Application Support Analyst

Job Description

Location: Canton, MA or Bolingbrook, IL

In this position, you'll be based in the Canton or Bolingbrook office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

Computershare has an exciting opportunity for a permanent full-time Application Support Analyst to join our Computershare Communication Services (CCS) team.

A role you will love

As an Application Support Analyst, you will be responsible for the support and maintenance of a broad suite of applications and automated processes within our Global Computershare Communication Services (CCS) business. You will also be responsible for the triage & resolution of software support and data processing issues, often coordinating the involvement of multiple technology teams, including infrastructure and development services.

The applications supported range from in-house developed systems (global and those developed by the CCS development team) to third party software spanning multiple technology frameworks. You will work closely with support and infrastructure teams in Computershare Technology Services (CTS) and the CCS development team, utilizing the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services/applications into the production environment.

Other key responsibilities include:

• Ensuring systems are maintained and managed within agreed service level and in line with company policy or standards.
• Playing an active role in the Incident, Problem and Change Management processes ensuring continuity of service.
• Undertaking reviews to identify defects and ambiguities in requirements, designs, specifications & test cases
• Driving process improvement, consistency, and global alignment throughout the group.
• Making use of automation, capacity and configuration management, monitoring solutions and other relevant tools and techniques.
• Proactively building professional relationships with other technical teams and key business stakeholders.
• Acting as a business partner to support the business objectives.
• Supporting IT assurance and compliance processes while effectively managing risk within the Application Support Group.

What will you bring to the role?

• 2+ years' experience of working within an Application Support role or similar which is aligned to the ITIL framework, especially Incident, Problem, Change, Transition & Business Relationship Management
• Understanding of technologies such as MS Windows, MS Server, Azure, Active Directory, SQL or equivalent
• In-depth knowledge of Application Support techniques and best practices
• Understanding of industry direction and best practices
• Passionate about good customer outcomes and service excellence
• Knowledge of service governance processes and the ability to understand risk to services
• Good understanding of IT compliance, Information security and audit
• Experience developing and maintaining business relationships aligned to operating agreements and KPIs

Bonus points if you have:

• Experience in service delivery in a B2C environment with tight SLAs
• Experience operating in IT roles in a Communications industry and market

Rewards designed for you

Paid parental leave, flexible working and a caring and inclusive culture

Health and wellbeing rewards that can be tailored to support you and your family, including paid time off, observed holidays, medical, dental and vision plans

Invest in your future with 401k matching, setting aside salary to purchase shares in our company and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter

Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub

Compensation. The typical base pay range for this role is $73,000-$105,000 for Massachusetts and $70,000-$100,000 for Illinois.

Computershare will use data analytics and artificial intelligence systems to help recruiters analyse and assess candidate and application information. These systems make our application and review process more efficient and assist our team in identifying candidates based on professional qualifications, skills and experience commensurate with the role applied for. All outputs from the systems are evaluated by our recruiters and are not the sole source of whether to consider a candidate for employment.

#LI-Hybrid

About Us

A company to be proud of

We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

Fairness and culture

We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.

About the Team

We're one of the world's leading essential communications businesses with over 30 years' market experience and expertise in the latest technologies. Our communications team design, create, deliver, receive, store and manage business critical communications that enhance customer experience and improve communication effectiveness for our clients.

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