Primary Role

Support Analyst (SA) in Application Management & Support (AMS) space need to provide operational and technical support to the users of business applications to ensure that the business benefits of applications continue to be achieved throughout their lifetime.

Professional Responsibilities

Provide operational and technical support to the users of business applications.
Analyzes existing programs or formulates logic for new systems, devises logic procedures, prepares flowcharting, performs coding, and tests/debugs programs.
Develops conversion and system implementation plans.
Prepares and obtains approval of system and programming documentation.
Works on problems of moderate scope in which analysis of situations or data requires a review of identifiable factors.
Exercises judgment within defined procedures and practices to determine appropriate action.
Fully adhere the Service Level Agreement (SLA) of the in-charged support.

Education/Training

Bachelor's Degree in Computer Science/IT.
The non-BS candidates might be considered once the person is capable on both communication and technical skill, to handle well support work.

Professional Requirements

Good English skill, especially spoken English.
Ability to work independently and proactively are needed.
Ability to communicate technical information in a non-technical language to users on both spoken and written.
Ability to pick up and interpret technical information quickly.
Good analytic and trouble shooting skills
Manage own workload while working on multiple projects with multiple priorities where priorities and circumstances often change.
Good sense of customer service. Enjoy working with users and helping them to make the most of technology in order to provide a good service to their customers.
Ability and willing to take shift-work and on-call support per demand. Ability and willing to take all kind of support activities in the scope of the engagement.
Minimum 1 year of technical experience aligns with the need of the current open AMS position (Java, .NET. SharePoint, Database, Testing, etc.)
Minimum 1 year experience in support domain.
ITIL and Helpdesk (Remedy) knowledge is a plus.