Senior Application Support Analyst Resume Samples

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E Kilback

Earline

Kilback

9151 Jakubowski Pine

Chicago

+1 (555) 998 3436

9151 Jakubowski Pine

Chicago

Phone

p +1 (555) 998 3436

Experience Experience

Chicago, IL

Senior Application Support Analyst

Chicago, IL

Stiedemann-Bailey

Chicago, IL

Senior Application Support Analyst

Analyse and recommend improvements and better methods of working both to users and the development team
Work within a live SQL environment ensuring application functionality and business workflows are performing and functional
Create and maintain good working relationships with internal departments as well as 3rdparty vendors and hosting providers
Provide input for policy and procedure in product development and service management
Work with Sr management and stakeholders to identify problems, suggest solution and implement improvements
Identify areas of improvement that will increase the team’s performance and provide a better service
Alert Management (through the development of bespoke application monitoring)

Los Angeles, CA

Senior / Application Support Analyst

Los Angeles, CA

Marks, Boyer and Kirlin

Los Angeles, CA

Senior / Application Support Analyst

Support JDE/Kinaxis/BI Reporting & project implementation. Report to IT Solution Manager
Communicate project status and issues to the IT Solution Manager to ensure timely resolution and achievement of project milestones
Provide sound system solution impact / risk assessment in related to change request in highly integrated application environment
Provide consultation to end-users in the area of automated systems
Provide solution walkth’ru and conduct Conference Room Pilot session
Acts as liaison between IT Division and end-users to resolve procedural questions
Additional duties as assigned

present

Dallas, TX

Senior Application Support Analyst / Lead

Dallas, TX

Prohaska, Ebert and Kerluke

present

Dallas, TX

Senior Application Support Analyst / Lead

present

Work closely with stakeholders and business leaders to demonstrate the highest levels of customer service, communication, productivity, and professionalism
Participate in Release Entry Framework activities to help ensure quality deployments into production
Create and maintain support documentation
Identify and drive continuous improvement initiatives
Drive problem resolution and document root cause
Effectively collaborate with numerous technology and business teams across multiple locations
Support incidents, problems, enhancements, and projects for Facets platform

Education Education

Bachelor’s Degree in Computer Science

Harvard University

Bachelor’s Degree in Computer Science

Skills Skills

Demonstrates solid knowledge of tools such as HP Quality Center, HP Performance Center, ClearCase, TFS, ISPW
Ability to extract relevant details to address a problem and have the initiative to derive those missing details that can be discovered
Good UNIX (Solaris/Linux) knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Good Oracle knowledge and practical usage. (Able to create ad hoc SQL queries)
Quality orientation with a strong eye for details
Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Good Linux knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Good Sybase SQL knowledge and practical usage. (Able to create ad hoc SQL queries)
Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
Ability to work autonomously and exhibit excellent judgment

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IB TPE Build Senior Application Support Analyst AVP Resume Examples & Samples

Bachelor’s degree in Engineering preferably with specialization in computer science
Excellent technical skills in UNIX, Windows, SQL, Scheduling and Middleware
Proven experience facing off to end-users including Front Office, Finance, Risk and Operations users
Proven track record of continuous self-development
Technical background implementing support tools with Spotfire, Splunk, RTView, Autosys and Netcool,
Technical background supporting Middleware, Coherence, Hadoop, Oracle, and MongoDB
Good Team Player
Good Problem solving skills

Senior Application Support Analyst Resume Examples & Samples

Responsible for designing, engineering, planning and day-to-day support of development tools supported (HP Quality Center, HP Performance Center, MS ClearCase, IBM TFS, ISPW)
Completes problem analysis and resolution, and leads technical recovery teams in the restoration of service for development tools supported
Works with Development teams and EI for upgrading applications and infrastructure releases, support and documentation according to industry best practices
Enhances system features for problem avoidance, operating costs reductions, or increased usability of applications supported
Works closely with the user groups ensuring they have the technologies needed for source code management and quality testing prior to application releases to production
Assumes the role of Lead Support Analyst in major projects and initiatives, interacting and collaborating with team members and other departments, as appropriate, in order to gain knowledge relevant to applications supported (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
Participate in Disaster Recovery exercises, as a member of the technical recovery team or control center and contribute to the success of the Disaster Recovery tests
Possesses a university degree/college diploma in Computer Science and/or 3+ years technical/application or production support
Possesses solid understanding of design and analysis methodology and application development processers
Demonstrates solid knowledge of tools such as HP Quality Center, HP Performance Center, ClearCase, TFS, ISPW
Exhibits solid knowledge of databases (SQL, Oracle)
Exhibits solid knowledge to WIN2010/2012

Senior Application Support Analyst Resume Examples & Samples

To provide technical support to the business support team for all issues that are software related and for all business issues that will take longer than 30 minutes to resolve
To develop, maintain and enhance monitoring solutions, which will require scripting knowledge to create advanced monitoring solutions
To ensure that the platform is operational for the business during all business hours
Knowledge of Equities products and business flows advantageous but not required
Experience of working with global teams The successful candidate will be required to communicate with disparate technology and business groups in other countries/regions/time-zones on a regular basis, therefore excellent communication skills and cultural awareness are essential

Senior Application Support Analyst Resume Examples & Samples

Completes standard updates and maintenance activities to supported projects with departmental procedures and standards in order to keep the systems optimized
Participates in the testing, evaluation and implementation of straightforward/less complex products, including new products, software packages, operating systems and facilities to ensure System stability
Provides ongoing 24/7 support of related products or services under the direction for a more senior analyst in order to ensure minimal impacts/avoid outages to the production systems
Assists in the preparation of straightforward documentation used for the internal issue/problem resolution tracking
Completes problem analysis and resolution for lower impacting service issues
Participates in project related activities (smaller/less critical initiatives)
Adheres to corporate policies and best practices to endure internal and external audit and regulatory compliance in the areas of security, control and standards
Demonstrates Our Way values at all times
Understands and follows security processes and understands how they apply to this role
Assists in testing and verification of security controls in new or upgraded products
Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectively
Possesses a university degree/college diploma in related field or equivalent work experience, and/or 1 to 3 years of experience in Banking application or technical support environment
Demonstrates basic knowledge of supported systems and products
Demonstrates some knowledge in terms of Problem Management, Change Management, Implementation Processes, Configuration and Release Management
Displays some knowledge and understanding in various industry best practices and standards, e.g. ITIL, ISO
Illustrates basic knowledge of IT industry directions and trends
Exhibits basic knowledge of Bank’s organization, policies, procedures and methodologies
TSO in a MVS or ZOS environment
CLISTS
Some mainframe programming such as REXX or COBOL
Batch processing - JCL and job scheduling (ESP)
Graphic forms design – we use DesignPro
Xerox printing – DJDE, Forms, Logos
Document Management and Distribution – we use ViewDirect

