Tier 1 Application Support

• Provide Tier One support for several applications
• These include web-based and internally customized solutions
• Required to assess the issue, resolve common problems and/or document the issue for further review
• Basic understanding of frequent problems, errors, browser issues, RAM impact etc
• Must follow-up at all times and keep users updated
• Acquire a functional knowledge of the assigned applications
• Ability to conduct demos to users and walk-through key functionality of applications
• Document issues and resolution in an issue tracking tool
• Maintain the current Knowledgbase for existing solutions and procedures, identify procedural changes and gaps and update accordingly
• Identify trends/ problem areas and elevate to management to review further
• On-Board / Off-Board users for internally managed applications
• Ensure users are assigned correct access to key approved areas
• Request vendors to assign access to users for vendor managed applications including Production Payroll Services
• Available to cover shift patterns with other team members to cover numerous time zones 7.00am onwards in 8 hr increments (The 2nd shift starts at 10am and cover is require to 7pm)
• Provide on-site support at production office in Los Angeles areas during peak times
• Business Analysis / Quality Analysis
• Knowledge of business processes
• Good technical troubleshooting skills across MAC, PC, Tablets, Mobile Phones and commonly used browsers
• Ability to gain overview of applications / processes quickly
• Excellent communication skills – written and oral – Professional business writing
• Customer service focused, confident dealing with all levels of business users
• Excellent attention to detail to identify trends (users calls), reviewing documentation etc
• Team player – ability to support multiple application owners /(Product owners)
• Flexible attitude to support peak times, deadlines and to assist team members as required

None flagged.