Analyst Customer Applications Support
Posted on :
24-06-2024
Employer Active
1 Vacancy
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Job Description
- Provide support to internal and external customers following departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
- May act as the customer's Single Point of Contact (SPOC) and coordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the incident within the prescribed SLA when required.
- Ensure established Service Management processes and procedures are understood and followed to the highest standards and coordinate problem resolution with the appropriate resolver groups.
- Achieve the shortest service restoral time possible according to the customer contracts or SLAs by initiating timely escalations to management and/or specialized resolver groups inside SITA as per established departmental escalation procedures.
- Adhere to installation guidelines application documentation and industry best practices to deliver quality service.
- Collaborate with customers to understand documents and resolve problems to moderate complexity within the designated application.
- Conduct the analysis definition documentation and/or testing of application software changes and system enhancements.
- Assist with acceptance testing as related to customer or third-party service provider acceptance criteria.
- Collaborate inter-departmentally with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customers.
Employment Type
Full Time
Department / Functional Area
Key Skills
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