Senior Application Support Analyst Resume Examples & Samples

Writes and executes unit test cases and assist the project team with the integration and user acceptance testing as required to ensure that the application functions as per specification
Assumes the role of Lead Support Analyst in major projects and 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
Participates in Disaster Recovery exercises, as a member of the technical recovery team or control centre and contributes to the success of the Disaster Recovery tests
The team performs level 2 offline/online application support for the Canadian ATM fleet, mainframe host application Connex (Point of Sales, Shared Cash), Server application (Chegue image, Commander) and Video Teller file transmission
Maintains and controls the Configuration Repository (CR) database for 4 Connex Applications
Resources are skilled in Connex online and offline for Point of Sale, shared cash and ATM support, in-depth knowledge of the hardware and software on the ATMs (SCOM/SCCM,SMS) and strong knowledge of the external networks and transaction flows
Level 2 application production support team work with application vendors when required (Phoenix, IBM / NCR) (*future will be NCR for hardware/software/SLM for ATM Refresh)
Resources provide 2nd level production support to helpdesk for calls/incidents to investigate/analyze and direct recoveries related to ATMs (i.e. with suppliers such as Phoenix/IBM, FIS, BMO Dev etc.)
Marketing Campaign Commander support to all users and processes relating to commander (i.e. Verify Campaign Scheduled events, Maintain default attributes for deployment window and Corrective Marketing trigger interval, update ATM inventory, add users/roles)
Team attends and participates in support and project meetings. Support the review and implementation of changes going to production (i.e. A24, A34 review, implementation check list review, participate in implementation)
Participate and/or lead incident and problem investigations. Liaise with our technology and business partners (i.e. Channel, development, infrastructure, and vendors as required
Analyze data via mainframe MVS and application tools (i.e. FTI, Netstat, Console, Netview, application logs, traces, ATM logs, system logs)
Use MVS tools (Netview, , Aconnex Logs, Aconnex traces) and ATM logs pulled from SCOM
Engage stakeholders as required to assist n investigations (ex: Helpdesk, Development, Network, Vendors (Phoenix, IBM, FIS, Microsoft, NCR)
Participate in weekly meetings for delivery of ATM code fixes and upgrades
Raise incident tickets to suppliers as required (i.e. Phoenix and NCR for problem investigation and fixes)
Offline support Electronic Funds offline (EFO) job suites. Online support of POS/Shared Cash/ATM (Connex)
Application/administration support of our cheque image application and e-marketing application
Possesses a university degree/college diploma in Computer Science and /or 5+ years technical/ application or production support
Possesses solid understanding of design and analysis methodology and application development processes
Demonstrates solid understanding of ITIL and Capability Maturity Model (CMMI) processes
Possesses solid communication and interpersonal skills
Is able to handle multiple priorities

Senior Application Support Analyst Resume Examples & Samples

Day to day technical support of the Finance Workstation, Intellect and Risk Treasury website suite of applications
Support denial of access (local trader disaster recovery) as well as denial of service (application site platform disaster recovery) planning and testing
Escalating to 3rd level support/development when necessary including any investigations to date, log files etc
Follow through to ensure each issue is resolved in a timely manner
Effectively communicate issues and status updates with business users, 3rd level support and development teams
Understanding and documenting business requirements, proposing solutions to meet the business needs, managing the implementation of the solution, weighing priorities, managing client expectations, and resolving any issues that might arise
Application Support Experience:Significant experience working in a support environment
Business knowledge/ understanding of financial markets and products

Senior Application Support Analyst Resume Examples & Samples

Responsible for designing, engineering, planning and day-to-day support of development tools supported (MS ClearCase, HP Quality Center on Windows, HP Performance Center, IBM TFS, ISPW)
Provide hardware and software support for infrastructures supporting Development and QA environments
System security administration, hardening and auditing
On-call support as needed
Minimum 3 years solid hands-on experience of Unix and/or Linux operating system administration (Solaris/Red Hat)
Demonstrates solid knowledge of tools such as HP Quality Center, HP Performance Center, ClearCase, TFS, ISPW. Equivalent knowledge of similar tools will be considered

Senior Application Support Analyst Resume Examples & Samples

Receive and troubleshoot tool related problems escalated by front office team
Coordinate service restoration to meet the service levels
Perform health checks
Accept new releases from global packaging team
Implement patches
Address back-end related issues with servers
Provide on-call support through rotational pager

Senior Application Support Analyst Resume Examples & Samples

In charge of deep analysis and troubleshooting of the incident and/or problem
Responsible for working with the level 2 team on either providing advice on how to resolve the incident at hand or work with the Engineering teams on a production defect resolution
Review logs in detail and understand application code to understand if the problem is with the tool or somewhere else (i.e. partner system; network; etc.)
Work with leadership to be able to explain issues and/or problems and assist if an account goes red
Participate in project meetings and provide operational guidance during the roll out of upgrades or new tools
Creates standards by which the level 2 teams support the tool
Work with team members globally
Required skills: Windows Server, UNIX, Oracle, SQL Server, Shell Scripting, XML, Web Services, Production support
Preferred skills: Java, ASP/C#, Fundamental ITIL knowledge
English knowledge must be fluent

Senior Application Support Analyst Resume Examples & Samples

Establish and maintain strong collaborative partnerships with peers, management, internal and external partners/ vendors/suppliers to optimize operational activities and understand impact on DCP systems and operations from external projects
5 years of experience in application support or service operations in a large enterprise environment
5 years previous experience managing or supporting large digital asset management or product management systems
Demonstrated ability to complete assignments with speed, accuracy, and quality
Excellent verbal and written communications skills communication skills, able to articulate complex ideas in succinct, business terms without the use of technical jargon
Experience with the Disney Consumer Products Licensing systems or experience in another licensing environment
Working knowledge of ServiceNow
Bachelor’s degree in a technology or business related field or equivalent experience

Senior.application Support Analyst Resume Examples & Samples

Responsible for designing, engineering, planning and day-to-day support of source code repository tools such as ClearCase, TFS, GIT etc
Works closely with the user groups ensuring they have the technologies needed for source code management
Complete project deliverables in order to contribute to project implementations
Responsible for operational processes and verification including systems and technology life cycle management
Provide hardware and software support for infrastructures supported
System security administration, and auditing
System backup and restoration/disaster recovery of applications supported
On-call support as needed which includes evenings, weekends , and statutory holidays

Senior Application Support Analyst Resume Examples & Samples

Help the team lead and management oversee daily production operations of our applications
Interact with client teams and external 3rd party vendors to insure strong system stability and performance
Design and implement appropriate metrics for reporting on key performance and quality indicators
Aids in the development of test scripts and provides support for system enhancements and upgrades
Develop and maintain documentation on system troubleshooting, batch jobs and projects

Senior Application Support Analyst Resume Examples & Samples

Work closely with the development, QA and business support teams, and the HighTouch business to determine strategy & priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums
This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically being be expected to read and understand the application code
There is a duty on this team to take ownership of technical problems and be proactive when dealing with system issues
When dealing with major issues, the group would be expected to make key technical recommendations based on their knowledge of the systems and the process flows involved
Liaise with business support teams and application development groups
5+ years production support experience in the financial industry
Understanding of problem/outage management methodologies
3 - 5 years of experience with Linux
3 - 5 years of experience with Shell scripting
3 - 5 years of experience with SQL
2 - 3 years of Sybase experience
Understanding of network infrastructure, ability to identify common failures
Strong knowledge of Microsoft based operating systems
Basic understanding of hardware setup and configuration
Some knowledge of any programming language will be an added advantage
Some knowledge of JAVA programming language will be an added advantage
Some knowledge of C/C++ programming language will be an added advantage
Knowledge / working experience of Autosys

Senior Application Support Analyst Resume Examples & Samples

Technical design and development skills with a solid understanding of Object Orientated design principles
Design pattern experience
An understanding of Business Intelligence
Experience with C#, ASP.NET, SQL Server, HTML/JavaScript/CSS
2 years development experience in Microsoft and .NET based application development
Previous exposure to test automation tools would be an advantage

Big Data Senior Application Support Analyst Resume Examples & Samples

Executing and/or escalating problem management procedures as necessary
Special projects such as COB/DR, Controls and Compliance related activities
2+ years experience working in scripting in a variety of languages, including UNIX, PERL, etc
2+ years experience with Informatica or similar ETL tools
Good understanding of Systems Administration
Strong analytical skills as well as strong troubleshooting skills
The ability to present and absorb complex ideas quickly and accurately

Senior Application Support Analyst Resume Examples & Samples

Support all aspects of Cash and Derivatives trade and risk flows including trader-sales matching, Markitwire, SDR reporting
Start of day checks, continuous monitoring, and regional handover
Perform T+0 risk reconciliations for the London Swaps desks
Application monitoring as well as the underlying infrastructure
Collaboration with Development partners to prioritise bug fixes and support tooling requirements
Have the aptitude to understand the relationships between interdependent systems
Understand business terminology
Possess strong client facing communication skills, in both verbal and written format
Interact with peers and management at all levels
IT/spreadsheet/analytical/modelling skills)
Good Oracle knowledge and practical usage. (Able to create ad hoc SQL queries)
Business knowledge/ understanding of financial markets and products specially Fixed Income business
Experience of supporting traders trading applications from a face to face or remote perspective (NOT desktop support )
Previous experience of providing support of Trading systems or financial products

