One Source Virtual (OSV) is hiring a Sr. Application Support Analyst to lead the team responsible for the technical support and operational stability of our enterprise applications. You will foster a culture of continuous improvement while troubleshooting and resolving complex issues for both internally and externally developed systems used by our BPaaS Operations team.
What You'll Do
- Lead daily support activities and ensure compliance with Severity guidelines, support processes, and quality standards.
- Oversee the use of standard processes for the Application Support Analyst team.
- Develop an enhanced understanding of application support policies, processes, and procedures.
- Provide technical and domain expertise to the support team on system workflows.
- Directly work support tickets with end users to analyze and solve problems, recommend solutions, facilitate development enhancements, and provide timely status.
- Act as the focal point to assist the support team with ticket escalations, project work, and process guidance.
- Build and maintain effective internal relationships with Operational Leaders, DevOps, and Development teams to identify, report, and resolve issues.
- Identify opportunities to improve automated processes and functions for the Analysts.
- Deliver regular reporting metrics as defined by R&D leadership.
- Stay informed on product changes and rapidly learn information about product functionality.
- Perform projects and other activities as assigned.
- Identify emerging issue trends, communicate with relevant teams, and contribute to internal and business process improvements.
What We're Looking For
- Bachelor’s degree or 7+ years of relevant experience.
- 5+ years of Technical/Functional support of ERP systems or technical support of other complex business systems functionality, including configuration and set-up.
- 1-3 years of experience in Agile software development.
- Experience in managing relationships and SLAs with a 3rd party ticketing system.
- Ability to effectively communicate with internal agents and customers at both a technical and business level.
- Practical experience in supporting software development and existing system enhancements, including analysis, requirements gathering, use case creation, preparing documentation, developing reports, testing, and training.
- Proven experience collaborating with teams across functional areas.
- Strong ability to prioritize and manage multiple products, projects, systems, and customer issues simultaneously.
- Ability to be flexible and take on additional responsibilities where required.
Nice to Have
- Salesforce experience or certification.
Team & Environment
You will lead the team of Application Support Analysts.
Benefits & Compensation
- Values-based culture.
- Upward mobility.
- Professional development with opportunities of all kinds.
Work Mode
This is a remote position.
One Source Virtual is an equal opportunity employer.
