The Applications Support Analyst is responsible for providing functional and technical support to users for applications or systems.

• Provide functional and technical analysis.
• Troubleshoot and resolve escalated tickets and communicate the solution to customers via the Service Desk or other support personnel.
• In senior level roles: Serve as a subject matter expert.
• Develop or adapt training material.
• Negotiate with vendors.
• Gather and validate change requests and bug fix requirements and liaise with Development team.
• Assist with testing of new application functions, releases and promotions.
• Liaise with AODC and other business application groups on day-to-day operations.
• In Functional Support Analyst role: Answer, analyze and provide quality checks for incoming tickets and route them appropriately.
• Liaise with Service Desk on ticket auto-assignment.
• Coordinate with Service Desk for new applications and module decision tree configurations in Remedy.
• Produce metric reports on incoming tickets.
• Provide governance to ensure tickets are fixed on time.
• Organize ad-hoc backlog campaigns.
• In Technical Analyst role: Respond to ALM tickets on reported system bugs and enhancements.
• Liaise with the Functional Analyst on reported system issues.
• Work with the data centers and monitor the performance of the systems.
• define the technical solution with the Architecture team to meet business requirements, as well as the project plan, resources, schedule, and budget required to deliver the solution.
• Manage the execution of application upgrades and organize the transition to Service Operation.
• Manage the L3 development teams.
• Provide system monitoring and performance.
• Maintain the systems' technology stack.
• Operate within the Security operations standards and guidelines.

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