Senior Application Support Analyst Resume Examples & Samples

Strong process awareness and ability to manage incidents, problems and customer escalations where necessary
Ensure all issues are tracked and work closely with product managers to prioritize resolution
Collate customer feedback and experience and translate them into new initiatives over process and system optimization
Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements if any
Communicate complex technical and functional issues to business users in a language they understand
Essential University Degree
Experience and/or knowledge of FX eCommerce banking industry will be an asset
Knowledge of foreign languages will be an added advantage
Ability to work closely with regional counterparts on client requests
Ability to promote positive work relationship
Demonstrates flexibility towards working in shifts
Exceptional interpersonal and communication skills
Understands criticality and concepts of information security

Senior Application Support Analyst Resume Examples & Samples

Design and implementation of new monitoring solutions
Creation and handover of monitoring dashboards
Architect, Develop, test, build, package, roll-out and maintain plugins and toolkits related to monitoring
Planning and managing the design, implementation and testing of all applications developed
Producing documentation and effectively communicating all releases to ensure uptake is as high as possible
Provide in-house support with respect to the software
Researching new technologies and originating new concepts, ideas and processes
Integration of deployed solutions with monitoring tools used within Citi
Bachelor/Master’s degree in IT/Computer Science/Computer Engineering/Electronics
Strong ITRS Geneos functional & technical skills
Build and package monitoring tools
Unix knowledge, shell scripting, Perl script, firewall, networking and/or Batch Scripting & windows Scripting
Architecture ability across various infra
Web UI development experience such as deployment into Apache , installation & configuration, use of JavaScript, HTML/CSS, RSS
XML for data formatting and parsing
Track record of building and deploying solutions
Exposure to various monitoring systems is desirable( Tivoli, Nagios, Geneos, Dynatrace, eG, Wily)
Strong knowledge of Autosys
Quality orientation with a strong eye for details
Ability to work independently locally and within a global team
Ability to lead projects with commitment & dedication
Structured approach to development projects
Detailed-oriented, with strong analytical skills
Develops and maintains effective and positive working relationship with peers and management
Pro-active, organised, thorough and energetic Excellent communicator, presenting to App leads and senior management level stakeholders
Able to manage mission critical projects
Able to accommodate on-call and weekend support responsibilities
Ownership of project deliverables & ensure successful implementation
Dive & Determination; Demonstrates self-motivation and drive and shows determination to achieve goals
Analysis & Problem Solving: Identifies the key issues in situations, analyses the data, recognizes the root cause of problems and generates successful solutions
Proactivity & Initiative: Self-starting. Seizes opportunities and acts upon them. Controls events by making suggestions and proposing actions. Completes tasks, projects and plans before being asked
Building Relationships: Maintains good relationships with colleagues and builds strong professional networks. Recognises and understands the needs of others, aware of own personal style
Innovation & Creativity: Creating new and imaginative approaches to work related issues. Questions traditional approaches and demonstrates creativity in the generation of ideas and vision
Influencing & Persuasiveness: Influences, convinces or impresses others in a way that results in acceptance, agreement or behavioural change

Senior Application Support Analyst Resume Examples & Samples

Very strong technical skills such as UNIX/Linux, Networking, Perl, Shell scripting and SQL
Background of hands-on application support
Knowledge of Equities products and business flows advantageous, but not required
Ability to work under extreme pressure and fluid environment
Experience of working with global teams
Minimal of 5 years production support experience
Understanding of problem management methodologies
Thorough understanding of network infrastructure
5+ years of experience with SQL
Some knowledge of JAVA programming language (optional)
Some knowledge of C/C++ programming language (optional)
Some knowledge of any programming language (optional)
Good understanding of Enterprising Messaging Systems, such as Tibco EMS and MQ
Minimum of 6 years of Perl or Python scripting
Minimum of 6 years hands-on experience in shell scripting
6+ years of hands-on Unix/Linux experience
Excellent organizational, planning and prioritization skills
Ability to work effectively in a constantly changing and demanding environment
Self-motivated and proactive attitude
Ability to learn new skills quickly with little supervision

Senior Application Support Analyst Resume Examples & Samples

Responsible for the day to day monitoring and troubleshooting of applications
Execution of operational procedures and tasks
Act as a liaison with application and infrastructure teams to triage incidents, and resolve problems from the Help Desk, Line of Business IT teams, and business stakeholders
Responsible for project to support transition of new solutions and applications
Daily interaction with offshore contract resources to transition standard procedures, monitor and assist with incident handling and scheduled procedures
Provide input for policy and procedure in product development and service management
Interpret business issues and adapt priorities to maintain multiple, in-progress assignments
Off-hours support for planned changes and participation in an on-call rotation are required
Associates degree in Computer Science/Information Systems or equivalent combination of education and experience
Minimum 2 to 4 years experience administering or supporting a major software platform
Technical experience with Unix, Wintel systems, Windows servers and SQL database, NAS/SAN, Network Load Balancing(F5)
Knowledge of workflow, database, network, and server software and architecture
Excellent verbal and written communication and interpersonal skills
ITIL foundations certification a plus
Experience supporting applications running in WebSphere on UNIX a plus

Senior Application Support Analyst Resume Examples & Samples

Managing expectations with various stakeholders in the business
Ensure all incidents and problems are resolved within our SLA’s
Undertake all regular support activities i.e. service requests, regular jobs/activities, content uploads, workarounds and maintenance
Proactively review diagnostic data which includes logs, errors files and exceptions to identify potential problems and risks so they can be resolved before service is interrupted
Identify areas of improvement that will increase the team’s performance and provide a better service
Support change management, incident and problem management processes and group wide user communications,
On call out of hours support required as part of a rota

Senior Application Support Analyst Resume Examples & Samples

5 years previous experience managing or supporting contract lifecycle management applications
Knowledge of application monitoring and management tools such as, HP Business Availability Center
Needs to demonstrate the ability to build consensus and support from the IT organization Demonstrated ability to complete assignments with speed, accuracy, and quality
Excellent verbal and written communications skills communication skills
Previous knowledge working in an IT ticketing system (ServiceNow)
Previous work experience with MS SQL
Experience with the Disney Consumer Products Licensing systems or another licensing environment
Experience as a Business Analyst

Senior Application Support Analyst Resume Examples & Samples

ITIL Foundation certification
5 years experience supporting a large Oracle Transportation Management environment
Previous experience managing Supply Chain applications
Strong negotiation and mediation skills; needs to demonstrate the ability to build consensus and support from the IT organization on the solutions being proposed
OTM / GTM advanced certification

Senior Application Support Analyst Resume Examples & Samples

Responsible for providing 24X7 Application Support across multiple Tesla applications
Provide appropriate feedback to management about the progress and timeline related to specific production problem
Participate in the decision making of success or failure of applications systems to be deployed in production
Execute decisive action to preserve and maintain service availability, performance, integrity, capacity and security

Senior Application Support Analyst Resume Examples & Samples

As part of L2 team, you will promote stability and quality of support services in line with our regional strategy and technology management policies, as well as day to day operation and oversight for various applications
Manage and support the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to business users
Experience in technology support roles within a large scale, global financial services organization - Strong Decision-Making and Problem Solving Skills - Highly proficient with application development techniques, Oracle, SQL, Shell Scripting and UNIX operating systems - Outstanding interpersonal effectiveness; strong communication skills both verbal and written - Ability to document and standardize processes around support procedures - Awareness of audit and compliance related issues and management of open corrective actions
Bachelor's degree in Information Services, related technical field or equivalent, with experience in application support roles for software applications. Strong aptitude for process definition and compliance, with emphasis on implementing process improvement solutions. Motivated individual comfortable both leading and working as part of a team. Excellent analytical, problem solving and organizational skills. Results oriented with a great attention to detail and must be able to manage multiple requests under deadlines
Understanding of client server architecture (clustered and non-clustered)
Resiliency and Redundancy designs
Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Efficiently and effectively manages work, time, and resources
ITIL accredation to at least foundation level
A knowledge of ServiceNow, incidents, major incidents, projects and reporting

