Achieved certification in ITIL Foundation in 2019 – Recognized for exceptional teamwork and collaboration in implementing a new software system at XYZ Corporation in 2020 – Received positive feedback from clients for consistently exceeding service level agreements and delivering high-quality support – Successfully led a team of analysts in troubleshooting and resolving a critical system outage, resulting in minimal downtime for the organization

Richard Thompson – Coordinator – KLM Group – (444) 333-2222 – [email protected]

Application Support Analyst Resume Objective – Examples

1. To utilize my technical skills and experience in troubleshooting and resolving application issues to ensure smooth operation of business-critical systems. 2. To provide exceptional customer support and technical assistance to end-users, ensuring timely resolution of application-related issues. 3. To collaborate with cross-functional teams to identify and implement solutions for improving application performance and functionality. 4. To stay current with industry trends and best practices in application support to enhance the overall efficiency and effectiveness of IT operations. 5. To contribute to the success of the organization by leveraging my expertise in application support to drive continuous improvement and innovation.

Application Support Analyst Resume Description Examples

1. Provided technical support and troubleshooting for various applications, ensuring smooth operation and minimal downtime for end users. 2. Collaborated with cross-functional teams to analyze and resolve application issues, implementing solutions to improve system performance and user experience. 3. Conducted regular maintenance and updates on applications to ensure compliance with security protocols and industry standards. 4. Documented and maintained detailed records of application issues, resolutions, and user feedback to track trends and identify areas for improvement. 5. Trained end users on new applications and features, providing ongoing support and guidance to enhance their understanding and usage of the technology.

Action Verbs to Use in Application Support Analyst Resume

1. Analyzed: Conducted thorough analysis of software issues to identify root causes and develop effective solutions. 2. Resolved: Successfully resolved technical problems and provided timely support to end users. 3. Troubleshooted: Identified and resolved system issues by troubleshooting software applications and hardware components. 4. Implemented: Implemented new software solutions and upgrades to improve system performance and efficiency. 5. Collaborated: Worked closely with cross-functional teams to address complex technical issues and deliver high-quality support. 6. Documented: Maintained detailed documentation of support tickets, resolutions, and system configurations. 7. Tested: Conducted rigorous testing of software applications to ensure functionality and compatibility with existing systems. 8. Trained: Provided training and guidance to end users on software applications and best practices for system usage. 9. Monitored: Monitored system performance and identified potential issues to proactively address and prevent downtime. 10. Communicated: Communicated effectively with end users, technical teams, and management to provide updates on support issues and resolutions.

FAQs – Application Support Analyst Resume

1. What skills should an application support analyst include on their resume? Some important skills to include on an application support analyst resume are technical troubleshooting, software installation and configuration, system monitoring, customer service, and knowledge of programming languages and databases.

2. How should an application support analyst highlight their experience on their resume? An application support analyst should highlight their experience by providing specific examples of their accomplishments and projects they have worked on. They should also include any certifications or training they have received related to application support.

3. What should be included in the education section of an application support analyst resume? In the education section of an application support analyst resume, include your degree, major, and the name of the institution you attended. You can also include any relevant coursework or certifications you have completed.

4. How can an application support analyst demonstrate their problem-solving skills on their resume? An application support analyst can demonstrate their problem-solving skills on their resume by providing examples of difficult technical issues they have resolved, how they approached the problem, and the outcome of their solution. They can also include any awards or recognition they have received for their problem-solving abilities.

5. How important is it for an application support analyst to include relevant keywords on their resume? Including relevant keywords on an application support analyst resume is very important, as many companies use applicant tracking systems to scan resumes for specific keywords. By including keywords related to application support, technical skills, and industry-specific terminology, an applicant can increase their chances of getting their resume noticed by hiring managers.

In conclusion, a well-crafted Application Support Analyst resume is essential for showcasing your skills and experience to potential employers. By including a strong objective, summary, education, skills, experience, certification, awards, and achievements sections, you can effectively highlight your qualifications for the position. Use our free template to create a standout resume that will help you land your dream job in the field.

Resume Tips

Choose the right format.

Select a resume format that best showcases your skills and experience. Common formats include chronological, functional, and combination resumes.

Tailor Your Resume

Customize your resume for each job application by highlighting relevant skills and experiences that match the job description.

Focus on Key Sections

Include essential sections such as contact information, professional summary or objective, work experience, education, skills, and relevant certifications.

Use Clear and Concise Language

Be concise and use action verbs to describe your accomplishments and responsibilities in each job role.

Quantify Achievements

Whenever possible, quantify your achievements with numbers or percentages to demonstrate your impact in previous roles.

Highlight Transferable Skills

Emphasize transferable skills that are relevant to the job you're applying for, such as communication, problem-solving, and leadership skills.

Prioritize Readability

Ensure your resume is easy to read by using a clean and professional font, adequate white space, and bullet points for listing information.

Proofread Carefully

Avoid spelling and grammar errors by proofreading your resume multiple times or asking a trusted friend or colleague to review it.

Keep it Updated

Regularly update your resume with new experiences, skills, and accomplishments to reflect your most current qualifications.

Seek Feedback

Consider seeking feedback from career advisors, mentors, or professionals in your industry to improve your resume further.

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Application Support Analyst Resume Examples and Templates

This page provides you with Application Support Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Application Support Analyst resume.

What do Hiring Managers look for in an Application Support Analyst Resume

• Technical Proficiency: Strong understanding of the supported applications, databases, and technical infrastructure.
• Problem-Solving Skills: Capability to diagnose and resolve application issues, troubleshoot technical problems, and provide timely solutions.
• Communication: Effective communication skills to interact with end-users, IT teams, and management to ensure smooth application operation.
• Documentation: Attention to detail in documenting and maintaining records of support requests, resolutions, and application configurations.
• Customer Service Focus: Commitment to providing excellent customer service and support to end-users, addressing their concerns promptly and effectively.

How to Write an Application Support Analyst Resume?

To write a professional Application Support Analyst resume, follow these steps:

• Select the right Application Support Analyst resume template.
• Write a professional summary at the top explaining your Application Support Analyst’s experience and achievements.
• Follow the STAR method while writing your Application Support Analyst resume’s work experience. Show what you were responsible for and what you achieved as an Application Support Analyst.
• List your top Application Support Analyst skills in a separate skills section.

How to Write Your Application Support Analyst Resume Header?

Write the perfect Application Support Analyst resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Application Support Analyst position to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Application Support Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Application Support Analyst Resume Example - Header Section

Kevin 19 Adams Street Lorain, OH 44052 Marital Status: Married, email: [email protected]

• Good Application Support Analyst Resume Example - Header Section

Kevin Odom, Lorain, OH, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Application Support Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Application Support Analyst Resume Summary?

Use this template to write the best Application Support Analyst resume summary: Application Support Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Application Support Analyst Resume Experience Section?

Here’s how you can write a job winning Application Support Analyst resume experience section:

• Write your Application Support Analyst work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Application Support Analyst work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Application Support Analyst).
• Use action verbs in your bullet points.

Senior Application Support Analysts Resume Example

Senior Application Support Analysts

• Implemented First Direct 2.0 Application.
• Supported, deployed, maintained, and troubleshooted .NET applications and web services on IIS, SQL Server, Oracle dB, and Azure in a production environment.
• Conducted end-to-end troubleshooting of application performance by analyzing IIS logs and Event Viewer.
• Enhanced the Fapx application, increasing success rate from 90% to 96%.
• Designed management visibility dashboards using Power BI.
• Provided root cause analysis for P1 issues and collaborated with IT teams to resolve them.
• Diagnosed and rectified bugs in C#, JavaScript, Java, and SQL stored procedures across multiple applications.
• Created collaborative sites, lists, and documents on SharePoint.
• Set up application monitoring and alerts, analyzing data to identify issues.
• Offered support for escalated production issues during and after business hours.
• Reviewed software policies, standards, and procedures, and made change recommendations.
• Collaborated with software engineers, DBAs, and non-technical teams.
• Conducted system integration with in-house and third-party applications.
• Managed SSL certificates on the production environment, including renewals and configurations.
• Set up bindings, SSL certificates, and IIS configurations as per application requirements.
• Participated in Disaster Recovery and Business Continuity planning.

Application Support Analyst Resume Example

Application Support Analyst

• Managed Back Office Clearing and Settlement Incidents for F&O markets including SGX, HKEX, ASX24, KRX, OSE/TSE, NSE, NZX.
• Collaborated closely with vendor management and consultants to meet business requirements.
• Coordinated and executed exchange-mandated changes, simulation testing, rehearsals, and platform migrations.
• Oversaw batch monitoring for end-of-day activities in global markets.
• Addressed issues reported in JIRA and managed AMX.
• Collaborated with SGX Exchange on annual BCP/Disaster recovery processes.
• Provided root cause analysis and implemented quick workarounds for application issues.
• Designed reconciliation specifications for the Derivatives business, both post and pre-end-of-day.
• Collaborated with developers to create comprehensive documentation and Support Knowledgebase during Agile development phases.
• Conducted in-depth market research and assessed current applications to enhance the overall performance of the Service Providing Application.
• Created automations for our ticketing system, significantly cutting down the time needed to handle over 1500 tickets each year.
• Designed a range of Powershell and Python scripts, including a Powershell-based desktop application, streamlining the resolution of end-user technical problems compared to conventional approaches.
• Collaborated with customers in a large corporation to address various technical and business issues.
• Facilitated meetings between multiple development teams to synchronize responses and solutions for outages.
• Recommend and implement solutions after analyzing issues and problems.
• Identify trends and take necessary steps to enhance the operational performance of IT systems.
• Coordinate the implementation of agreed remedies and preventative measures.
• Monitor application service availability and establish proactive measures to prevent interruptions.
• Acquire and maintain knowledge of key applications and provide guidance to users, customers, and stakeholders.
• Monitor service delivery against service level agreements and maintain relevant records.
• Identify and resolve application issues, including incident diagnosis and prioritization according to established procedures.
• Investigate, monitor, and resolve issues and problems in systems, processes, and services. Analyze both technical and functional aspects and implement agreed remedies and preventive measures.
• Perform security administration tasks following established procedures.
• Assist in testing business systems to meet requirements.
• Contribute to process improvements and engage in necessary documentation activities.

