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.
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