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Application Support Analyst
2 months ago
The Role
The Application Support Analyst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.
How You Will Contribute
- Analyze, understand and reproduce situations existing within Bottomline products
- Define and request configuration and code solutions
- Deliver high quality technical directives
- Follow-up, resolve or escalate of cases using ITIL procedures
- Track, describe and update the cases in our ITSM management system
- Communicate clearly with the different internal, third party and client teams
- Manage multiple cases in parallel
- Be part of the 24/7 OnCall rotation
If you have the attributes, skills, and experience listed below, we want to hear from you.
- Experience with Linux machine operating systems & Scripting
- Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
- Experience with Knowledge base management using KCS methodology
- Proficiency of SQL queries
- Knowledge of Fintech environment would be an advantage
Personal Attributes
- Proven analytical and problem-solving abilities.
- Ability Prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment
- Self-motivated and directed.
- Multi-tasking abilities
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
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