Senior Application Support Analyst Resume Examples & Samples

Supporting Global middle office on any trade reporting questions
Supporting Back office with the reconciliation matching questions
Interact with multiple stakeholders including business, technology, Regulatory transformation office, Global middle office and other team members to obtain required information and solution internal projects
Assist ad hoc questions on the reporting/reconciliation issues
Supporting trade floor supervision with generation of all the internal regulatory reports
A University or College Degree/Diploma
5 years of report generating experience
2-3+ years of SQL
Strong written and oral communication
Proven capabilities to manage assignments and an ability to coordinate efforts with multiple stakeholder groups
Understanding of regulatory and compliance requirements (including, SEC, FINRA, OCC, FRB, CFTC, IIROC, OSFI etc.) would be an asset
Knowledge of Fixed Income and Trading Products, Investment Banking, Merchant Banking and Corporate Banking business would be beneficial
Black Berry support during off hours

Senior Application Support Analyst Resume Examples & Samples

Deliver a positive, memorable and meaningful service to both internal and external customers
Provide service related to supporting the second line support function for software issues raised through the IT Service Desk and assigned to you, triaging them and bringing them to a successful and timely conclusion
Participate fully in the development of processes to improve the service levels on support activities as requested – improving resolution times or quality as needed (e.g. maintain and share info on resolved issues, identify improvements to ‘support’ documentation, etc.)
Assist less experienced team members, helping them to develop the knowledge and skills necessary to perform their roles effectively
Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner
Adhere to ALL standard operating procedures of Perceptive Informatics
Adhere to FDA regulations (21 CFR Part 11, GCP)
Excellent diagnostic, analytical and problem-solving skills demonstrated by a track record of being a software engineer or software support. analyst
Good interpersonal skills – building relationships and communicating with Users and Systems dept staff
Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail
Significant hands-on experience of ASP.net technology, Borland Delphi Version 7 essential
Commercial experience of delivering large projects written in C#
In-depth knowledge of SQL in Oracle and MS SQL server environment
Experience of using UML desirable
Experience of working in a commercial software development environment (typically gained over at least 6 years)

Senior Application Support Analyst Resume Examples & Samples

3+ years of experience with T-SQL, ability to view and write T-SQL code for triage and investigation
Bachelor’s degree in Healthcare Management, Computer Science or another technology/business field of study
3-5 years of progressive experience within application support/IT operations organizations
Experience in healthcare as a support analyst not required, but will be considered a plus
JIRA Service Desk ticketing system/Confluence experience not required but will be considered a plus
Ability to communicate and work with technical and non-technical audience
Sound analytical skills with the ability to successfully troubleshoot and problem solve
Ability to work unsupervised and a self-starter who seeks improvements without direction

Senior Application Support Analyst Resume Examples & Samples

Effective communication skills (oral and written) and the ability to interact professionally with a diverse group of clients and fellow employees
You will have the ability to operate in a "fast paced" environment, dealing with several problems and/or assignments concurrently (multi-tasking)
Ability to function effectively in a self-directed environment and interact well with other teams (software development, sales and relationship management, internal users)
5+ years of experience encompassing 4+ years previous programming experience is required (any object oriented language)
4+ years of experience with Java
Must be a self-starter with excellent customer service skills
Degree in Information Systems, Computer Science, equivalent background or demonstrated experience
Consistent track record of meeting deadlines
Ability to demonstrate tact and sensitivity in customer communications projecting a positive image
Ability to deal with change, demonstrating a willingness to learn and embrace new technology
Excellent analytical, problem solving skills, interpersonal, oral and written communications skills
Excellent organizational and follow-up skills with strong attention to detail; and
Documentation oriented and detail oriented with attention to processes and procedures
Previous experience in providing software support and troubleshooting desirable
Knowledge of: Linux, Oracle, JavaScript, Postgres and SQL

Senior Application Support Analyst Resume Examples & Samples

Provide support for mission-critical X-ASSET applications which interact with all the FO eTrading applications
Support Batch processes via Autosys
2 - 3 years of hands-on Shell scripting experience
2 -3 years’ of strong SQL, RDBMS experience
Good working experience of monitoring tools like ITRS
Perl/scripting language and / or Java

Senior Application Support Analyst Resume Examples & Samples

Delivery of 2nd Line Application Support services for application(s) under support
Ongoing liaison with component teams for ensuring service availability
Delivery of 2nd Line Application Support services for applications under support
If applicable, escalate to the Incident Management Process Manager
Good understanding of the Card Industry – specifically commercial cards
Knowledge of Card issuing processes is preferred
Java Certification/Oracle Certifications preferred
Sound time management and organizational skills
Effective team player with strong customer focus
Previous first or second line support experience

Senior Application Support Analyst Resume Examples & Samples

Provide first and second line application support to business users within the Middle Office & Commercial
Participate in daily development scrums as part of the adoption of Agile, moving towards DevOps
Provide support for our clients test environments, undertaking restores/refreshes from time to time, problem solving on systems and application issues and providing configuration services
Provide consultancy and training support (post implementation) to business resources, likely in a 'train the trainer' capacity
Liaise with business staff, corporate IT shared services, and the projects and development team as required to carry out these responsibilities
Maintain knowledge of technology and business processes in relation to these responsibilities (Knowledge Repositories & WiKis)
Primary Web Languages: HTML5, CSS3 JavaScript & jQuery
Knowledge of one or more of the following applications would be advantageous
Eagle PACE
Salesforce
FactSet

Senior Application Support Analyst Resume Examples & Samples

Document known support issues and recommended fixes ensuring knowledge is transferred through the tech team
Engage with the development teams across the technology department on new projects and initiatives to agree an effective handover into support
Provide relevant, accurate and timely updates to the business community on the status of open incidents
Responsible for Problem Management; ownership of the investigation into the underlying root cause of Incidents, co-ordination of BA, support & development resources to identify required changes
Be the senior member of a team supporting business critical applications, primarily focussed on retail logistics and also buying and merchandising and finance
Responsible for Incident Management; ownership of investigation and triage activities, business updates, management of support resources across the technology team
Proactively manage the queue of open issues to ensure effective prioritisation and driving down mean time to resolve
Be the team lead, developing the skills and cross-skilling the team to improve overall support coverage
Proactively engage with the Service Desk to up-skill and transfer support activities to this team where applicable,
With direction and assistance from the Head of Support, implement relevant tools and processes for the management of Application Support, leveraging best practice (drawing from standards such as ITIL where relevant)
You should have knowledge of the software development lifecycle and how code is built, tested, released and supported
Ideally you should have worked in a retail environment but it is not essential
You should have 5 years working in Application Support roles or similar experience
You should have great attention to detail and constantly be looking for improvements in all areas
You should have experience working with any ERP system, ideally Microsoft Dynamics NAV
Ideally you should be able to demonstrate SQL management skills and how to debug and interpret application errors and issues

Senior Application Support Analyst Resume Examples & Samples

Change Management
Alert Management (through the development of bespoke application monitoring)
Special projects (around Continuity of Business/Disaster Recovery, MIS Reporting, Automation, Server Migrations,
3 – 5 years’ experience working in a support environment
Experience in a leadership role
2- 4 years’ of Linux, SQL and Shell scripting experience

