Senior Application Support Analyst

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🕒 Julho 29

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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OneSource Virtual

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2008

💼 Consultoria

🏥 Saúde

📦 Logística

💰 Series B em 2015-06

Consulting • Healthcare • Logistics

A OneSource Virtual é um fornecedor líder de soluções de business process as a service (BPaaS) personalizadas para clientes Workday. Eles se especializam em automatizar tarefas administrativas relacionadas à folha de pagamento, administração de benefícios e serviços de finanças e contabilidade. Com forte foco em precisão e suporte proativo, a OneSource Virtual ajuda organizações a maximizar seu investimento em Workday, permitindo que recapturem recursos internos e otimizem processos por meio de serviços especializados e tecnologia inovadora.

Descrição

• Ensure optimal performance and reliability of OneSource Virtual's enterprise application platforms. • Handle job monitoring, incident triage, ad-hoc analysis, and customer ticket resolution while coordinating with development and product teams. • Maintain accountability for work product, ensuring all support deliverables meet quality standards and customer satisfaction requirements. • Perform comprehensive job monitoring and system health surveillance for application platforms, proactively identifying performance issues and potential service disruptions. • Execute incident triage, escalation, and resolution processes while maintaining effective customer communication and expectation management. • Conduct ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence. • Collaborate proactively with development and product teams on upcoming releases. • Resolve customer ticket support operations including investigation, troubleshooting, resolution, and customer communication. • Leverage AI tools and automation to enhance support efficiency and improve incident detection and resolution capabilities. • Apply established standards and best practices consistently across all support activities, incident management, and customer interactions. • Provide innovation and process improvement recommendations to enhance support methodologies, reduce resolution times, and improve overall platform reliability. • Mentor associate and staff level teammates on technical troubleshooting, problem-solving approaches, and platform expertise.

🎯 Requisitos

• Bachelor's degree in Computer Science, Information Technology, or related technical field, or 7+ years equivalent experience. • 5+ years of technical support experience with focus on enterprise applications. • 3+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution. • Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting. • Experience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification. • Experience in Agile software development environments. • Preferred Skills: Experience with application performance monitoring tools. • Scripting and automation skills in PowerShell, SQL, or similar languages for troubleshooting and process efficiency. • Experience with AI tools for support enhancement including automated ticket routing, intelligent alerting, and predictive maintenance capabilities. • Cloud platform experience with AWS, Azure, or similar environments including monitoring and troubleshooting cloud-based applications. • Experience with ticketing systems and knowledge management platforms for efficient case management and information sharing. • Salesforce experience/certification.

🏖️ Benefícios

• Professional development opportunities • Upward mobility • Values-based culture • Opportunities of all kinds.