Senior Application Support Analyst Resume Example

Senior Application Support Analyst

• Supported testing and QA for new and existing items in development or consideration.
• Communicated application problems and issues to key stakeholders, including management, developers, and end-users.
• Managed loan processes, including application processing, disbursement, and pre-closure.
• Handled transaction maintenance, including daily collections and group collections.
• Created and maintained products.
• Managed various daily, monthly, and yearly processes and reports (SOD, SOB, COD, EOD, EOM, EOY).
• Analyzed and documented business requirements.
• Processed loans through TAB.
• Tested workflows of Android Mobile Applications..
• Provided training and support to field staff for repayment collection through Trucell.
• Supported banking applications Web CSR, including account creation and dashboard management.
• Handled rate schedules, GL history, trial balance, transaction inquiries, corporate transaction batch status, and reports extraction.
• Developed detailed test plans for functional and user acceptance testing.
• Created, updated, and reviewed test cases and scenarios according to business requirements and executed them.
• Participated actively in project meetings and discussions.
• Tracked and managed defects, analyzed data, and provided reports.
• Conducted end-to-end integration testing.
• Assisted users in User Acceptance Testing.
• Collaborated with developers, the Business & Management Team, and end-users.
• Tested bank product workflows in UAT.
• Conducted Customer Migration (.Net to CRM) activities and testing in the UAT environment.
• Maintained roles, managed user transfers and resignations, and performed weekly active user reconciliation.
• Providing exceptional customer service by promptly resolving inquiries through collaboration with other departments.
• Ensuring adherence to processes, procedures, and escalation protocols while addressing issues.
• Managing client requests through consistent communication with internal and external clients for additional information.
• Improving skills by acquiring knowledge of internal AMX systems and business processes to diagnose and resolve requests.
• Verifying accurate billing by liaising with third-party vendors, carriers, service providers, and billing system owners.
• Supervising database administrator activities to ensure database availability as required.
• Utilizing the Citrix product suite and other in-house applications to assist IT administrators in delivering secure access to desktops, data, applications, and services to users on any device and network.
• Maintaining the highest levels of service quality and availability using Incident Management solutions like Remedy, Salesforce, and ServiceNow.
• Efficiently handling escalated issues with timely responses and effective resolutions.
• Taking responsibility for providing effective business support to EU users.
• Daily monitoring and supporting business users during Market on Close activities.
• Keeping knowledge articles up-to-date on Confluence with the latest resolutions.
• Coordinating proactive actions, leading Major Incident (MI) reviews, escalating and managing crisis calls, and adhering to Service Level Agreements (SLAs) to ensure timely issue resolution with a focus on stakeholders.
• Offering support for internal and client-facing applications for content creation and distribution.
• Participating in User Acceptance Testing (UAT), Migration, and rollout support for new applications.
• Providing ongoing best-in-class support for these applications, including incidents and service requests.
• Actively engaging in problem management activities for these applications to understand root causes and reduce incident recurrence rates. Ensuring all incidents are assessed for problem case creation and providing feedback to key internal stakeholders on problems and issues.
• Supported both internal and client-facing applications for content creation and distribution.
• Ensured efficient handling of escalated issues, delivering timely responses and effective resolutions.
• Analyzed, researched, managed, and resolved queries from users for Front office and Back-office products.
• Utilized tools like Liferay and Alfresco for day-to-day content-related activities.
• Fixed XML generated by InDesign for PDF creation, with knowledge of HTML, CSS, and JavaScript.
• Possessed strong technical expertise in Linux, Oracle, AWS concepts, and infrastructure.
• Followed Agile Methodologies for project management.
• Experienced in supporting environments running Apache, Tomcat, and Java/J2EE-based applications.
• Demonstrated a strong working knowledge of databases and proficiency in writing complex SQL queries.
• Managed FTP, AXWAY ST, and EDGE servers.
• Utilized middleware technologies such as IBM MQ and Oracle Weblogic.
• Deployed Ansible Tower for running playbooks and Marklogic Db for content storage.
• Implemented ServiceNow for Incident and Problem management, with familiarity in ITIL concepts and SLAs.
• Analyzed business requirements and configured them within the existing system through change management.
• Performed major L2 and L3 level activities, including production job/batch monitoring, application and dashboard monitoring, and engaged the relevant teams to resolve failures/errors.
• Proactively monitored critical real-time trading activities from various exchanges, troubleshooting and resolving application issues escalated by end-users.
• Analyzed project requirements to identify bugs and promptly resolve issues.
• Implemented automation to eliminate manual and redundant checks.
• Collaborated with vendors, business partners, and teams to ensure proper release management.
• Processed large batches of data on a daily and weekly basis.
• Added entitlements for client and account static data on the AMX Dashboard.
• Customized systems using the SDLC approach with Oracle Development tools.
• Gathered functional requirements from end-users and documented them.
• Assisted technical consultants in resolving complex report issues.
• Participated in the financial modules' closing process.
• Provided support for functional issues and prepared status reports.
• Facilitated integration setups between the procure-to-pay and order-to-cash cycles.
• Conducted user training.
• Collaborated as a team member with the following roles and responsibilities:
• Customized systems using Oracle Development tools following the SDLC approach.
• Collected functional requirements from end-users and documented them.
• Aided technical consultants in resolving intricate report issues.
• Participated in the financial module closing process.
• Provided support for functional issues and generated status reports.
• Engaged in integration setups between the procure-to-pay and order-to-cash cycles.

SENIOR APPLICATION SUPPORT ANALYST Resume Example

SENIOR APPLICATION SUPPORT ANALYST

• Troubleshot and resolved batch application issues using SQL queries in the database and optimized Unix shell scripts to address batch failures.
• Oversaw the application support team in Mauritius, guiding them in their daily tasks and investigations.
• Managed the on-call schedule roster and took charge of training new joiners in batch support.
• Conducted extensive research on incoming batch processes and collaborated closely with the development team to devise feasible solutions.
• Implemented new client reporting by performing database inserts and configuring batch jobs in the Tandem system.

Application Support Analyst II Resume Example

Application Support Analyst II

• Resolve tier 2 helpdesk tickets and work requests submitted by users.
• Collaborate with vendors and internal support teams to address issues beyond local or tier 1 capabilities.
• Set up and configure user accounts as required.
• Review, test, and validate software patches and enhancements.
• Provide management with reports on Tier 2 KPIs (Mean Time to Resolution, Time to Close, number of open development tickets, etc.), as well as other requested metrics.
• Document, train, and transition repeatable and simple fixes to the Tier 1 support desk.
• Develop test cases and conduct testing for new enhancements, features, or platforms.
• Document and communicate bug details and steps to reproduce to software developers and vendors.

Top Application Support Analyst Resume Skills for 2023

• Application Troubleshooting
• Technical Issue Resolution
• Incident Management
• User Support and Training
• Application Monitoring and Maintenance
• Software Installation and Configuration
• SQL Querying and Database Support
• System Integration Support
• User Account Management
• Ticketing Systems (e.g., ServiceNow)
• ITIL (Information Technology Infrastructure Library) Framework
• Documentation and Knowledge Base Management
• Performance Monitoring and Optimization
• Software Updates and Patch Management
• Version Control Systems (e.g., Git)
• Application Deployment
• System Logging and Debugging
• IT Service Desk Support
• Communication and Customer Service
• Root Cause Analysis
• Application Security Management
• User Access Control
• Application Testing and Quality Assurance
• System Health Checks
• Application Performance Analysis
• Remote Desktop Support
• Incident Reporting and Escalation
• Application Error Handling
• Problem Resolution
• Change Request Management
• System Upgrades and Migration
• Technical Documentation
• End-User Training Materials
• Application Backup and Recovery
• Compliance with IT Policies and Procedures
• Collaboration with Development Teams
• Software License Management
• Application Performance Monitoring Tools
• Troubleshooting Flowcharts and Diagrams
• Technical Support for End Users
• Incident Prioritization
• User Acceptance Testing (UAT) Support
• Service Level Agreement (SLA) Management
• Application Knowledge Transfer
• Technical Root Cause Analysis
• Database Query Optimization
• Knowledge Sharing and Training
• Disaster Recovery Planning
• Technical Problem-Solving Skills
• Application Support Metrics

How Long Should my Application Support Analyst Resume be?

Your Application Support Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Application Support Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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Application Support Analyst resume examples for 2024

An application support analyst resume should focus on showcasing a mix of technical and interpersonal skills. Technical skills like experience with specific software applications, data analysis, and troubleshooting are important, as they show the candidate's ability to handle the specific tasks of the job. However, as Christopher Lanz , Associate Professor at SUNY Potsdam, points out, "no certificate program or selection makes an applicant competitive with an actual computer scientist. Employers are fully aware that such a person is in the strongest position to learn anything." This underscores the importance of showing a strong foundation in computer science. On the other hand, as David Preece , Academic Director and Associate Professor at Brigham Young University-Hawaii, notes, "most employers look for indicators of character and 'soft skills' related to leadership, problem-solving, teamwork, initiative, diligence, responsibility, and integrity." Therefore, it's also crucial to highlight excellent organizational and interpersonal skills, such as strong communication, customer service, and problem-solving.

Application Support Analyst resume example

How to format your application support analyst resume:.

• Tailor your job title to the role you're applying for, ensuring it matches 'Application Support Analyst'.
• Highlight achievements in your work experience section, emphasizing problem-solving and technical support contributions over responsibilities, using examples such as 'Provided Global Customer Support within a call center environment' or 'Created and implemented solutions consisting of Perl, XML and SQL scripts that provide more accurate data to the business'.
• Compress your resume to one page, focusing on relevant experience and accomplishments for the Application Support Analyst role.

Choose from 10+ customizable application support analyst resume templates

Choose from a variety of easy-to-use application support analyst resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your application support analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Application Support Analyst resume format and sections

1. add contact information to your application support analyst resume.

Application Support Analyst Resume Contact Information Example # 1

Hank Rutherford Hill

St. Arlen, Texas | 333-111-2222 | [email protected]

2. Add relevant education to your application support analyst resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Application Support Analyst Education

Application Support Analyst Resume Relevant Education Example # 1

Bachelor's Degree In Business 2008 - 2011

Central State University Wilberforce, OH

Application Support Analyst Resume Relevant Education Example # 2

Associate's Degree In Information Technology 2004 - 2006

Rutgers, The State University of New Jersey New Brunswick, NJ

3. Next, create an application support analyst skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an application support analyst resume

The efficient operation of an application needs day to day maintenance that is done through application support. It assists users to manage any queries or errors they may face in the daily use of the application as well as provide a contact that users can reach for assistance. It may include a service desk and backups.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Java is a widely-known programming language that was invented in 1995 and is owned by Oracle. It is a server-side language that was created to let app developers "write once, run anywhere". It is easy and simple to learn and use and is powerful, fast, and secure. This object-oriented programming language lets the code be reused that automatically lowers the development cost. Java is specially used for android apps, web and application servers, games, database connections, etc. This programming language is closely related to C++ making it easier for the users to switch between the two.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Linux is a Unix-like operating system. Just like Windows, Mac OS, and IOS, Linux is an operating system used by millions across the globe. Android itself is powered by the Linux operating system. Linux manages all the hardware resources that are associated with your computer. The software is famous because of the protection it grants from viruses, malware, and crashes. The Linux operating system is entirely free and is an open-source software meaning it can be altered by those equipped with the knowledge to code.