Senior Application Support Analyst / Lead Resume Examples & Samples

Support incidents, problems, enhancements, and projects for Facets platform
Recommend appropriate solutions for incidents (e.g., workarounds, root-cause fixes/enhancements, effort estimates)
Proactively manage issues/risks and escalate them as needed in a timely manner
Effectively collaborate with numerous technology and business teams across multiple locations
Drive problem resolution and document root cause
Identify and drive continuous improvement initiatives
Participate in Release Entry Framework activities to help ensure quality deployments into production
Work closely with stakeholders and business leaders to demonstrate the highest levels of customer service, communication, productivity, and professionalism
5+ years of experience in development, support, or systems analysis working with all phases of Software Development Life Cycle (SDLC)
2+ years of experience developing and/or reviewing SQL scripts (on Oracle or something similar)
Ability to do some off hours support (happens about once a month currently)
Experience with healthcare systems analysis or IT development
Technical lead experience
Facets application experience
IT Production Support experience
Intermediate SQL experience
Oracle experience

Senior Application Support Analyst Resume Examples & Samples

Provide support for mission-critical client trading applications
Participate and coordinate Business Continuity testing
Interest Rate Swaps
Good Linux knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Experience with Messaging Technologies (Caplin Liberator knowledge in particular)
Strong analytical skills & attention to detail
Good business phone etiquette, applicant will be supporting Citi’s external clients
Ability to plan and organize workload

Senior Application Support Analyst Resume Examples & Samples

Own and manage the Incident response process. Must be able to escalate problems to appropriate technology and business teams, while adhering to Service Level Agreements
Focus on continuous improvements on existing Application monitoring as well as the underlying infrastructure
Collaboration with Development partners to prioritize production fixes and support tooling requirements
Work closely with the GRU business teams and the GRU development teams, as well as CTI and upstream/downstream support teams to ensure a quality service
Perform change, incident and problem management for the GRU platform
In line with ICG PS goals, active involvement in ownership of support project items covering continual Stability, Efficiency and Effectiveness initiatives
Adaptability to work with different region’s including vendor and Citi staff. Reporting to GRU Global Support Manager
Shaping the GRU Support team in line with business demands
Ensuring stability and availability of the GRU platform for the GRU business and its clients
Proactive improvement work (in terms of stability/effectiveness/efficiency) across the platform. Analyse the issues being raised against our applications and design, then implement or manage enhancements to prevent any future occurrences of these problems or issues
Scrutinising change coming into the platform, ensuring quality of releases is adequate
Ensuring all hygiene factors (admin, governance etc.) is completed without requiring chasing
Proven experience in an Application support environment, 5 years or more
Wintel - Knowledge of Microsoft based operating systems
Experience using MS Office with emphasis on Word, Excel and PowerPoint
Basic understanding of Java/J2EE technologies
Monitoring technologies preferably ITRS
Previous experience in the financial industry would be preferred
Experience in a demanding environment, working to strict deadlines and short SLAs

Senior Application Support Analyst Resume Examples & Samples

Provide Technical Support to resolve CAD/BIM production issues with Autodesk and Bentley software applications
Coordinate client CAD/BIM standards development and maintenance
Provide ProjectWise Administrative functions
Partner with various teams in the organization. Primarily CAD Coordinators, Knowledge and Applied Technology Team and the Information Technology Group
Understand interoperability solutions between data types and platforms
Understand programming interfaces, capabilities, limitations, and best practices
Excellent client service, interpersonal and communication skills
Self-starter, with the ability to handle multiple tasks and deadlines with minimal supervision
Strong verbal and written communication skills and capable of performing tasks in a dynamic environment
Web-based or SharePoint portal development
In depth knowledge of using Autodesk and Bentley products in a production environment
End user support of Document Management Systems, CAD and BIM design applications
Engineering, Construction or Architectural background required
Bachelor's degree in a closely related field preferred, or combination of education and relevant experience
5+ years application management experience, including management of multiple concurrent projects
Development experience including LISP, VBA, VBS, and .NET
Working with business users to establish priorities and manage expectations

Senior Application Support Analyst Resume Examples & Samples

Provide Level 2-3 support for scientific applications like Empower, ELN, Nugenesis, LIMS, Pipeline Pilot, Spotfire hosted on different operating systems
Gather requirements from users for enhancements or patches
Install application enhancements
Perform unit testing
Work with software vendors for application troubleshooting
Coordinate with other support teams within organization
Experience with various scientific applications like Empower, ELN, Nugenesis, LIMS, Pipeline Pilot, Spotfirerequired
2+ years’ experience in implementing various scientific applications like Empower, ELN, Nugenesis, LIMS, Pipeline Pilot, Spotfireon Linux or Windows OS
Good requirements analysis & documentation experience
Problem solving and analytical capabilities
Ability to deal with and resolve conflicts
Previous in-lab experience desired
Bachelors or Master’s Degree in Life Science or Technical field

Senior Application Support Analyst Resume Examples & Samples

Application Support of the front office applications, including eTrading platform and Risk&PnL applications
Troubleshooting business issues, solving problems to provide solutions to Asia Spread Credit trading desk
Performing SoD check for EMEA
Ownership and accountability for the operation, monitoring and integrity of the technology platform
Relationship management internally with the trading desks, operations teams, risk and compliance teams
Experience in financial services with a focus in investment banking technology
Detailed knowledge of the trading lifecycle, with a focus on front office technology
In depth knowledge of trading systems throughout the full application stack, infrastructure to GUI
Understanding of the Market making Business with a detailed knowledge of front office workflows and business processes
Basic product knowledge on corporate bond and CDS
Knowledge of operating systems: UNIX, Windows, and Linux
Advanced SQL knowledge on Sybase, Oracle, and Microsoft databases
PERL, UNIX, and Windows scripting experience
Knowledge of credit risk matrices
Experience in using Geneos for monitoring

Senior Application Support Analyst Resume Examples & Samples

Provide Application Support for complex highly integrated applications
Prioritize and effectively triage/ escalate application issues and problems
Coach and develop team members’ technical proficiency
Sanity testing of applications and participate in server migration tasks
Explore potential areas for service improvements
Interact with internal IT teams and external 3rd party vendors to troubleshoot and resolve complex problems
Work on new club opening tasks and onsite support as required
At least 3-5 years of experience in support of multiple business applications and system integrations
Strong MS SQL experience – scripting and understanding of database structures
Understanding and experience with client-server computing and relational database environments
Strong support experience with industry-standard IT best-practices, concepts and procedures for end user clients
May require travel up to 10-20% of the year; US, Canada, India, and UK

Senior Application Support Analyst Resume Examples & Samples

Adhere to issue priority effectively, and escalate where necessary
Lead the progression of issues within a defined strategy and context
Demonstrate ownership and take the lead on complex issues
Consult with colleagues on solutions and solving complex problems
Complete daily checks following defined procedures
Application monitoring, performance and capacity tuning as directed from time to time
Managing problems from identification driving colleagues through to resolution
Participate in the implementation, backup and roll-back plans for application support changes
Create and maintain good working relationships with internal departments as well as 3rdparty vendors and hosting providers
Provide out of hours support cover as required
Maintain knowledge articles and records in line with Close Brothers requirements
Working as part of a project team to become subject matter experts (SME) for new implementations and system upgrades
Consult with the development services team on new programs of work with a focus on new solutions, the continuous integration process, and maintenance of data stores, automated scheduling and the build environments
Participate in solution and data design reviews and updating documentation as appropriate
Participate in project demos and design reviews to understand upcoming changes to applications
Adhere to appropriate departmental and company procedures and policies

