Application Support Analyst II (Remote)

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Written by AI from the job title and company, not by First Citizens Bank, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Application Support Analyst II at First Citizens Bank plays a crucial role in maintaining the functionality and performance of various applications that support business operations. This position involves troubleshooting, incident resolution, and providing ongoing support for end-users. The analyst will be responsible for ensuring application availability, optimizing configurations, and collaborating with development teams to enhance system performance. Additionally, the role requires effective communication with stakeholders to understand their needs and offer tailored solutions.

Job Responsibilities

• Provide tier 2 application support, addressing escalated issues from users and ensuring timely resolution.
• Monitor application performance and conduct regular health checks to identify potential concerns.
• Collaborate with software developers to diagnose and resolve application defects.
• Assist in the implementation of application updates and enhancements.
• Maintain comprehensive documentation of application configurations, troubleshooting steps, and user guides.
• Engage with internal stakeholders to gather requirements and convey system changes.
• Train and support end-users in the effective use of applications.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2-4 years of experience in application support or a similar role.
• Strong analytical and problem-solving skills with a focus on customer service.
• Experience with database management and SQL querying.
• Familiarity with application monitoring tools and incident management systems.
• Excellent verbal and written communication skills.

Technologies & Tools

The Application Support Analyst II will utilize a variety of technologies and tools, including but not limited to application monitoring and performance management systems, databases (e.g., SQL Server, Oracle), incident tracking software (e.g., ServiceNow), and ticketing systems. Familiarity with programming languages and scripting can also enhance the support capabilities for application troubleshooting and automation tasks.

Ideal Candidates

Ideal candidates for the Application Support Analyst II position are individuals who thrive in dynamic environments and possess a strong customer service orientation. They exhibit critical thinking skills and are adept at managing multiple tasks to meet deadlines. Successful candidates demonstrate a proactive attitude towards continuous learning and improvement, as well as the ability to work collaboratively with cross-functional teams. Strong interpersonal skills complemented by technical expertise will ensure they effectively contribute to enhancing the operational success of the organization.