Top Skills for an Application Support Analyst

• Application Support , 12.4%
• Customer Service , 8.9%
• Troubleshoot , 5.9%
• Infrastructure , 5.2%
• Other Skills , 67.6%

4. List your application support analyst experience

The most important part of any resume for an application support analyst is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of application support analysts" and "Managed a team of 6 application support analysts over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Analyzed Data (SQL developer) from Oracle database (in Terabyte) for UAT Test and Validation Test teams.
• Developed code for both Oracle & SQL Server to convert the applications to the new DST shift.
• Constructed SharePoint Team Site for maximum efficiency in locating job-related information; developed documentation for various fixes.
• Trained new and existing employees with system applications, policies, and procedures.
• Researched and tested application partitioning and application server setup to optimize WAN performance.
• Designed and developed on Java SpringMVC framework for a B2B E-Commerce website of a global manufacturing company.
• Followed ITIL guidelines for supporting applications.
• Implemented REST for making web services in Java to integrate the website with SAP ByDesign.
• Created document library in SharePoint, uploaded documents to SharePoint.
• Documented Interface Agreements of XML between the CRM and IVR applications.
• Assisted with conversion from Token ring to Ethernet in the Hillside/Lakeside/Highlands facilities.
• Resolved VPN issues for several hundred remote users.
• Installed, configured and troubleshot Blackberries and Palm PDA devices and trained clients on use.
• Installed analog and VoIP phones.
• Provided phone support for client firms for issues such as password resets, network connectivity, email programs, and printers.
• Assisted Device Exchange Center with hardware repairs and software imaging for Cisco employees localized to the Research Triangle Park campus.
• Utilized Microsoft Remote Desktop Support for remote home based end-user troubleshooting.
• Managed infrastructure hardware support involving for several departments including PC upgrades, switch and router replacements, server setup and repair.
• Created a report regarding all discovered information outlining inconsistencies and faulty procedures compared to real-world best practices as publicized by Microsoft.
• Provided technical assistance in migration to Microsoft Active Directory, configuration and installation of new and used PCs with corporate image.

5. Highlight application support analyst certifications on your resume

Specific application support analyst certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your application support analyst resume:

• ITIL Foundation
• Project Management Professional (PMP)
• Software Engineering Master Certification (SEMC)
• Certified Network Computer Technician (CNCT)

6. Finally, add an application support analyst resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your application support analyst resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common application support analyst resume skills

• Application Support
• Customer Service
• Troubleshoot
• Infrastructure
• Technical Support
• Data Analysis
• Incident Management
• Project Management
• Business Processes
• Training Materials
• Application Issues
• Strong Analytical
• Production Environment
• Software Applications
• Web Application
• User Support
• Management System
• Excellent Interpersonal
• System Issues
• Production Issues
• Level Support
• Customer Issues
• Technical Issues
• Problem Resolution
• Technical Documentation
• Customer Support
• Client Facing
• Windows Server

Application Support Analyst Jobs

Links to help optimize your application support analyst resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Application Support Analyst resume FAQs

How do i become an application support analyst, search for application support analyst jobs.

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Application Support Analyst Related Resumes

• Analyst Lead Resume
• Application Consultant Resume
• Application Specialist Resume
• Application Support Specialist Resume
• Applications Analyst Resume
• Customer Support Analyst Resume
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• Desktop Support Analyst Resume
• Implementation Analyst Resume
• Information Analyst Resume
• Information Systems Analyst Resume
• Senior Analyst Resume
• Senior Applications Analyst Resume
• Support Analyst Resume
• Support Lead Resume

Application Support Analyst Related Careers

• Analyst Lead
• Application Consultant
• Application Specialist
• Application Support Specialist
• Applications Analyst
• Business Analyst
• Computer Analyst
• Customer Support Analyst
• Database Analyst
• Desktop Support Analyst
• Implementation Analyst
• Information Analyst
• Information Systems Analyst
• Senior Analyst
• Senior Applications Analyst

Application Support Analyst Related Jobs

What similar roles do.

• What Does an Analyst Lead Do
• What Does an Application Consultant Do
• What Does an Application Specialist Do
• What Does an Application Support Specialist Do
• What Does an Applications Analyst Do
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• • Investigated and resolved more than 150 technical faults every month ensuring smooth conduct of business
• • Coordinated with 5+ cross-functional teams to troubleshoot and resolve issues
• • Managed software configurations post-implementation, improving system efficiency by 20%
• • Implemented customer-specific enhancements, resulting in a 15% increase in customer satisfaction
• • Automated 5+ routine tasks using Python, boosting team efficiency by 30%
• • Resolved 100+ client queries bi-weekly, boosting client confidence in product
• • Drafted user guide documents for 7+ new features to improve software accessibility
• • Implemented 3+ large scale software solutions across different industries
• • Conducted 15+ professional training sessions on SQL and Oracle
• • Developed a user-friendly database management system, reducing data retrieval time by 25%

5 Application Support Specialist Resume Examples & Guide for 2024

When crafting your application support specialist resume, highlight your technical proficiency. Demonstrate a strong grasp of application troubleshooting and user support. In your resume, emphasize your experience with ticketing systems and customer service. Show that you can effectively communicate solutions to non-technical users.

All resume examples in this guide

Traditional

Resume Guide

Simple guide to your application support specialist resume format, writing your application support specialist resume experience, spotlighting your application support specialist hard and soft skills, choosing the right certifications and education for your application support specialist resume, deciding between a application support specialist resume summary or objective, extra sections to boost your application support specialist resume, key takeaways.

Application Support Specialists often struggle with effectively showcasing their diverse range of technical skills and troubleshooting experience in a concise manner on their resumes. Our guide can assist by providing targeted examples and templates that demonstrate how to clearly highlight these skills, making it easier for recruiters to understand your expertise and potential value to their organization.

Dive into this guide to learn how to craft a application support specialist resume that offers recruiters a clear view of your career journey:

• Draw from our application support specialist resume samples, highlighting top skills, certifications, and more.
• Illuminate the potential impact you can bring to an organization through your resume summary and experience.
• Spotlight your unique application support specialist expertise, emphasizing tangible results and standout achievements.

Recommended reads:

• IT System Administrator resume
• Linux System Administrator resume
• Senior System Administrator resume
• Service Desk Analyst resume
• Junior Salesforce Admin resume

Successful application support specialist resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.

There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:

• A reverse-chronological resume format - puts your most recent experience in the spotlight
• A functional skill-based resume format that makes your transferrable skills the center of attention
• A hybrid resume format - it combines skills and experiences.

What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).

The application support specialist resumes that suit the ATS:

• incorporate exact match keywords and skills from the job description;
• should be no longer than two pages;
• should be submitted in a PDF format, unless specified otherwise.

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• functional skill-based resume format - that puts the main focus on your skills and accomplishments;
• hybrid resume format - to get the best of both worlds with your application support specialist experience and skills.

Don't forget to include these six sections on your application support specialist resume:

• A header for your contact details and a summary that highlight your alignment with the application support specialist job you're applying for
• An experience section that explains how you apply your technical and personal skills to deliver successful results
• A skills section that further highlights how your profile matches the job requirements
• An education section that provides your academic background
• An achievements' section that mentions any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Proven experience in troubleshooting and resolving application issues in a timely manner.
• Strong understanding of software, hardware, and network infrastructure.
• Demonstrated knowledge of the specific application/platform to be supported, along with relevant certifications if applicable.
• Excellent customer service skills, including clear communication and problem-solving abilities.
• Experience in handling incident management procedures and escalation processes.
• Types of Resumes

Here are some quick tips on how to curate your application support specialist professional experience:

• Always ensure that you quantify your achievements by implementing the Situation-Task-Action-Result framework;
• When writing each experience bullet, make sure you're using active voice;
• Stand out by including personal skills you've grown while at the job;
• Be specific about your professional experience - it's not enough to say you have great communication skills, but rather explain what your communication track record led to?

Wondering how other professionals in the industry are presenting their job-winning experience? Check out how these application support specialist professionals put some of these best practices into action:

• Collaborated with cross-functional teams to provide application support for various software solutions.
• Resolved technical issues and inquiries from end-users, resulting in a 30% reduction in support tickets.
• Assisted in the implementation of a new CRM system, ensuring smooth transition and training for employees.
• Developed and conducted training sessions on application usage, empowering users to maximize productivity.
• Participated in testing activities and provided feedback to development teams for continuous improvement.
• Managed critical incidents and performed root cause analysis to identify and resolve application issues promptly.
• Enhanced monitoring processes, resulting in a 20% decrease in system downtime.
• Collaborated with developers to troubleshoot and debug complex code, ensuring optimal system performance.
• Contributed to the creation of comprehensive knowledge base articles, improving self-service support options.
• Coordinated with third-party vendors to escalate and resolve issues related to integrated systems.
• Provided Tier 2 application support, assisting help desk personnel in troubleshooting advanced technical issues.
• Implemented monitoring tools to proactively identify system anomalies, reducing response time by 25%.
• Led the migration of legacy applications to a cloud-based platform, resulting in improved scalability and cost-efficiency.
• Collaborated with developers to deploy application updates and patches, ensuring version control and stability.
• Developed and maintained comprehensive documentation on application configurations and processes.
• Assisted in the setup and configuration of new software applications for internal use.
• Investigated and resolved user-reported issues, providing timely and effective solutions.
• Conducted user acceptance testing for software enhancements and updates.
• Provided end-user training on core applications, improving overall system adoption.
• Contributed to the development and improvement of support policies and procedures.
• Collaborate closely with development teams to troubleshoot and resolve complex application issues.
• Implement proactive monitoring and alerting systems, reducing downtime by 15%.
• Lead the configuration and customization of CRM systems to meet specific business requirements.
• Provide training and ongoing support to end-users, resulting in increased user satisfaction.
• Contribute to the development and execution of project plans for system upgrades and enhancements.
• Managed a team of application support specialists, ensuring SLAs were met with high customer satisfaction.
• Designed and implemented an incident management process, reducing average resolution time by 20%.
• Collaborated with cross-functional teams to define and document standard operating procedures.
• Developed and delivered training programs for new hires, improving onboarding efficiency.
• Led the implementation of a knowledge management system, enabling self-service support for end-users.
• Provided application support for a diverse range of software products and systems.
• Identified and resolved complex technical issues, ensuring minimal impact on business operations.
• Collaborated with development teams to prioritize and implement bug fixes and enhancements.
• Assisted in the design and execution of user acceptance testing for system upgrades.
• Developed and maintained documentation on application configurations and troubleshooting procedures.
• Managed incident and service request queues, ensuring timely resolution within SLA targets.
• Investigated and diagnosed recurring application issues, implementing preventive measures.
• Coordinated with vendors to resolve software defects, tracking progress and ensuring timely resolutions.
• Developed and delivered training sessions on new features and functionality to end-users.
• Participated in the evaluation and selection of new applications and tools to enhance support capabilities.
• Provided technical support for enterprise-level applications, assisting end-users with issue resolution.
• Implemented proactive monitoring systems, resulting in a 25% decrease in critical system failures.
• Collaborated with development teams to test and deploy software updates and enhancements.
• Developed and maintained application-specific troubleshooting guides for the support team.
• Assisted in the development of custom reports and data queries for business analysis purposes.
• Provided front-line technical support for applications, resolving issues and escalating complex cases.
• Assisted in the creation and maintenance of knowledge base articles and user guides.
• Participated in testing activities for new software releases and patches.
• Collaborated with developers to reproduce and debug customer-reported issues.
• Conducted remote sessions to guide end-users through application installations and configurations.