Senior Application Support Analyst Resume Examples & Samples

Mailbox management
Triaging and preliminary analysis and troubleshooting
Ticket escalation
Incident communications
In depth troubleshooting / forensic analysis
Business process management comprehension
Impact analysis via understanding of interfaces and application integrations
Back end analysis
Performing platform support and/or writing, executing scripts
Server analysis and troubleshooting
Coordination between multiple resolving agencies
Ability to recreate issues and concisely identify when an incident is a bug versus working as designed
Escalations and respective communications to stakeholders
Respond, resolve or triage and escalate incidents
Participate in application onboarding in order to gain functional knowledge of applications
Continuous improvement and training/knowledge transfer towards becoming subject matter expert for multiple applications
Assist and train new team members with onboarding applications to ensure support continuity and back up
Perform self-assessments by reviewing incidents escalated and proactively identify gaps in knowledge and tools needed
Utilize and maintain the support Knowledge Base for implementing solutions and documents new solutions
Work with management and business to prioritize and resolve incidents within the designated application service level objectives/ expectations
Liase with team members, Service Engineering (L3) or the application development teams to provide users with updates to resolutions when requested
Excellent and proven Customer Service
Excellent problem solving, analytical and time management skills
Ability to multi-task and switch between tasks quickly and smoothly
A strong desire to learn and expand their technical knowledge
Ability to work autonomously and exhibit excellent judgment
Ability to work effectively under pressure to meet deadlines and resolve urgent incidents
Ability to break down complex problems and provide expert advice on DI Applications
Ability to take ownership of technical incidents and work with applications teams
Excellent writing and editing skills for technical documentation
Environment and motivation suitable for doing 24/7 on-call support when assigned
Required: 3-5 years’ experience in hands-on advanced IT support (Level 2+)
1+ years’ experience in the software development life cycle including business analysis and deployment
Required: Knowledge of Windows and general desktop & server support issues
Knowledge of MS Office, inclusive of Visio, Frontpage, Sharepoint,
Highly Preferred: Knowledge and experience working with Sitecore, .NET, HTML technologies
Highly Preferred: Knowledge and experience working with VM Fusion, VM Parallels, MAC OS, IIS, XML, CMS
Highly Preferred: Knowledge and experience working with VB.NET, ASP.NET and C Sharp
Highly Preferred: Knowledge and experience working with IIS
Highly Preferred: Knowledge of the ITIL Framework
Required: In depth knowledge of SQL including scripting
Required: Knowledge of Integrated systems and applications
Preferred understanding and experience specifically in music metadata, repertoire management, or content management systems
Highly Preferred: A good level of understanding Dev Ops activities including Cloud operations, Network and Server configuration

Senior Application Support Analyst Fund Accounting Resume Examples & Samples

Bachelor's degree in computer science or a related discipline, or equivalent work experience required,
Advanced degree is beneficial
8-10 years of diverse experience in multiple areas of information technology required
Experience with managing vendor hosted solutions (SAAS) as well as vendor software that resides on in-house servers
Ability to lead a technical team to diagnose issues across the entire IT realm, Server, OS, Storage, Application, Database, Networks. Then working with the team ensure a return to business as usual
Experience communicating, verbal and written, with all levels of the organisation, from technical to Snr Mgmt
Experience with change, incident and problem management processes and tools
Technical experience with distributed system architecture and infrastructure (virtual and physical servers, F5 load balancers such as ESX, Linux, Solaris OS and storage IBM XIV)
Experience with application architectures
Experience with global applications that support global user base, high transaction volumes, Linux based distributed architecture , Oracle DBMS
Experience with managing changes to applications and their environments
Experience planning, designing and implementing automated testing
Experience in the securities or financial services industry is a plus
ITIL certification or experience in an ITIL standard environment
Experience with production incident management

Senior Application Support Analyst Resume Examples & Samples

3+ years experience in Level 2 application support or related function that includes deploying, configuring, maintaining, supporting and optimizing applications in a production environment
2+ years hands-on experience using UNIX, SQL, PL/SQL, FTP/SFTP, scripting and other languages
2+ years experience with Automic or similar job-scheduling/automation tool(s)
2+ years experience working with ServiceNow or other ticketing system
Experience in programming code analysis and system integration analysis
Superior analytical skills

Senior Application Support Analyst Resume Examples & Samples

Proactively and expeditiously identify, diagnose, take corrective action and resolve application system incidents and problems
Proactively develop monitors and analyze system performance to ensure high availability
Document, communicate and escalate technical issues, manage to resolution and articulate business impact
Conduct root cause analysis of application system problems in a timely and effective manner
Provide 24x7 on-call support through a rotational schedule
Create and maintain application system documentation (e.g. knowledge articles) to enable Level 1 and Level 2 supportability
Manage service request queue Monitor and fulfill business and product support requests
Collaborate closely with application development to understand the architecture and design and as warranted submit change requests for system improvements
Participate in planning sessions regarding application, hardware and software changes. Actively engaged in pre- and post- implementation reviews
Ensure infrastructure and application, as well as IT processes and procedures, meet strict security requirements and comply with IT Risk Management guidelines
Monitor and measure production system performance and growth on an ongoing basis,
Focus on Customers understanding how specific actions link to customer impact; ensures the customer’s needs and impact on the business are at the forefront of all decisions and actions
Desired to have software/application support experience including deploying, diagnosing, and debugging complex Windows .NET/IIS and SQL Server based or internet-based applications
Working Knowledge of application SQL Server functions, functional knowledge of databases with the ability to execute queries, joins, stored procedures and triggers
Minimum of 5 years or relative experience supporting or developing .NET web applications
Experience working with XML
Experience with Web Services integration (SOAP, REST)
Demonstrated technical aptitude, strong analytical and troubleshooting competencies
Must be willing to work some nights and weekend on-call support one or two weeks per month
SPLUNK Monitoring Tools
Ready API/SOAP UI Test & Validation Services
ServiceNow IT Service Management and Incident Management Tools
Zenoss/SCOM monitoring tools
ITIL experience or certification
Microsoft IIS experience

Senior Application Support Analyst Resume Examples & Samples

Candidate must be able to provide effective production Level 2 support coverage, be extremely hands on in the areas of Ab Initio, Informatica, Unix, TWS, and SQL and possess excellent communication skills
The candidate must demonstrate the ability to resolve problems, escalate issues, clearly communicate with the users and other teams, and effectively manage priorities and expectations
Provide Level 2 technical support to internal customer base in the bank
Candidate must use effective research, solution analysis, effective written/verbal communication and problem solving skills
Candidate must be able to prioritize workload, providing timely and accurate resolutions. Perform in-depth research and identify sources of production issues
Run books for target systems in place, documenting procedural information to enable non-dedicated personnel to initiate & conduct trouble shooting, perform standard procedures and manage the run-time environment on an ongoing basis
Candidate should be able to work under minimum supervision, take overall responsibility of team operation during team manager’s absence
Analysis and trending of incidents, root cause and other MI to allow improvement initiatives to be incepted and delivered in conjunction with Service Engagement Managers

Senior Application Support Analyst Resume Examples & Samples

Willing to work till 21:00 hrs CST (2nd shift) and weekend shifts( Monday – Friday / Tuesday –Saturday / Sunday- Thursday)
Keep schedules, make tight deadlines, work timely and independently. The expectation is that this person will be responsible for day to day operations keeping the system healthy
Send out timely and effective user communications
Prioritize or engage management in situations when prioritization is a challenge
Lead meetings and triage calls
Identify incident root cause and corrective actions
Implement automation and performance improvement
Day to day task requires the ability to solve production down situations under tight SLA deadlines. Root cause and problem resolution follow-up
Production support experience Preferably
Ability to communicate well to other members across the verticals
Hands on experience with Unix and Shell Scripting
Hands on experience with Database (Oracle & SQL Server)
Experience in monitoring tools like ITRS Geneous
Experience in Job scheduling tools like Autosys or Control M
Aware of ITIL concepts like Incident and Problem Management
Financial domain support experience is preferable

