Application Support Analyst

Job Description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

AHEAD is searching for an Application Support Analyst to be a part of our Managed Services team. Candidates are eager to learn, customer focused, an effective communicator, self-initiating and can perform most tasks without direct oversight.

Key Responsibilities

- Support 3rd party applications and some home-grown applications
- Detailed log analysis
- Perform root cause analysis for issues / provide workarounds to ensure business continuity
- Create and document application & infrastructure requirements by working with those involved in the development of IT enhancements and changes, including Business Systems staff, developers, business stakeholders, and outside consultants as needed
- Be able to provide detailed ticket notes
- Interface with a broad range of customer departments for planning of changes and triaging application issues
- Interface with 3rd party clients when working on application issues and report delivery

Qualifications/ Technology Experience

- Minimum of 6-8 years of help desk support experience
- Min 8 years of experience in application support for ex. (SFTP, Mulesoft, MoveIT, FinOPS etc.)
- Well versed with API's.
- Experience with ticketing systems and change management required
- General Window Desktop/Windows Server support experience required
- Familiarity with Microsoft SQL would be considered a plus
- Well versed with SFTP concept.
- Familiarity with MoveIT, configuration and Automation considered a plus
- Familiarity with Tanium considered a plus
- Experience with performance monitoring tools LogicMonitor, SolarWinds, Elastic, etc.
- A college degree or equivalent in Information Systems or related field. Unique education, specialized experience, skills, knowledge, training, or certification may be substituted for education.
- Managed Services or Consulting experience is a plus

Qualifications: Soft Skills

- Technical troubleshooting and problem-solving capabilities.
- Approach projects and problems with a security first mindset.
- Superior customer service and training skills, Strong sense of urgency, ability to set priorities
- Ability to work without direct supervision.
- Organized and able to shift tasks as priorities evolve.
- Team-oriented collaborator willing to share knowledge and experience.
- Solid communicator with the ability to provide professional documentation.
- Excellent written and verbal interpersonal skills and ability to build and maintain collaborative and positive working relationships at all levels
- Skilled in achieving results in a customer centric environment

Why AHEAD

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits Include

- Medical, Dental, and Vision Insurance
- 401(k)
- Paid company holidays
- Paid time off
- Paid parental and caregiver leave
- Plus more See benefits https://www.aheadbenefits.com/ for additional details.

The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate's relevant experience, qualifications, and geographic location.

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