Quantifying impact on your resume

• Include specific numbers on how many applications or systems you maintained or supported, indicating your capacity to handle multiple tasks.
• Highlight any measurable improvements in system performance or uptime due to your support, showcasing your problem-solving skills.
• List the number of users or clients you provided support for, demonstrating your customer service capabilities.
• Quantify the number of support tickets or issues resolved per day or week, showing your efficiency and effectiveness.
• Note any specific instances where you reduced response time to support requests, evidencing your time management skills.
• Mention the percentage decrease in recurring issues due to your preventative measures or solutions, highlighting your ability to provide long-term fixes.
• Specify the number of new procedures or best practices you implemented, showcasing your initiative and innovation.
• Report any quantifiable training or mentoring performed, such as the number of new team members trained, reflecting your leadership potential.

Navigating the resume landscape without experience

It's not uncommon for candidates lacking direct experience to secure entry-level positions. Their resumes often share these characteristics:

• They opt for a functional or skill-based format, emphasizing strengths over chronological work history.
• Transferrable skills, gleaned from diverse life and work experiences, take center stage.
• The objective section melds career highlights, the motivation behind the application, and the unique value proposition for the role.
• Skills are tailored to meet basic job prerequisites while also spotlighting any specialized expertise.
• Resume Buzzwords
• Resume Action Verbs

Use the SOAR (Situation - Action - Results) method for each of your application support specialist experience bullets. Reflect on specific challenges you've addressed, the actions you took, and the outcomes. This approach also preps you for potential interview questions.

Hard skills denote your technological proficiency and expertise in specific tools or software. These skills are often validated through certifications and hands-on experience.

Soft skills , on the other hand, reflect your interpersonal abilities and how you navigate workplace dynamics. These skills are cultivated over a lifetime and can be more nuanced.

Why the emphasis on both? Hard skills demonstrate your technical competence and reduce training needs. Soft skills suggest adaptability and cultural fit.

To optimize your skills section:

• Forego basic skills like "Excel" in favor of more specific proficiencies like "Excel Macros".
• Highlight core values and work ethics as soft skills, indicating what you prioritize in a professional setting.
• If relevant, create a distinct section for language proficiencies.
• Balance hard and soft skills by crafting a strengths or achievements section, illustrating outcomes achieved through both skill sets.

To assist you, we've curated a list of skills highly sought after by recruiters. Ensure you integrate those that resonate with your expertise and the prospective employer's needs:

Top skills for your application support specialist resume

Application Troubleshooting

Software Installation and Configuration

Technical Support

Coding/Programming (e.g., Python, Java)

Database Management (e.g., SQL)

System Administration

Knowledge of Operating Systems (e.g., Windows, Linux)

ITIL Framework Understanding

Network Management

Cybersecurity Basics

Communication Skills

Problem-solving Abilities

Customer Service Orientation

Time Management

Attention to Detail

Adaptability

Analytical Skills

Self-motivation

If the job emphasizes team or organizational culture, dedicate a section of your resume to underscore your strengths and achievements. Top-tier application support specialist candidates also highlight their alignment with a company's values and culture.

Your education section can highlight skills and experiences perfect for the job.

• List college or university degrees with the school name and dates.
• If you're still studying, mention your expected graduation date.
• Think twice before adding unrelated degrees. Space on your resume is precious.
• Discuss educational achievements if they boost your job relevance.

There are many certifications out there. Which ones should you include?

• List your main degree in a separate section with the school name and dates.
• Only add certifications that highlight your skills and experience.
• Place unique or recent certifications near the top.
• Add a brief description to certifications if it helps show your skills.

Remember, it's not about quantity but relevance.

Best certifications to list on your resume

• Microsoft Certified: Azure Administrator Associate (MCAAA) - Microsoft
• ITIL Foundation Certificate in IT Service Management (ITIL) - AXELOS
• AWS Certified SysOps Administrator – Associate (ACSOAA) - Amazon Web Services
• CompTIA A+ Certification - CompTIA
• Certified Information Systems Security Professional (CISSP) - (ISC)²
• Cisco Certified Network Associate (CCNA) - Cisco
• Professional Scrum Master I (PSM I) - Scrum.org

If you have plenty of certifications, prioritize the most relevant and industry-recognized ones. Arrange them based on their relevance to the job at hand.

• Major Minor on Resume
• Incomplete Degree on Resume

While some argue the resume summary or objective is outdated, these sections can effectively:

• Integrate pivotal application support specialist keywords.
• Showcase your achievements.
• Clarify your motivation for applying.

The distinction lies in their focus:

• A resume objective emphasizes your career aspirations.
• A resume summary spotlights your career milestones.

Opt for a summary if you have a rich experience you wish to highlight immediately. Conversely, an objective can be ideal for those wanting to underscore their aspirations and soft skills.

For inspiration, we've curated samples from industry professionals to guide your resume summary or objective crafting:

Resume summary and objective examples for a application support specialist resume

Result-driven Application Support Specialist with a strong technical background and over 10 years' experience in the IT industry. Expertise includes troubleshooting, SQL, Java, and Agile project management. Recognized for streamlining processes to improve productivity by 20% at XYZ Corporation.

Detail-oriented professional with 15+ years of experience as an IT consultant, seeking to leverage my expertise in systems analysis, debugging, and problem-solving in the capacity of an Application Support Specialist. Proven record of improving system performance and efficiency at ABC Enterprises.

Certified public accountant with more than 8 years of experience managing financial systems, looking to transition to application support. Proficient in SQL, Python, and cloud applications, with a demonstrated ability to learn new technologies rapidly. Successfully implemented a major software upgrade for my previous employer.

A mechanical engineer with a passion for technology, aiming to pivot into application support. Holds a certificate in IT Support from XYZ University and has hands-on experience with Java, C++, and SQL. Previously developed an automated testing system that increased operational efficiency by 15%.

Eager computer science graduate seeking to apply theoretical knowledge and internship experience in real-world settings as an Application Support Specialist. Looking forward to contributing to enhancing system functionality and end-user satisfaction at a fast-paced tech-driven organization.

Motivated Information Technology student with a focus on software development, hoping to start a career as an Application Support Specialist. Enthusiastic about using my problem-solving skills and understanding of C#, Java, and cloud computing to ensure smooth software operations and user satisfaction.

Add more sections to show off your unique skills and personality.

• Projects - Include any impressive ones you've done outside of work.
• Awards - Show off any industry recognition.
• Volunteering - Share causes you care about and skills you've gained.
• Personality - Hobbies or favorite books can give a glimpse into who you are.
• Pay special attention to the tiny details that make up your application support specialist resume formatting: the more tailored your application to the role is, the better your chances at success would be;
• Select the sections you include (summary or objective, etc.) and formatting (reverse-chronological, hybrid, etc.) based on your experience level;
• Select experience items and, consequently, achievements that showcase you in the best light and are relevant to the job;
• Your profile will be assessed both based on your technical capabilities and personality skills - curate those through your resume;
• Certifications and education showcase your dedication to the particular industry.

Looking to build your own Application Support Specialist resume?

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Application Support Analyst Resume Sample

Whichever way you look at it, resume writing for an application support analyst will seem cumbersome.

But there is no getting out of it, which means that you have to look for ways to make it attractive.

Here is a sample resume for the application support analyst position:

Eric Robinson 536 140th Street Redmond, WA 42397 (000) 956-6595 ericrob @email .com

  APPLICATION SUPPORT ANALYST

SUMMARY • Progressively-accomplished Application Support Analyst with a track record of success providing technical support for both existing and new applications. • Effectively developed and enhanced complex information systems. • Gifted strategist, with exceptional ability to research and implement new applications. Excel in: • Working with both internal and external vendors to support and implement applications using standard tools and frameworks • Providing technical support and advice to individual project managers and assisting them with project deployment • Ensuring that database applications are stable, secure, and resilient against threats

CORE SKILLS ✓ Operational Frameworks ✓ Technical Support ✓ Continuity Planning ✓ Security Protocols Setup ✓ Reporting Documents ✓ Applications Customization ✓ Communication Technology ✓ Web Development Assistance ✓ Project Deployment Support ✓ Data Protection Regulations ✓ Business Analysis Support ✓ Application Optimization

TECHNOLOGICAL EXPERTISE ✓ Relational Databases ✓ GDE, EME Administration ✓ Shell Scripting ✓ UNIX, Ab Initio ✓ Op-Console Administration ✓ ACE administration ✓ Office and Outlook ✓ TCP/IP, Mainframe z/OS ✓ NT, Win2K

KEY ACCOMPLISHMENTS & ACHIEVEMENTS

Technical Support: Singlehandedly provided support to a huge array of applications in 5 different departments, in the absence of other application support analysts.

Customization: Successfully customized a new application module to the exact needs of the business model of the company, within a short time period of 5 days.

Cost Reduction: Decreased the cost of acquiring applications from third-party application developers by 85% by training 10 developers from within the company.

Data Protection: Created, developed, and implemented a series of safety standards and protocols, which increased existing data integrity and security by a staggering 88%.

PROFESSIONAL EXPERIENCE

Application Support Analyst Granite Communications, Redmond, WA 5/2015 – Present • Obtain key information to develop, implement and enhance the company’s information technology systems. • Provide technical support and advice to projects managers and assist them in the technical development and deployment of their projects. • Develop and improve VoIP systems across various platforms and ensure that they work seamlessly. • Ensure that database applications operate within an environment that is safe and secure from internal and external threats. • Set up appropriate protocols and procedures for application and ensure that they are maintained throughout the company. • Monitor application systems by ensuring regular scrutiny of reports and note any problems that may cause downtime. • Create and maintain effective liaison with software suppliers to ensure the development of core systems enhancements. • Make modifications to system parameters and change operating procedures as required.

