IT Application Support Analyst

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 30 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver. 
We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day. 
If you’re a forward-thinker looking for the great next step in your career within an innovative and collaborative environment, Board is the right workplace for you! 
We are currently looking for an IT Application Support Analyst to join us in Madrid. 
This role is about ensuring smooth operations and availability of finance systems worldwide. The IT Application Support Analyst will be responsible for application performance optimization and system enhancements while providing technical support to all business users. 
Responsibilities:

• Provide “Level 1 & 2” technical support for internal applications and systems to deliver high quality assistance and ensure the agreed Service Level Agreements (SLA’s) are met 
• Perform daily, monthly and periodic application and system checks, and take appropriate action in optimizing system uptime and deliver outputs in a timely manner 
• Work with Technology teams as necessary communicating any systems/software upgrades and patches, and diagnosing any application or system issues 
• Triage defects, identify potential fixes and manage incidents through to resolution, either by an internal team or via an external supplier; communicating with the business user until issue is resolved 
• Develop and adhere to Standard Operating Procedures (SOPs) 
• Ensure data security and implement safety controls 
• Produce and maintain technical support guides, service catalogue & other relevant documentation
• Work with stakeholders and the Release Management team to ensure UAT and regression testing is complete for all new releases 
• Ensure effective communication is in place to manage incidents and system downtime to the business user community 
• Attend Service Reviews and Operational review meetings; support with reporting requirements, chairing the meeting when required

What we look for:

• Previous experience working in an application support capacity for finance systems 
• In-depth knowledge of Oracle NetSuite ERP 
• Fluency in English 
• Excellent verbal and written communication skills 
• Team player with good interpersonal skills
• Ability to multi-task and to remain calm whilst under pressure 
• Keen eye for detail
• Good analytical and problem-solving skills 
• Strong service driven mentality and a pragmatic approach 
• Keep abreast of current technology and trends that may be of use/benefit to