Junior Application Support Analyst

  • location: Jacksonville, FL
  • type: Permanent
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job description

Junior Application Support Analyst

job summary:
Seeking a Junior Application Support Analyst with strong customer service skills to provide application support to our rapidly growing International Banking/Asset Management customer base. Applicant should possess understanding of UNIX, SQL, and Relational Database Management Systems. Must have an excellent technical background, good work ethic, and strong communication skills. Position requires little to no travel, offers excellent growth potential, and is a good opportunity to learn financial back office knowledge

 
location: Jacksonville, Florida
job type: Permanent
work hours: 9am to 5pm
education: Bachelors
 
responsibilities:
  • Provide high quality customer support, by interpreting customer queries

    and problems, gathering information to investigate via phone or remote

    modem access, debug, replicate, test, document results, writing and

    changing documentation when required.
  • Ensure all support issues are fully logged and documented on a problem

    management system, and ensure that all issues are fully managed,

    including regular customer updates. Analyst must ensure that all issues

    assigned are fully managed without exception.
  • Required to fully document all calls to support standards, and investigate

    through to successful resolution a high level of complex support calls, and

    ensure customer satisfaction is achieved and maximised at all times.
  • May be required to attend customer sites occasionally, as and when

    required. Therefore must have good customer-facing communication skills,

    and have excellent telephone manner.
  • Proactively contribute to the overall support process, by suggesting &

    executing new process efficiencies, documenting common support issues

    and workarounds to a customer level, to minimise number of future

    support calls received.
  • Provide material and input into the global Support Intranet site, and the

    Customer Zone on the company product website, to enable analysts and

    customers alike to remain fully informed of the latest product

    developments and issues
  • Review and sign off support acceptance of new product releases,

    applications and solutions, performing installation and new functionality

    review required.
 
qualifications:
  • Proven customer support experience, and good telephone manner.
  • Proven analytic problem solving and IT background.
 
skills:
  • Proven customer support experience, and good telephone manner.
  • Proven analytic problem solving and IT background.
  • Must demonstrate the ability to learn new applications quickly and to

    the detail required.
  • Intermediate knowledge of UNIX (should possess junior administrator

    skills) - e.g. directory navigation, VI editor, use of cron, etc.
  • Intermediate knowledge of SQL - e.g. able to form complex database

    queries in order to progress support call investigations
  • Intermediate knowledge of RDBMS, with experience in at least one of

    Oracle, Sybase. - e.g. understands indexing, standard database

    optimization, backup and recovery etc.
  • Interest in and business knowledge of Banking Back Office

    environments also desired
  • Work well in a team environment, and take full ownership of application

    support calls assigned
  • Excellent written and verbal communication skills
  • Intermediate to expert knowledge of C/C++ and/or Java
  • Intermediate knowledge of WebSphere, JBoss, or WebLogic a plus
  • Reconciliation knowledge is a plus.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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