Application Support Manager Junction Solutions, Redmond, WA 2/2004 – 5/2015

• Sourced information technology projects from clients and ensured that each module was handed over to the right application developer. • Analyzed existing software systems for technical issues and ensured that they were handled immediately to minimize downtime. • Upgraded existing software and implemented new systems to ensure that the company keeps at par with its technology needs. • Ascertained that appropriate documentation was created and properly maintained for each new project module or software enhancement. • Oversaw the work of the support team to ensure that end-users were being provided with the support that they required.

EDUCATION Bachelor of Science Degree in Computer Science – 2002 Washington State University, Redmond, WA

• Application Support Analyst Job Description Sample
• 11 Application Support Analyst Resume Objective Examples
• 19 Application Support Analyst Key Skills for Resume
• Application Support Analyst Cover Letter Sample

Application Support Analyst CV Example

Cv guidance.

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CV Tips for Application Support Analysts

• Highlight Your Technical Proficiencies : List your expertise in specific applications, programming languages, databases, or operating systems. Mention any certifications you have in these areas.
• Showcase Your Problem-Solving Skills : Provide examples of complex application issues you've resolved, and the impact it had on business operations or customer satisfaction.
• Customize Your CV to the Role : Align your CV with the specific needs of the job. If the role emphasizes SQL expertise, for example, highlight your relevant experience and achievements.
• Detail Your Customer Service Skills : Mention instances where you've effectively communicated with end-users to understand their issues, and how you've provided clear, understandable solutions.
• Demonstrate Your Teamwork and Communication Abilities : Show how you've collaborated with IT teams, developers, and stakeholders to improve application performance and resolve issues.

The Smarter, Faster Way to Write Your CV

• Streamlined the application troubleshooting process, reducing the average resolution time by 30%, thereby enhancing customer satisfaction and retention.
• Implemented a proactive monitoring system that identified potential application issues, leading to a 40% decrease in downtime and a significant improvement in system reliability.
• Collaborated with the development team to optimize application performance, resulting in a 20% increase in application speed and a 15% improvement in user experience.
• Managed a team of 4 application support analysts, achieving a 25% increase in productivity through effective task delegation and team coordination.
• Developed and maintained comprehensive documentation for over 50 applications, improving the efficiency of issue resolution and reducing the training time for new team members by 30%.
• Played a key role in the successful migration of 10 legacy applications to a new platform, ensuring zero downtime and a seamless transition for end-users.
• Provided round-the-clock application support, maintaining a 99% uptime and significantly improving customer satisfaction.
• Identified and resolved over 500 application issues, improving system stability and reliability.
• Assisted in the implementation of a new application support strategy that reduced the average response time by 20%, leading to improved customer service and satisfaction.
• Application Troubleshooting
• Proactive System Monitoring
• Performance Optimization
• Team Management and Coordination
• Documentation Development and Maintenance
• Application Migration
• 24/7 Application Support
• Issue Identification and Resolution
• Application Support Strategy Implementation
• Customer Service and Satisfaction

Application Support Analyst CV Template

• Worked closely with [teams/departments] to troubleshoot and resolve [type of issue, e.g., software bugs, system crashes], demonstrating strong [soft skill, e.g., problem-solving, communication].
• Managed [technical task, e.g., system upgrades, data migration], optimizing [process or task, e.g., patch deployment, backup procedures] to enhance [operational outcome, e.g., system performance, data integrity].
• Implemented [system or process improvement, e.g., new ticketing system, revised escalation protocol], resulting in [quantifiable benefit, e.g., 20% reduction in response time, improved customer satisfaction].
• Played a pivotal role in [project or initiative, e.g., software rollout, disaster recovery planning], which led to [measurable impact, e.g., improved system stability, reduced downtime].
• Conducted [type of analysis, e.g., root cause, performance], using [analytical tools/methods] to inform [decision-making/action, e.g., system enhancements, preventive measures].
• Key contributor to [task or responsibility, e.g., user training, documentation creation], ensuring [quality or standard, e.g., user competency, knowledge accessibility] across all supported applications.
• Major: Name of Major
• Minor: Name of Minor

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How to format a application support analyst cv, begin with a strong professional summary, highlight technical skills and certifications, detail relevant experience and projects, emphasize soft skills and customer service experience, include a section for continuous learning, personal statements for application support analysts, application support analyst personal statement examples, what makes a strong personal statement.

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CV FAQs for Application Support Analysts

How long should application support analysts make a cv, what's the best format for an application support analyst cv, how does a application support analyst cv differ from a resume, related cvs for application support analyst.

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Updated: July 26, 2024 - The Application Support Analyst manages incidents, service requests, and problem tickets for assigned applications within performance metrics and SOPs. They collaborate with cross-functional teams to understand needs and develop global IT solutions while defining workarounds for known errors and initiating process improvements. Additionally, they conduct thorough system analysis, act as an Incident Manager during incidents, and coordinate technology groups to resolve issues effectively.

Tips for Application Support Analyst Skills and Responsibilities on a Resume

1 . application support analyst, jpmorgan chase, new york, ny.

Job Summary:

• Critical Incident Management and Problem Management for application base
• Interfacing with clients face to face, via email and/or phone.
• Root-causing issues and submit requirements for continuous improvement
• Analyze data to understand scale of problem and define resolution
• Translates the client’s complex production issues into an executable course of action.
• Escalates urgent problems requiring more in-depth knowledge to appropriate development resources.
• Work side by side with clients to understand challenges and IT issues related to business applications daily.
• Analyze the issues and design system solutions to meet needs
• Work with other analysts and developers in other regions to design a solution and understand the associated development impact (i.e. LOE)
• Project manages issues to resolution and completion.
• Test new system releases and provide training support to front office on new releases, product launches and common issues
• Work with other team members and business services departments to devise new support material based on the revised processes.

Skills on Resume:

• Incident and Problem Management (Hard Skills)
• Client Communication (Soft Skills)
• Issue Root Cause Analysis (Hard Skills)
• Data Analysis for Problem Resolution (Hard Skills)
• Complex Issue Translation (Hard Skills)
• Escalation Management (Soft Skills)
• Client Relationship Building (Soft Skills)
• System Solution Design (Hard Skills)

2 . Application Support Analyst, Morgan Stanley, New York, NY

• Provide technical and application support to associates who in turn support customers.
• Provide technical and application support to customers when things get more technical.
• Perform quality assurance on all new software created by software development team.
• Help support and maintain critical web-based applications that run core business.
• Identify those tickets can resolve and those that will need to be resolved by the software development team.
• Working in a client-facing capacity in a collaborative team environment
• Build and maintain relationships with users and application administrators across multiple accounts
• Investigating and resolving SQL server and application issues via phone and email. 
• Bring a solid understanding of Azure Cloud environments.
• Detailed experience as a Support Analyst, specialising in SQL Server, ideally gained in a client-facing capacity
• Detailed understanding of Azure, SaaS and Cloud environments
• Proven ability to transform customer needs into solutions – understanding the question behind the question
• Logical and structured approach to computational problem-solving
• Technical Support (Hard Skills)
• Quality Assurance (Hard Skills)
• Web Application Maintenance (Hard Skills)
• Ticket Management (Hard Skills)
• Client-Facing Skills (Soft Skills)
• Relationship Building (Soft Skills)
• SQL Server Proficiency (Hard Skills)

3 . Application Support Analyst, SAP America, Newtown Square, PA

• Provide overall support for Level 1 and Level 2 incidents and escalate issues accordingly.
• Provide application support for core manufacturing applications.
• Maintain, analyse, enhance, and update all site applications and services.
• Analyse, generate and support reports for business and operational team requests.
• Provide second line user support for any technical issues via incident management processes and ticket tracking system.
• Handling, resolving, and, where necessary, escalating tickets, undertaking product and documentation reviews, 
• Testing and recommending bug fixes and providing support to existing projects. 
• Collaborative hat on will work closely with internal clients to provide application maintenance and support services, either directly to system users or to wider service delivery functions. 
• Investigating and resolving issues by getting to the root of the problem and may also include performance monitoring
• Entity management, finance systems and DMS, as well as interfaces.
• Technical Support Skills (Hard Skills)
• Application Support Expertise (Hard Skills)
• Analytical Skills (Hard Skills)
• Report Generation (Hard Skills)
• Incident Management (Hard Skills)
• Quality Assurance and Testing (Hard Skills)
• Customer Service and Collaboration (Soft Skills)
• Problem-Solving Abilities (Hard Skills)

4 . Application Support Analyst, AT&T, Dallas, TX

• Promptly responding to user queries via a variety of methods (tickets, E-mail, telephone) Investigate and analyze application support incidents through to root cause.
• Co-ordination and escalation of necessary technical teams to resolve incidents and providing updates. 
• Action internal departments’ requests and changes
• Working closely with in-house dev ops and development teams, alongside 3rd parties
• Ensure applications achieve maximum uptime, availability and performance
• Make configurations on the load balancers and on the websites’ content delivery network (Akamai) Management and creation of DNS records and SSL certificates
• Ownership of release and change process, create and maintain documentation and diagrams
• Extract information from the database (SQL), monitor and implement IT security policies
• Create HTML/JavaScript snippets, participate in the out-of-hours support rota
• Making small modifications to Git repositories
• Quantitative skills, ability to interpret data and solve logical and technical problems Proactive, diligent and enthusiastic
• Technical Troubleshooting (Hard Skills)
• Communication Skills (Soft Skills)
• Coordination and Escalation (Soft Skills)
• Collaboration (Soft Skills)
• Infrastructure Management (Hard Skills)
• Release and Change Management (Hard Skills)
• Database Management (Hard Skills)
• Problem-Solving Skills (Hard Skills)

5 . Application Support Analyst, Cisco Systems, San Jose, CA

• Managing the intake process of user-reported issues (triage process)
• Responding to users where appropriate, investigating issues on behalf of the user
• Assisting the Salesforce Administrator with key tasks
• Provide technical and administrative support to users
• Provide guidance, assistance, coordination and follow-up on user questions, and resolves complex problems or malfunctions of all systems applications and software
• Respond to the more complex escalated problems.
• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex user problems
• Documents and tracks status of user inquiries, coordinates appropriate response and follows up to ensure user satisfaction.
• Participates in the analysis of user identified issues or problems which may require changes to department procedures, standards or systems
• Perform a variety of tests (such as regression, integration, platform and performance tests) to confirm stability of software systems
• Evaluates effectiveness of new utilities and tools
• Technical Proficiency (Hard Skills)
• Organization and Coordination (Soft Skills)
• Testing Expertise (Hard Skills)
• Adaptability and Learning Agility (Soft Skills)
• Team Collaboration (Soft Skills)

