Net2Source (N2S) · 21 hours ago
Application Support Analyst - IV
San Francisco, CA
Full-time
Onsite
Senior Level
$85/hr - $100/hr
6+ years expNet2Source Inc. is a global leader in workforce solutions, connecting top talent with the right opportunities. The Application Support Analyst - IV will provide technical support, troubleshoot complex systems, and oversee application support, ensuring effective communication between business owners and development teams.
B2BDeliveryHuman ResourcesInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Must be willing to be on call periodically from 8am-2pm ET or 2pm-8pm ET Monday through Friday
Perform technical troubleshooting on highly complex integrated systems, including diagnostic approaches, determining root causes, and identifying solutions on a data lake house hosted in an cloud environment utilizing technologies such as R/ SparklyR, Databricks, Starburst, Collibra, Tableau, Python and/or Alteryx
Provide primary technical support to end user community for problems related to software, data issues, data communication and processing errors
Oversee application, production and/or implementation support, both technical and user, for new releases
Consult on application testing strategies, document observations and coordinate responses
Maintain project and application information including schedule, system scope, requirements, and other pertinent documentation. Make recommendations to management regarding process improvements. Coordinate the information flow between business owners and development staff. Coordinate tasks, functional reviews and application development sessions between the development site and technical work groups ensuring steps are executed timely
Documents end-user interactions into the automated call logging tools for tracking and productivity purposes
Validate proposed technical approaches to system or application problem logs and make recommendation for mediation to management
Collaborate with training team to develop and conduct end-user training sessions as well as training and user guides. Coach, mentor and assist the development of other technical support staff
May act as a team leader and coordinate assignments of other technical support staff, as well as, have accountability for the success of department functions
Leads administrative ad hoc assignments and assists with contingency testing as directed
Work with internal customers and encourage open dialogue and contributions to understand requirements, assumptions, current reality, and constraints
Develop, implement and mature support processes, procedures, and best practices to ensure efficient and effective support operations
Monitor the stability, availability and performance of CDP platform, analytics and reporting systems and related application infrastructure
Identify opportunities for process improvements and automation to enhance the efficiency and effectiveness of production support operations
Collaborate with the platform engineering, analytics, infrastructure team and product to implement improvements and ensure alignment with overall business objectives
Generate reports on support activities, system performance, and incident trends for CDP stakeholders
Develop and maintain documentation of training content, user documentation, support processes, procedures, and incident resolutions
Foster relationships with key stakeholders and user groups, deepen knowledge of evolving support needs
Collect and report on CDP platform and support services metrics
Perform other duties as assigned
Qualification
Required
Must be willing to be on call periodically from 8am-2pm ET or 2pm-8pm ET Monday through Friday
Perform technical troubleshooting on highly complex integrated systems, including diagnostic approaches, determining root causes, and identifying solutions on a data lake house hosted in a cloud environment utilizing technologies such as R/ SparklyR, Databricks, Starburst, Collibra, Tableau, Python and/or Alteryx
Provide primary technical support to end user community for problems related to software, data issues, data communication and processing errors
Oversee application, production and/or implementation support, both technical and user, for new releases
Consult on application testing strategies, document observations and coordinate responses
Maintain project and application information including schedule, system scope, requirements, and other pertinent documentation
Make recommendations to management regarding process improvements
Coordinate the information flow between business owners and development staff
Coordinate tasks, functional reviews and application development sessions between the development site and technical work groups ensuring steps are executed timely
Documents end-user interactions into the automated call logging tools for tracking and productivity purposes
Validate proposed technical approaches to system or application problem logs and make recommendation for mediation to management
Collaborate with training team to develop and conduct end-user training sessions as well as training and user guides
Coach, mentor and assist the development of other technical support staff
May act as a team leader and coordinate assignments of other technical support staff, as well as, have accountability for the success of department functions
Leads administrative ad hoc assignments and assists with contingency testing as directed
Work with internal customers and encourage open dialogue and contributions to understand requirements, assumptions, current reality, and constraints
Develop, implement and mature support processes, procedures, and best practices to ensure efficient and effective support operations
Monitor the stability, availability and performance of CDP platform, analytics and reporting systems and related application infrastructure
Identify opportunities for process improvements and automation to enhance the efficiency and effectiveness of production support operations
Collaborate with the platform engineering, analytics, infrastructure team and product to implement improvements and ensure alignment with overall business objectives
Generate reports on support activities, system performance, and incident trends for CDP stakeholders
Develop and maintain documentation of training content, user documentation, support processes, procedures, and incident resolutions
Foster relationships with key stakeholders and user groups, deepen knowledge of evolving support needs
Collect and report on CDP platform and support services metrics
Perform other duties as assigned
Utilizes highly specific technical skills to identify and troubleshoot technical issues with multiple electronic access platforms including software and hardware issues in support of end users
Provides analysis on software defects and recommends mitigation strategies or remedies to management
Lead the planning and implementation for Bank or System automation projects
Typically has 6+ years of experience
Extensive technical knowledge of computer hardware and software, operating systems, browsers, Internet navigation, data, Databricks, Starburst, Collibra, R/SparklyR, Python, Alteryx, SQL, etc
Ability to perform involved, independent research and develops highly creative work products and proposals
Knowledge of complex procedures and practices of a specific function, service, or related department, i.e., Supervision and Regulation
Demonstrates a high degree of creativity in addressing problems/issues and opportunities
Strong verbal and written communication skills with an ability to present/facilitate effective training sessions
Demonstrated concentration on customer service orientation
Ability to work effectively in a highly matrix or virtual organization
Strong experience in Agile delivery, requirements engineering, backlog development and refinement
Strong experience in stakeholder engagement
Experience working with distributed teams, and providers of software solutions
Broad knowledge of application and data modelling techniques with the ability to identify root cause issues and appropriate solutions
5+ (Senior level) / 9+ (Advanced level) years of relevant experience
Strong experience working in Agile environment/SAFe framework and agile management tools like Jira
Excellent analytical and design skills
Ability to facilitate and help resolve of complex conflicts
Ability to articulate technical concepts to all audiences; technical writing expertise
Ability to be flexible and pivot to competing priorities at any given time
This position requires access to confidential supervisory information, which is limited to 'Protected Individuals.'
Preferred
CBAP, Agile Analysis Certification or similar certifications preferred
Company
Net2Source (N2S)
Net2Source (N2S) is a Minority owned global workforce solutions company recognized by SIA as the largest and fastest-growing Total Talent Solutions provider with a presence in 34 countries and in-house Glo-Cal (global and local) teams to support our clients.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashish Garg
Founder & CEO
Company data provided by crunchbase