Application Support Analyst

GorillaWorks is seeking a talented Application Support Analyst to join our dynamic team!

Role Overview :

As an Application Support Analyst, you’ll report to the Senior Product Manager and play a key role in resolving user-reported application issues.

Your responsibilities will include investigating problems, identifying root causes, and collaborating with our support team to implement effective solutions.

You’ll manage the end-to-end issue resolution process, ensuring timely updates for users and escalating critical issues as needed.

Key Responsibilities :

• Prioritize and resolve user-reported application issues swiftly and effectively.
• Conduct thorough investigations to replicate problems and identify root causes.
• Collaborate with the support team to develop and implement robust solutions.
• Provide clear, timely updates to users regarding issue status and resolution timelines.
• Facilitate open communication within the team and with external stakeholders.
• Document resolution processes and outcomes for continuous improvement.
• Engage in regular team meetings to discuss challenges and strategies for enhancing application stability and user satisfaction.
• Identify and escalate critical issues requiring immediate attention or higher-level intervention.
• Coordinate with other IT departments for issues beyond the support scope.
• Monitor the impact of issues on system performance and user experience.

What You Bring :

• Experience : Minimum of 3 years as an Application Analyst or Business Systems Analyst, with at least 3 years of experience working in Agile environments.
• Education : Bachelor's degree in Computer Science, Computer Engineering, or a related field.
• Certifications : CSM or CSPO certification is a plus.

Skills :

• Proficiency in SQL and relational databases, with a solid understanding of data models and entity relationships.
• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication skills, able to engage both technical and business stakeholders.
• Experience with executive stakeholders and web-based SaaS products for B2B and B2C users.
• Nice to Have : Knowledge of the staffing or contingent workforce industry.

Perks & Benefits :

• Work-Life Harmony : Flexible work arrangements to support your personal and professional balance.
• Agile Environment : Collaborate within dynamic scrum teams tackling exciting projects.
• Career Growth : Access to continuous learning and advancement opportunities.
• Educational Support : Financial assistance for courses, certifications, and ongoing education.
• Competitive Salary : Regular performance reviews and merit-based pay increases, alongside generous vacation packages.
• Comprehensive Benefits : Health, dental, and life insurance packages.
• Community Impact : Engage in local initiatives through employee-led fundraising events.
1 day ago