6 . Application Support Analyst, Lockheed Martin, Bethesda, MD

• Maintain the stability and efficiency of world-class software and live platforms
• Investigate technical issues and manage deployment of fixes to live systems
• Liaise with the Customer and Development teams to resolve important technical issues
• Join the ABC technology team that will keep producers, reporters and presenters creating best work. 
• These roles will form a team that is the escalation point for front line tech support function. 
• Reporting to the Team Lead.
• Providing Level 2-3 support for media asset management and workflow applications.
• Building and maintaining relationships with vendors to stay abreast of future improvements and new features.
• Building and maintaining relationships with internal stakeholders to establish long term production road maps.
• Troubleshooting (Hard Skills)
• Deployment Management (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Level 2-3 Technical Support (Hard Skills)
• Vendor Relationship Management (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Adaptability and Innovation (Soft Skills)

7 . Application Support Analyst (iSeries), Hewlett Packard Enterprise, Palo Alto, CA

• Provide second-level support for global application environments.
• Advise in the analysis of business requirements and the selection and implementation of technical solutions
• Continuously adopt a proactive approach to ensuring the reliability and availability of systems.
• Advise on tools, best practice techniques and methodologies.
• Develop application test plans, documentation and undertake testing
• Specify changes to resolve recurring problems within software applications. 
• Carry out data corrections and corrections of application faults, to produce failure free data and reliable applications.
• Develop application specifications in conjunction with internal customers, to solve business problems and enhance functional performance.
• Provide flexible support and advice to other support teams.
• Business Analysis (Hard Skills)
• Proactive Maintenance (Hard Skills)
• Knowledge of Tools and Methodologies (Hard Skills)
• Testing and Documentation (Hard Skills)
• Data Management (Hard Skills)
• Customer Collaboration (Soft Skills)

8 . Application Support Analyst, Intel Corporation, Santa Clara, CA

• Work alongside Infrastructure and development teams to ensure application issues are resolved by reporting on service now tickets and monitoring active status.
• As an application support analyst can be involved in first line support for all incidents and requests (internal and external matters).
• Working closely with analysts providing data and various technical support
• Assisting with ServiceNow at a timely manner
• Answering telephone/email queries from internal and external stakeholders.
• General administration support across the application support team will also be involved.
• Experience of analysing information, good communication skills and an eye for detail are key for this role.
• Act as an admin for mission critical systems such as: Salesforce, Lending Applications like Mortgage Cadence and Meridian Link or core systems such as Symitar.
• Simplify complex processes through the use of technology and automation to provide members and staff with extraordinary experiences.
• Support strategic initiatives through the administration and configuration of critical systems.
• Play a critical role in maintaining 99.9% uptime across network.
• Ensure satisfactory audit and compliance reviews by implementing bullet proof processes and procedures.
• Technical Aptitude (Hard Skills)
• ServiceNow Proficiency (Hard Skills)
• Attention to Detail (Soft Skills)
• Process Improvement and Automation (Hard Skills)
• System Administration (Hard Skills)
• Compliance and Audit Management (Hard Skills)

9 . Application Support Analyst, Northrop Grumman, Falls Church, VA

• Provide day-to-day level 2 application support and customer service
• Document support activities thoroughly, accurately and in a timely manner
• Participation in collaborative reviews with the product and technical teams
• Assist with in region customer onboarding activities
• Build out knowledge base material for optimising support processes
• Work closely with the business and technology teams to analyze and resolve issues with 3rd party and in-house portfolio management and trading systems
• Provide day to day application level support for production incidents
• Have a keen eye on the production environment and following all the protocols with regards to production changes throughout the day
• Central point of contact for all Equities, Fixed Income, Multi-Asset and FX Technology related escalations
• Ensure all incidents are effectively logged, escalated, and followed up on
• Provide a consistently high level of client service to business partners
• Documentation Skills (Hard Skills)
• Collaboration Skills (Soft Skills)
• Customer Onboarding Skills (Soft Skills)
• Knowledge Management Skills (Hard Skills)
• Incident Management Skills (Hard Skills)
• Attention to Detail and Compliance (Soft Skills)

10 . Application Support Analyst, Honeywell, Charlotte, NC

• Providing technical and functional expertise in resolving business operations issues related to IT systems/applications
• Plan and execute integration and acceptance testing
• Provide consultation to users, document issues and resolutions
• Lead cross-functional linked teams to address business or systems issues.
• Provide timely response to production systems incidents to business users
• Provide Level 2 and above application support
• Perform system troubleshooting for complex systems/application issues in identifying cause of issues
• Provide fixes and/or workarounds to issues to enable quick resumption of production operations
• Collaborate with IT services and incidents response team and cross functional teams in resolving reported issues
• Perform root cause analysis and post incidents reviews and incorporate root cause fixes to the base product (i.e. systems and applications)
• Partner with Enterprise Product team in delivering fixes and incorporation of designs that consider user experience and supportability
• Technical and Functional Expertise (Hard Skills)
• Integration and Acceptance Testing (Hard Skills)
• Consultation and Documentation (Soft Skills)
• Team Leadership (Soft Skills)
• Incident Response (Hard Skills)
• Application Support (Hard Skills)
• Troubleshooting and Issue Resolution (Hard Skills)
• Collaboration and Root Cause Analysis (Soft Skills)

11 . Application Support Analyst, General Electric, Boston, MA

• Perform minor enhancements to base products
• Expand knowledge base for recurring issues and enable incidents response team to deal with such repeated issues
• Provide continuous education to business users on relevant systems usage and behaviors
• Provide consultation to user inquiries
• Could participate in product/application testing before it is released
• Part of the on-call arrangement for time-critical issues occurring during off-business hours
• Works independently, with guidance in only the most complex situations.
• Support with all the applications’ ongoing development and production across all business functions from front office to back office, most of which are business and time critical
• Maintain the production systems with high stability
• Monitoring and reporting on the status and health of UBS trading systems
• Contribute expertise to the management of existing and new IT products and services, including changes, upgrades, etc..
• Problem-Solving (Soft Skills)
• Flexibility and Availability (Soft Skills)
• Stability Maintenance (Hard Skills)
• Adaptability (Soft Skills)

12 . Application Support Analyst, Raytheon Technologies, Waltham, MA

• Working with customers to gain an understanding of business requirements, and ensure that customers’ expectations are understood and met. 
• Utilize diagnostic and other tools to monitor, maintain, troubleshoot and restore service or data to systems and document the results. 
• Troubleshoots network, hardware and software issues and coordinates resolution with users, vendors and internal service groups. 
• Represent Core team in Project Scrum meetings and Root Cause analysis. 
• Participate in application project implementations, maintenance, and upgrades. 
• Use sound judgment to make effective recommendations to management, customers, and peers. 
• Will update and develop new documentation for departmental procedures. 
• Be a mentor to junior team members in regards to proper procedures and technical concepts. 
• Individual should work well independently and as a member of a high performance team.
• Required to carry an individual paging device and work periodic schedule on-call rotation (24x7).
• Acts as an escalation point for Core production tickets.
• Communication and Coordination (Soft Skills)
• Project Management (Hard Skills)
• Sound Judgment (Soft Skills)
• Documentation (Hard Skills)
• Mentoring (Soft Skills)
• Teamwork and Independence (Soft Skills)

13 . Application Support Analyst, Textron, Providence, RI

• Provide 1st line user support for Clients using RiskConsole.
• Provide client with exceptional service whether by phone, email, etc.
• Respond to incoming support issues and minor enhancements.
• Identify root causes of issues and resolve or escalate to the appropriate team.
• Manage customer expectations and communicate status and resolution.
• Communicate to others clearly issues and importance under pressure.
• Use bespoke system tools to monitor and make changes.
• Using the internal systems, to log monitor and assign support cases through lifecycle
• Develop a deep understanding of software while sharing knowledge with others.
• Support Client Engagement Managers with client queries or with chargeable system tasks on behalf of the Client Administrator
• Technical Proficiency with RiskConsole (Hard Skills)
• Exceptional Customer Service Skills (Soft Skills)
• Problem-Solving and Troubleshooting (Hard Skills)
• Effective Communication (Soft Skills)
• Adaptability and Flexibility (Soft Skills)
• System Monitoring and Management (Hard Skills)
• Case Management and Documentation (Hard Skills)
• Knowledge Sharing and Collaboration (Soft Skills)

14 . Application Support Analyst, Caterpillar Inc., Deerfield, IL

• Provide 1st / 2nd line support for all IT core business applications
• Logging the nature of the problem, investigating and resolving where possible
• Escalate urgent problems requiring more in-depth knowledge to appropriate resources within the company or externally.
• Maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers
• Provide issue resolution within the assigned Service Level Agreements and pro-actively reduce the opportunity for calls
• Liaise with external suppliers for call tracking and resolution within agreed Service Level Agreements
• Work side by side with users to understand challenges and IT issues daily and make recommendations for application improvements
• Develop custom reports and simple tools to meet IT and user needs
• Ensure that all working practices comply with Health and Safety legislation
• Problem-solving (Soft Skills)
• Communication (Soft Skills)
• Time Management (Soft Skills)
• Customer Service (Soft Skills)
• Analytical (Hard Skills)
• Compliance (Hard Skills)

15 . Application Support Analyst, Accenture, Chicago, IL

• Manage and resolve incidents, service requests and problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines. 
• Develop and maintain technical documentation for Application Support 
• Conduct thorough system analysis 
• Perform the role of an Incident Manager to drive the return of service due to an incident
• Gain in depth knowledge of the customer area functions, applications, and system components.
• Coordinate various technology groups in order to solve issues or recommend solutions.
• Handle multiple concurrent tasks and assist in reprioritization of outstanding issues.
• Coordinate and execute special Core team project requests.
• Collaborate with cross-functional teams to understand needs and work towards global IT solutions
• Define workarounds for known errors and initiate process improvements
• Maintain a knowledge database, share workload with team members
• Tech Documentation (Hard Skills)
• System Analysis (Hard Skills)
• Incident Leadership (Hard Skills)
• Domain Knowledge (Hard Skills)
• Coordination (Soft Skills)
• Task Management (Soft Skills)
• Process Improvement (Soft Skills)

