OneSource Virtual

Senior Application Support Analyst

OneSource Virtual

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Senior

Tech Stack

ERP

About the role

  • Lead daily support activities and ensure compliance to Severity guidelines
  • Oversee the use of standard processes for the Support Analyst team
  • Develop an enhanced understanding of application support policies, processes, and procedures to support OSV’s enterprise applications and consumers.
  • Provide technical/domain knowledge expertise to support team on system/workflow.
  • Directly work support tickets with end users as needed to analyze and solve problems
  • Be the focal point and assist the support team as needed with ticket escalations, project work and process guidance.
  • Build and maintain effective internal relationships with Operational Leaders, DevOps and Development to help identify, report, and resolve issues quickly.
  • Identify opportunities to improve automated processes and functions for the Analysts and work to ensure the fixes are completed timely.
  • Responsible for delivering regular reporting metrics as defined by R&D leadership.
  • Stay informed on product changes and rapidly learn information about product functionality.
  • Identify emerging issue trends, communicate with the relevant teams and contribute to internal and business process improvements as necessary.

Requirements

  • Bachelor’s degree or 7+ years of experience
  • 5+ years of Technical/Functional support of ERP systems or technical support of other complex business systems functionality including configuration/set-up.
  • 1-3 year's Experience in Agile software development
  • Experience in managing relationships and SLAs with 3rd party ticketing system.
  • Salesforce experience/certification preferred.
Benefits
  • values-based culture
  • upward mobility
  • professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportERP systemsAgile software developmentconfigurationset-upautomated processesreporting metricsproblem analysisworkflow supportticket escalations
Soft skills
relationship managementcommunicationteam collaborationprocess improvementproblem-solvingleadershiporganizational skillsadaptabilitycustomer serviceinterpersonal skills
Certifications
Salesforce certification