Application Support Analyst

The Role

The Application Support Analyst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms. 

How You Will Contribute

• Analyze, understand and reproduce situations existing within Bottomline products
• Define and request configuration and code solutions
• Deliver high quality technical directives
• Follow-up, resolve or escalate of cases using ITIL procedures
• Track, describe and update the cases in our ITSM management system
• Communicate clearly with the different internal, third party and client teams
• Manage multiple cases in parallel
• Be part of the 24/7 OnCall rotation

If you have the attributes, skills, and experience listed below, we want to hear from you.

• Experience with Linux machine operating systems & Scripting
• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
• Experience with Knowledge base management using KCS methodology
• Proficiency of SQL queries
• Knowledge of Fintech environment would be an advantage

Personal Attributes

• Proven analytical and problem-solving abilities.
• Ability Prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment
• Self-motivated and directed.
• Multi-tasking abilities

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