16 . Junior Application Support Analyst, Salesforce, San Francisco, CA

• Learn a wide range of technologies, client's investor servicing platforms
• Join a team of highly motivated and experienced colleagues who thrive in delivering the next generation of technology to clients.
• Build active partnerships with clients to provide independent, trusted advice and deliveries.
• Participate in new opportunities and assist in delivering solution proposals across multiple clients
• Develop career through Academy and mentoring programs to ensure grow with us.
• Become certified in various technological solutions such as Microsoft Azure, AWS and ITIL.
• Multi-task between multiple support inquiries, troubleshoot/Analyze bug ticket cases
• Provide updates to clients at every step of the process.
• Communicate with clients via e-mail.
• Own and triage help support tickets including coordination amongst professional services and development teams
• Technological Proficiency (Hard Skills)
• Client Relationship Management (Soft Skills)
• Solution Proposal Development (Hard Skills)
• Continuous Learning (Soft Skills)
• Certifications (Hard Skills)
• Problem-Solving and Analytical Skills (Hard Skills)

17 . Application Support Analyst, American Express, New York, NY

• Managing issues as they arise and providing resolutions or workarounds that maintain the validated state of the system.
• Leading root cause analysis investigations to prevent reoccurrence of incidents and problems.
• Management and production of system reporting to support Service agreements and proactive system management.
• Work with suppliers, supporting annual reviews
• Ensure appropriate technical knowledge transfer is completed
• Issue resolution activities are complete appropriately to maintain system compliance
• Maintain system availability/performance
• Active management of software licenses.
• Managing routine maintenance activities such as server restarts, and general system housekeeping activities including knowledge of application logs.
• Managing the full lifecycle of changes on allocated systems to ensure change requests are fulfilled according to standard operating procedures.
• Leading / Participating in upgrade projects.
• Problem Management (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Reporting and Documentation (Hard Skills)
• Vendor Management (Soft Skills)
• Knowledge Transfer (Soft Skills)
• Compliance Management (Hard Skills)
• System Maintenance (Hard Skills)
• Change Management (Soft Skills)

18 . Application Support Analyst, PNC Financial Services, Pittsburgh, PA

• Risk/Impact assessment of any application patches or upgrades provided by the Vendor to manage end-of-life risk and wider implications of required changes/updates.
• Manage of technology dependency roadmap
• Ensure that Operating systems, databases and any 3rd party technical applications do not pose a risk to the system by going end-of-life / unsupported.
• Adhering to the Disaster Recovery Schedule to ensure the overall system can be recovered/restored to support defined RPO and RTO. 
• Holder to proactively manage the improvement of both of these measures to provide improved service.
• Testing of the applications to ensure system works correctly following critical server patching.
• Assisting with Periodic reviews of GxP Systems.
• Provide comprehensive support and end user documentation for all systems
• Project implementations to improve support team knowledge and the end user experience.
• Fulfilling the role of Subject Matter Expert for all assigned technologies.
• Risk Management (Hard Skills)
• Technology Dependency Management (Hard Skills)
• Disaster Recovery Planning (Hard Skills)
• Continuous Improvement (Soft Skills)
• Testing Skills (Hard Skills)
• GxP Systems Compliance (Hard Skills)
• Project Management (Soft Skills)

19 . Application Support Analyst, 3M Company, Saint Paul, MN

• Responding to customer service incidents/requests
• Providing updates to requests on the IT Service Management tool
• Liaising with customer contacts to analyse, review and explain request solutions 
• Analyse requests to determine categorization – for example, incident Vs change request
• Working with the Comma Support Desk manager to agree on priorities and capacity
• Providing input into customer service management reporting
• Undertaking small software changes in-line with Customer Improvement projects/initiatives.
• Working through the application support team ticket queue ensuring tickets are dealt with in a consistent and professional manner.
• Following documented processes to help resolve common problems.
• Monitor and manage the escalations queue to ensure service requests and incidents across the application estate are dealt with in a timely manner.
• Triage of incidents e.g. log gathering, steps to reproduce etc.
• Help improve process documentation for common tickets.
• Customer Service Skills (Soft Skills)
• IT Service Management Tool Proficiency (Hard Skills)
• Communication and Liaison (Soft Skills)
• Collaboration and Teamwork (Soft Skills)
• Reporting Skills (Hard Skills)
• Technical Skills (Hard Skills)

Senior Application Support Analyst Resume Sample

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Work Experience

• Provide Tier 3 support and maintenance for banking applications
• Has strong application knowledge and maintains and extends the knowledge to support the life of the application
• Acts as a vendor application subject matter expert to conduct analysis, document requirements, design solutions, and configure systems of moderate to high complexity
• Defines, tests, documents, and implements application system administration changes while adhering to formal change control processes
• Interact with IT Infrastructure team to ensure applications technical architecture are optimized for stability, reliability and scalability
• Work as a business analyst to understand the needs of the business units and provide effective solutions
• Works to provide training for vendor applications including technical document preparation for processes and procedures
• Knowledgeable about quality assurance, patch management, upgrade assessments, issue escalation, and configuration management
• Provides input and execute assigned tasks on various application-related projects throughout the corporation
• Establishes and maintains professional, positive working relationships with a diverse group of Chemical Bank employees
• Supports internal and external audit preparedness
• Assists with the mitigation activities resulting from audits
• Supports and implements Information Technology policies in a positive manner while abiding by all applicable Chemical Bank regulatory requirements
• Analyzes the customer’s existing products/processes and consults with customer to map existing system to the JHA product
• Communicates the customer’s needs/expectations with programmers, other team members and team leader
• Maintains effective communication with customer throughout entire project/case
• Identifies/maintains customer issues and ensures proper resolution. Maintains customer issue list by application and ensures all are forwarded to the appropriate personnel for resolution
• Respond to client calls in a professional manner, providing solutions and advice where appropriate
• Ensuring Service Quality levels are maintained
• Ensuring all issues is handled in a timely manner
• Reviewing outstanding issues, ensuring clients are kept informed of progress
• Attending relevant Epicor training courses, in-line with our internal certification scheme
• Prepares training materials and documentation for customers and internal uses
• Provides guidance to other team members on project tasks and requirements. Provides technical expertise on unique or advanced problems. Provides training to less experienced peers
• Contributes to process and product improvements
• Assists less experienced peers and actively shares knowledge with peers
• Performs after hour support on a rotating basis

Professional Skills

• Excellent verbal and written communications skills and presentation skills
• Excellent analytical abilities. Demonstrated problem solving skills in complex system environment
• Forward thinking skills to execute on complex deliverables, ambiguous, changing business drivers and competing priorities
• Strong analytical, troubleshooting and debugging Skills
• Strong critical thinking skills; ability to work with complex concepts
• Excellent troubleshoot/problem solving skills across a wide variety of technologies and disciplines
• Excellent analytical skills for problem solving

How to write Senior Application Support Analyst Resume

Senior Application Support Analyst role is responsible for analytical, sql, database, automation, interpersonal, business, modeling, reporting, analysis, java. To write great resume for senior application support analyst job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Senior Application Support Analyst Resume

The section contact information is important in your senior application support analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Senior Application Support Analyst Resume

The section work experience is an essential part of your senior application support analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous senior application support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior application support analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Senior Application Support Analyst resume experience can include:

• Scripting skills: either Shell, Python, Ruby or Perl
• Experience in system monitoring and data validation
• Work experience within the financial sector, ideally coupled with E-commerce experience (especially if gained from another trading platform)
• Database administration skills (MS SQL Server 2008 and up to 2016)
• Java J2EE experiences including multi-threading, memory management, distributed patterns, and multiple Linux/UNIX deployment platforms
• Hands-on tuning and troubleshooting experience as the 3rd line support for complex systems

Education on a Senior Application Support Analyst Resume

Make sure to make education a priority on your senior application support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior application support analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Senior Application Support Analyst Resume

When listing skills on your senior application support analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical senior application support analyst skills:

• Strong experience and a good working knowledge of real time trading systems
• Strong shell scripting skills (ksh, bash, perl)
• Strong verbal, written and communication and presentation skills
• Experience Merchandising Planning and Forecasting applications is good to have
• Confidence to manage and lead global Incident conference calls ensuring that the right resources and skills are engaged to resolve issues
• Able to run meetings effectively

List of Typical Experience For a Senior Application Support Analyst Resume

Experience for senior application support analyst fund accounting resume.

• Excellent communication skills for dealing directly with customers
• Strong communications skills with a demonstrable ability to interact and influence at all levels within the organization as well as with clients
• Planning and organizational skills to balance workload
• Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectively
• Use intermediate-level SQL skills to troubleshoot application errors from the backend

Experience For Senior / Application Support Analyst Resume

• Experience on ESB, ETL, XSTORE is good to have
• Microsoft Excel skills to intermediate level
• Provide Level 1 technical assistance, validation and triaging of incoming requests through JIRA Service Desk ticketing system
• Good understanding of basic networking technologies i.e. load-balancing, fire-wall
• Demonstrable experience of managing, owning and delivering high quality projects to objectives and within time scales

Experience For Senior Application Support Analyst / Lead Resume

• Experience in application development or support with troubleshooting production issues and meeting critical SLAs
• Experience working and excelling in a fast paced support environment
• Accurately identify ticket type of defect or task documenting in detail validation steps taken as outlined in teams standard operating procedures (SOP)
• Experience supporting Virtual Servers (VMWare) and Cloud computing (AWS)
• 7+ years’ experience working and excelling in a fast paced support environment
• 2-5 years’ experience working with Unix/Linux operating system

Experience For Big Data Senior Application Support Analyst Resume

• Experience in using application performance monitoring tools
• Experience building and managing large document libraries
• Experience using/troubleshooting Office with emphasis on Word, Excel and MSOffice
• Experience in supporting production systems, fixing incidents
• Experience using call/ticketing software
• Experience working in a 24/5 real time trading environment
• Linux, SQL and Shell scripting experience
• Nice to Have:Familiarity or experience with SQL, Autosys, Feedhub, Informatica, Networking concepts

Experience For Senior.application Support Analyst Resume

• Experience with Dell Clerity, Cisco OTV (overlay transport Virtualization), network infrastructure, messaging middleware (WebSphereMQ, NDM, sFTP)
• Experience in technical documentation and facilitating technical knowledge transfer
• Experience in project planning and management
• Experience in UNIX shell, Perl, Python, Ruby or similar scripting languages
• Experience working in a support environment

Experience For IB TPE Build Senior Application Support Analyst AVP Resume

• Proven track record of working on large complex systems
• Experience in supporting RHEL and windows server environments
• Experience of writing SQL queries
• Experience with supporting Java and .NET applications
• Experience in the software development life cycle including business analysis and deployment
• Experience supporting enterprise (multi-user) applications in a Linux environment
• Experience with technical problem solving
• Experience or knowledge in any of the following JHA products: ArgoKeys, Passport, Synergy, Yellow Hammer, NetTeller or Synapsys
• Experience with any widely used ticketing software