Senior / Application Support Analyst Resume Examples & Samples

Support JDE/Kinaxis/BI Reporting & project implementation. Report to IT Solution Manager
Work with various division/department to collect Business Requirement and Conduct Business Analysis (BA) workshops
Work closely with IT Solution Manager to define project deliverables, schedules & help to identify/leverage resources in order to meet project objectives
Provide BA report (consists of all current processes & to-be-model), Gaps Analysis, Decision Document, Business Requirement Documentation (BRD), Test procedure (Doc 28)
Provide solution walkth’ru and conduct Conference Room Pilot session
Provide sound system solution impact / risk assessment in related to change request in highly integrated application environment
Provide consultation to end-users in the area of automated systems
Communicate project status and issues to the IT Solution Manager to ensure timely resolution and achievement of project milestones
Acts as liaison between IT Division and end-users to resolve procedural questions
Additional duties as assigned

Senior Application Support Analyst Resume Examples & Samples

Working knowledge of Microsoft Office, including Outlook, Word, PowerPoint, and Excel
Strong organization and detail-oriented skills
Ability to meet deadlines and to set and achieve objectives
Ability to multi-task effectively
Strong oral and written skills
Customer support experience a plus

Senior Application Support Analyst Resume Examples & Samples

Establish and maintain strong collaborative partnerships with peers, management, internal and external partners/ vendors/suppliers to optimize operational activities and understand impact on DCPI systems and operations from external projects
Knowledge of application monitoring and management tools such as CA Introscope, HP Business Systems Monitor (BSM) and/or IBM Tivoli
Experience with the Disney Consumer Products & Interactive Media Licensing systems or experience in another licensing environment

Senior Application Support Analyst Resume Examples & Samples

Work with the application support team to resolve issues/tickets in a timely manner and track the progress of Requests to completion
Ensure the status of the tickets is current in the tracking tool, including follow up requests from the client
Provide effective client communication during regular updates or escalate when appropriate
Processing of all Problem, Major and Standard Incident, and Change Requests
Daily status check and handover duties to enable the follow-the-sun support model
Prioritization and escalation to appropriate development / client / management groups when appropriate
Ability to delve deep into the code structure to understand complex algorithms and troubleshoot system /data problems
Provide technical oversight across systems and applications; leverage skills across team and department
Partner with development team to develop strategy regarding overall architecture and infrastructure
Interact with business users daily to decipher Finance terminology & ensure users receive assistance in understanding application’s logic / calculation processes in production
Responsible for system availability / stability within the production environment to agreed business levels
Working with the Development team to understand design structure and upcoming changes that require active support and to coordination/orchestrate the production runs for different internal and regulator provided scenarios
Be prepared to work out of hours and weekends to support upgrades and new releases to the application
Manage and review approved updates to all Support Knowledge Base documentation
Knowledge of generating trending reports from AutoWatch / ServiceNow / AppDynamics for proactive process diagnostics
Involved in extensive Data Profiling for Month on Month Key Indicator analysis, to pro-actively identify issues in the Month-End Runs
Track / Trend Application performance and Support issues for weekly and monthly reporting
6 years of experience in a technical Support environment
4 years of experience operating as Team Lead
2+ years experience with Oracle and Sybase SQL script query composition
2+ years experience with Ab Initio graph operation in UNIX – Advanced Support skills
Advanced Autosys / Autowatch analysis and reporting skills
A good academic background, with at least an under-graduate degree

Senior Application Support Analyst Resume Examples & Samples

Stakeholder Management & Leadership
Provide day-to-day technical leadership and direction to a production support team dedicated in supporting the application
He/She would be required to work and communicate to senior stakeholders from various teams, RTB, BTB and other project areas
Serve as a team representative on leadership groups requiring team leader participation
Clearly and effectively communicates difficult or complex ideas to stakeholders, peers and subordinates
Decision-making & Problem Solving

Senior Application Support Analyst Resume Examples & Samples

Adhere to PE Technology Problem Management Process and provide high-level support to our users via our 24x7 “follow-the-sun” support model
Co-ordinate and promote the effective functioning of problem management activities across all of SS&C’s support teams
Provide Level 2/3 Application Support for complex internally and externally developed applications
Co-ordinate the planning and execution of application/infrastructure releases and configuration changes
To examine potential areas for Service Improvement and raise proposals with the Application Support Manager
Provide technical leadership and be a positive influence on all team members
Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth usage and trend analysis
Maintain a technology run-book that captures the entire technology support landscape for each application with particular emphasis on troubleshooting, monitoring and maintenance
Manage all PE Technology policies and processes in relation to change control, security and auditing, release, configuration, problem and incident management
Maintain positive working relationships with internal departments as well as 3rd party vendors and hosting providers
3+ years in an Application Support role. 8+ years total experience in technology
Thorough understanding of the processes and procedures required to support a 24x7, “follow-the-sun” support model
Skilled at comprehending, troubleshooting and resolving complex technical issues across a tightly-integrated, industry-leading technology platform
Ability to design, create and implement mid-level complexity scripts to facilitate automated monitoring and report generation
Excellent verbal and written communication skills and the ability to interact professionally with a global group of managers, stakeholders, developers, and subject matter experts
Strong at designing and implementing processes and the management of the projects necessary to accomplish this
This is a support role so a willingness to work outside of normal business hours including weekends is a requirement
Experience in software development/coding

Senior Application Support Analyst Resume Examples & Samples

4+ years work experience that reflects a proven track record or proficiency in the competencies noted
Medicaid and Medicare knowledge
QNXT contract and configuration knowledge

Senior Application Support Analyst Resume Examples & Samples

Maintain availability of the production applications within defined SLA’s
Troubleshoot and resolve all incidents/service requests with defined SLA’s. Ensure timely actions and/or engage responsible team for any issues
Lead the Root cause analysis investigation for all incidents and ensure permanent remediation is completed
Initiate and implement timely changes to address operational gaps and root cause fixes
Provide 24x7 application monitoring & support based on best practices and industry standards and proactive guidance
Coordinate system/network infrastructure teams, application architects and developers, and others to create and maintain high performance end-to-end production solutions
Perform performance tuning, trend & capacity analysis, and system optimization
Work with business leaders to understand business processes and needs, now and in the future, and identify opportunities to improve operations service continuously
Communication with vendors and liaison with other ITS teams
Good working knowledge of ITIL best practices in your past experience
Undergraduate degree or equivalent, and 5+ years of applied technical experience
Strong experience with production application support and development
Java Knowledge would be an assert
PHP Knowledge would be an asset
Strong working skills in UNIX systems and Windows Server OS
Knowledge of Oracle Database, MySQL, J2EE, Apache, IIS, Web Services and Load Balancing would be an asset
Experience developing automation tools with UNIX Shell Script and Windows PowerShell Script
Strong analytical skills, specifically around trends analysis and performance and availability monitoring

Senior Application Support Analyst Resume Examples & Samples

SQL Server technologies (MS SQL / Oracle )
Windows scripting (PowerShell, Lua , FTP)
Following Applications ;-

Senior Application Support Analyst Resume Examples & Samples

Minimum of 6 years’ experience working in a financial services environment
Episys experience is a plus
Experience in Lending is preferred
Excellent knowledge of the financial industry as it relates to banks and credit unions
Experience with training customers or clients to use specific products
Able to provide outstanding customer service as set forth by corporate policies and standards
Demonstrate excellent organizational and time management skills
Prepares the customer for the installation, takes the customer through the installation process, and provides training or support to the customer post-installation
Provides software support/guidance by answering questions on functions, features and usage of software products. Support may be at the customer site or remote
Communicates the customer’s needs/expectations with programmers, other team members and team leader

Senior Application Support Analyst Resume Examples & Samples

Provide support for mission-critical GDS applications which interact with all the FO Trade capture systems and Risk systems across multiple asset classes
8 years’ experience working in a support environment
Scripting/Automation experience with Perl, Python, Java, C#/C++
Experience working in a Rates Front Office or other Markets oriented production support desk and responsible for ensuring high availability / mission critical trading environment
Demonstrated ability to efficiently troubleshoot in time critical scenarios
Experience/knowledge of supporting a Commodities business and ability to show deep and wide ranging support expertise in Openlink and be able to show how they have managed large scale stability issues and outages is essential Skills