Experience For Senior Application Support Analyst Resume

• 3-5 years’ experience in using queries with Sybase 12.5, 15 and 15.7
• Hardware, software and networking experience is mandatory
• Experience in actively supporting clients after implementation project
• Strong knowledge of relational DB technologies including Oracle and SQL server
• Experience in batch scripting such as Power Shell, Python
• Preferably Production support experience
• Hands on experience of a waterfall and Agile SCRUM software development lifecycle
• Experience in deploying applications in Weblogic servers
• Extensive experience of managing client queries and problems
• Identification and prioritisation of future areas/opportunities for operational improvement through analysing business processes within Operations
• Good understanding of .NET - Core/Framework
• Experience in Oracle Database environment – SQL, PL/SQL stored procedures
• Experience with Market Data/Index Management would be beneficial
• Knowledge/experience of Incident, Problem, Change preferably on Service Now
• Progressive IT and/or business experience
• Experience in using Continuous Integration and Continuous Delivery tools
• Good knowledge On SQL and Windows environments : able to troubleshoot complex Oracle stored procedures and query data to build reports for users
• Production Application Support Experience:
• Production support experience in the financial/capital market industry
• Understanding of retail banking platform processes including new customer onboarding, new account opening, account maintenance and related workflows
• Driving delivery of change programmes to ensure better monitoring and alerting
• Developing reports to meet business requirements including building queries, single / multi-reports and batch reports
• Programming Languages: Python/Perl scripting/UNIX Shell Scripting
• Organizing and conducting post mortems for outages
• Interfacing with other teams for testing routine system upgrades
• Creating and updating documentation
• Scripting required on the following platforms: Unix Shell, Jscript
• Understanding of project life cycle and Waterfall and Agile methodologies

List of Typical Skills For a Senior Application Support Analyst Resume

Skills for senior application support analyst fund accounting resume.

• Possess strong oral, written and interpersonal skills
• Solid communication and coordination skills, English B1+ and higher
• Broad interests and knowledge in technology with the ability and desire to learn new skills
• Effectively communicate project status and risks to the PE Technology Management team
• Experienced in technical design of major and minor enhancements, coding and testing the changes and deploying in production

Skills For Senior / Application Support Analyst Resume

• Experience with implementing software applications and working on IT projects
• Experience with testing tools and testing methodology
• Knowledge / working experience of ITRS Active Console/other monitoring tools
• Strong knowledge of Scripting – Unix Shell, & Windows scripting
• University graduate of Computer Science and Engineering or equivalent with 2+ years of working experience

Skills For Senior Application Support Analyst / Lead Resume

• Possess working experience in any of JDE/Kinaxis/BI Reporting implementation project
• Create and maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers
• Experience with identifying security related issues such as system hacks, computer viruses and worms, and spyware
• Highly developed teamwork skill, personable and enjoys working with people
• Demonstrated ability to quickly learn new programming languages and tools
• Previous experience in a technical support / problem solving role
• Knowledge / working experience of Autosys/scheduler

Skills For Big Data Senior Application Support Analyst Resume

• Good understanding of Interfaces architecture with OVSC and/or HPSM / HPAM
• Experience with Event Driven Integration (Messaging,Publish/Subscribe, Send/Receive)
• Experience of operational tooling such as Control-M, App Dynamics
• Experience of the following core applications and business areas would be useful
• Experience in the following application: Nagios, Splunk, Dyantrace, DC Rum, Chef, Docker
• Work experience with Microsoft SQL Server 2008 R2 or above writing complex T-SQL scripts

Skills For Senior.application Support Analyst Resume

• Good and positive work attitude, willing to share/learn and able to work under pressure to meet tight deadline
• Co-ordinate and promote the effective functioning of problem management activities across all of SS&C’s support teams
• Play a key part in the change approval process ensuring that all due diligence has been completed prior to production deployment
• 8 – 12 years of relevant work experience
• Experience in a customer service role with users of varied technical expertise

Skills For IB TPE Build Senior Application Support Analyst AVP Resume

• Good exposure to Oracle 11g and above versions
• Excellent expertise over Oracle Forms
• Excellent communication in English spoken and written
• Good knowledge of Databases (Oracle and SQL)
• Good knowledge of Web clients, Siteminder, Tomcat, Apache, & SOAP web interfaces

Skills For Senior Application Support Analyst Resume

• Self-motivated to operate independently and make necessary decisions within the global team
• Experience in Operational support of zTPF systems
• Experience with Advent products highly desired. Axys/APX, Moxy and Rules Manager
• Establish and cultivate effective relationships with user groups and key stakeholders
• Experience of working with Project teams providing support and consultancy to PM’s, BA’s, testers and developers
• Application Support experience within a large IT environment
• Experience in software development, design and development methodologies
• Work experience in large online transactional systems
• Work experience in any Big data technologies
• Respond to technology events and incidents in a swift and effective manner to maximize service availability
• Establishing and working with fellow team members to engage in cross-training initiatives within the team to provide enhanced support capability
• Working knowledge on ticketing tools such as ServiceNow, Openview, Remedy
• Working knowledge of MQ messaging, UNIX/ Linux OS and Connect Direct
• Understanding of fundamental accounting processes
• Writing Reports using SQL queries
• Working knowledge of Oracle databases and how to run and write SQL queries
• Maintaining system stability and high availability
• Providing 2nd-3rdline application support on complex internally and externally developed applications
• Willing to work till 21:00 hrs CST
• Managing DART metadata and user catalogs (but not code changes)
• Responding to logged service requests, account administration, software installations and general application and server administration
• Dealing with escalations in a timely manner to ensure issue is resolved to business Partner’s expectations
• Composing technical knowledge base documents to be used within the team
• Working with external vendors to resolve service related incidents
• Connecting remotely to business partners computers to resolve issues
• Knowledge of batch processing using TWS or other scheduling tools
• Linux + shell scripting - Need understanding of Linux commands and knowledge of Linux shell scripting
• Application monitoring as well as the underlying infrastructure and identify & fix the monitoring gaps

List of Typical Responsibilities For a Senior Application Support Analyst Resume

Responsibilities for senior application support analyst fund accounting resume.

• Responsible for defining, planning, and monitoring all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, training, and script/code writing
• Strong problem solving and analysis skills with ability to maintain and debug software applications and code
• Excellent customer service interaction skills
• Excellent stakeholder management and communication Skills - written and verbal
• Strong experience in server-side application and systems troubleshooting
• Friendly, outgoing and have well-developed communication skills
• Effectively lead complex technical problem resolution

Responsibilities For Senior / Application Support Analyst Resume

• Experience with Microsoft Windows, Microsoft Office Products and a good knowledge of applications
• Well-developed verbal and written business English communication skills
• Experience with SharePoint; 2-3 years’ experience with SharePoint online
• Tware development experience with experience with projects of similar scope and complexity
• Efficiently and effectively manage internal escalations of tickets to the right resolver group
• Advanced technical skills in web technologies or similar (HTML, XML, CSS, Javascript, AJAX, Web Services)
• Work experience that reflects a proven track record or proficiency in the competencies noted
• Work experience that reflects a proven track record or proficiency in the competencies noted or equivalent work

Responsibilities For Senior Application Support Analyst / Lead Resume

• Experience working with business critical systems, delivering high levels of availability
• Experience in Application support working in a globally distributed team
• Experience with ticket tracking and version control systems
• Experience in working with Apache Web Servers or equivalent web server operations
• Good working knowledge of Windows Server OS

Responsibilities For Big Data Senior Application Support Analyst Resume

• Strong working knowledge of the Windows platform and its capabilities needed to diagnose and troubleshoot issues
• Relevant experience working in a technology Production Support environment
• Relevant Operating systems hands-on experience
• Knowledge / working experience of ITRS Active Console, Autosys
• Experience of using zVM / Zlinux mainframe infrastructure
• Problem solving & Root Cause Analysis (RCA) experience
• Experience with relational/noSQL databases
• Upstream Oil and Gas with experience in IT required
• MS SQL Server, T-SQL, SSRS, and PowerBI experience

Responsibilities For Senior.application Support Analyst Resume

• Product applications support experience
• Solid knowledge of software configuration management strategies and best practices
• Experience with application implementation, support and management in a complex IT environment
• Experience with database support, design and administration
• Experience with Configuration Management tools like Ansible is added advantage
• Able to operate under pressure and in time sensitive support environments
• Experience apache/tomcat/WebSphere and WebLogic

Responsibilities For IB TPE Build Senior Application Support Analyst AVP Resume

• Strong ability to act and influence as change agent
• Demonstrate Leadership drive & professional courage
• Experience with web development tools and technologies such as HTML, CSS, JavaScript
• Experience with Linux
• SQL experience

Responsibilities For Senior Application Support Analyst Resume

• ION Marketview experience (MMI.NET, SysAdmin)
• Experience of HR systems and structures
• Experience in at least one RDBMS (Oracle 10g/11g, MS SQL Server 2005/2008
• Experience in a relevant IT related role
• Experience with full SDLC from application definition through to deployment and maintenance
• Experience with Hypervisors and application delivery software such as Citrix of VDI
• Strong knowledge of Windows and Linux OS and software (Win XP, Win 7, Win 10)
• Practical experience of ITIL processes for Incident and Problem management
• Understanding of Windows 2008/2012 Server operating system and applications management
• Communicating project status to stakeholders
• Providing application and technical support to FOSG business analysts, service managers, and data management teams
• Working knowledge of Silverlake
• Understanding of IT project management
• Understanding of ITIL framework, SDLC and DevOps concepts
• Understanding of the principles of successful service transition
• Programming or Database Design
• Willing to work evenings and weekends as part of an on-call rota
• Working knowledge of Apache Tomcat, IIS, NGINX
• Understanding of XML/JSON, usage and integration within web services
• Training of other members of team on areas of technical and product expertise
• Understanding of Software releases, ability to understand RISK assessment of Change
• Scripting – Powershell an advantage
• Overseeing application database data quality
• Performing incremental version and major upgrades
• Relevant knowledge and understanding of Financial Instruments, Markets, Banking, Trading and reporting systems
• Perform & oversee the troubleshooting, bug fixing, testing, and production deployment activities
• Assist in developing innovative reports and processes using T-SQL, MS Excel & Word, JIRA, Confluence and other reporting tools
• Issue tracking and reporting using tools such as JIRA/TeamForge
• Knowledge of troubleshooting & supporting applications running on either
• Develop training guides and support documentation with minimal direction from senior team members and present formal and informal training classes
• Guide the technical recovery of DCP major system outages, interfacing with numerous stakeholders including the outsourced service delivery, DCP application and support teams

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