Senior Application Support Analyst Resume Examples & Samples

Providing leadership and direction on global process standards within the region
Chairing Change Advisory Boards (CABs) for sector businesses
Maintaining a Forward Schedule of Change for clients
Managing and prioritizing change conflicts in terms of change scheduling
Managing sensitive change freezes in-line with Citi business priorities
Communicating process changes and updates to the businesses in the region
Scrutiny of high priority and/or high risk changes
Carrying out Post Implementation Reviews (PIRs) of changes
Identifying and defining standard changes and acting as the formal approval of those within a given sector
On-going review of risk management strategies within the region with respect to change management
Providing information, and where appropriate, training on process and the service management tool
Demonstrable continual process and service improvement
Show initiative and be able to work on their own
Pro-active, can do approach
Personal commitment
Dynamic, enthusiastic, confident, reliable team member
Working experience in IT Operations, and 2 years within a change management background
Ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
Demonstrable ability to multi-task and prioritize effectively
Strong communication (verbal and written) and presentation skills
ITIL Foundation Certified
Experience of establishing a new ITIL process within an organization, including successful stakeholder management experience
Educated to university degree level
Project Management certification and/or proven track record
Experience dealing with infrequent requests from auditors and regulators

Senior Application Support Analyst Resume Examples & Samples

1 – 2 years commercial experience of working in a web application development and support environment
Experience in a customer facing global eCommerce environment
Ability to thoroughly research issues before escalating to the development teams
Experience in working with relational databases (Oracle and SQL)
Experience of AWS
Knowledge of web content management systems preferably Liferay
Experience of front end web technology HTML, CSS,
Demonstrable experience of; Java/J2EE, JSP, Servlets, XML and JavaScript
Experience of some or all of the following frameworks; Spring 3.0 and jQuery
Experience in the following scripting languages; Perl, Bash
Experience of Unix (Solaris or AIX) within a distributed architecture
Knowledge of Windows XP, Citrix and Windows Server technology
Proven ability to self-manage and perform within a team
Good knowledge of web and application server principles and experience of Websphere and Sun One
Knowledge of content management system principles
Knowledge of testing methodologies
ITIL foundation preferable but not essential

Senior Application Support Analyst Resume Examples & Samples

Providing leadership and guidance to the team
Change& Release Management
Knowledge Management (through Wiki and Training Sessions
Special projects (around Continuity of Business/Disaster Recovery, MIS Reporting, Automation, Server Migrations
Work closely with first level support, development teams, infrastructure teams and the GSM business
Manage daily processes ensuring completion to service level agreements
Effectively communicate issues and status updates with business users, first level support, and development teams
Ensure the stability of the applications by pro-actively seeking ways of ensuring stability
Provide support to AD teams to ensure that changes can be placed into production and supported
3 - 5 years experience working in a support environment

Senior Application Support Analyst Resume Examples & Samples

Develop and understanding of the data models and how real life scenarios map to the data in the models
Conduct root cause analysis and correlation of other system and/or application problems of moderate complexity
Regularly communicate and share knowledge with the rest of the team
Excellent communicator with a supreme command of the English language both written and verbal
Excellent analytical thinking and problem solving capability
Strong attention to details and methodical in approach
Ability to extract relevant details to address a problem and have the initiative to derive those missing details that can be discovered
Strong focus on customer service
In depth understanding of IP networks and networking infrastructure
Scripting skills (Python preferably)
Degree or higher in Computer Science, Computer Engineer, IT or any related fields
3+ years experience in a 2nd or 3rd level support position for complex applications or a customer facing support role

Senior Application Support Analyst Resume Examples & Samples

Consults with Enterprise, Segment and Business Unit IT teams on business needs, functional and technical requirements, goals/objectives and recommends new and/or existing business solutions where applicable
Performs the business and user needs analysis; documents the requirements and translates those requirements into the proper system requirement and functional specifications
Leads the development of Finance functional specifications for enhancements, projects, discovery efforts and RFPs based on Enterprise/Segments/Business Units requirements, standards and strategies
Participates in vendor conferences, user groups and other communities in support of existing and proposed Finance applications
Evaluates proposals and recommends the selected services or products to the appropriate management entity
Researches; communicates and documents customized application requirements, including costs, while providing recommendations and alternative solutions where applicable
Collaborates with the Project Management Office and the supplier to define project schedules related to changing, testing and implementing new or enhanced services, and to ensure standard processes (e.g., change management, release management, testing, etc.) are applied consistently
Collaborates with the Site Sustainment team and Segment/Business Unit IT to select cost-effective solutions, utilizing existing enterprise-wide applications
Acts as business/systems analyst to manage minor and major enhancements, as well as, new projects resulting in future supported applications
Creates test plans and communication strategies, use cases, conduct Systems Integration Testing, Regression Testing, backend support and Stress Testing for assigned applications, while assisting the business with User Acceptance Testing
Develops and executes required test scripts, traceability matrix, assist business and technical team to triage discovered/reported defects through resolution, perform quality assurance, negative and boundary testing, and document testing results
Updates support model, requirements, functional design specifications and other documentation to accurately reflect the current application functionality, including, but not limited to, functional specifications, user guides, business contact information, and other documents as deemed necessary
Assists business and technical support team with application incident resolution, triage, and quality assurance testing as required
Leads the business and systems analytics of Disney’s Finance applications in collaboration with Enterprise, Segment, BU, Enterprise IT leaders and Supplier(s) for outsourced and in-sourced service delivery, and in preparing functional requirements application software, processes and servicesAligns Enterprise IT Application Services strategies with the Enterprise, Segment, and BU IT strategies by collaborating with Segment, BU and Enterprise IT leaders for outsourced and in-sourced services
Partners with the technology team to assist in researching industry direction related Finance processes and related functionality
Ensures defined Enterprise IT strategies are incorporated within major business initiatives and/or objectives
Educates Enterprise, Segment, and BU IT groups about Enterprise IT strategies

Senior Application Support Analyst Resume Examples & Samples

Act as spokesperson for City of Hope activities, as requested
Participate in meetings, search committees, task forces, and other special projects
Maintains a positive image when dealing with executive staff, donors, prospects, fundraisers and other City of Hope employees
Practices a high level of integrity and honesty in maintaining confidentiality
Bachelor’s Degree, preferably in instructional technology or an education-related discipline required
Must be proficient in MS Office Suite
At least 5 or more years of demonstrated Blackbaud CRM experience in training and/or instructional design
Instructional lead experience and instructional design experience with LMS, e-learning tools like Captivate or similar tools
Prior experience interfacing with Business Executives and Professionals

Senior Application Support Analyst Resume Examples & Samples

Must have at least five (5) years of experience in working as a lead/supervisor of application support role
Must have at least five (5) years of hands-on experience in web development, web services and programming using.NET, C#, ASPX, XML, SOAP, Rest, Java Script and SQL
Experience with multiple applications servers (IIS is Mandatory, Websphere, Jboss, Tomcat, Weblogic) and RDBMS (SQL server or Oracle) is preferable
Intensive exposure on Windows platforms and knowledgeable on other platforms like Linux, Unix
Must have a hands-on experience in supporting an application in a “Software as a Service” type of environment
ITIL Knowledgeable; Certification is a Plus
Excellent communication skills in translating technical jargons into business user level communications for internal non-IT Associates and Customers
Experience in investigating complex/critical issues and providing root cause analysis
Proficient in performing multiple tasks, working on multiple projects simultaneously and dealing with changing deadline, as required
Ability to work with multi-cultural work groups at different time zones
Strong analytical and problem-solving skills leading to practical application
Qualitative and quantitative analytical skills required
Proficient in performing multiple tasks, working on multiple projects simultaneously and dealing with changing deadline as required
Bachelor Degree in Computer Science, Information Systems or other related field or equivalent work experience

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