Platform / Application Support Analyst

Job Purpose:

The purpose of this role is to provide support and assistance for software applications or platforms within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, with the goal of ensuring a positive and satisfactory experience for customers while representing the organization in a professional and helpful manner.

Key Responsibilities:

• Main and single point of contact for power users, customer-centric and business-oriented (feedback and follow-up).
• Coordination of ticket resolution with internal, external and vendors teams.
• Event- and Incident Management.
• Escalation Management.
• Automation and monitoring processes for alerts to proactively spot issues before the customer.
• High-Level Business Impact Analysis.
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
• Trend analysis to address root causes.
• Continuous service improvement to reduce incidents and their impacts.
• Overall Tickets backlog management.
• Participate in 24X7 on-call rotations and provide after-hours support as needed.

Requirements

• Completed studies or training as an IT specialist in application development or system integration.
• 3+ years of experience in support, troubleshooting with customers and dealing with ticketing systems.
• Understanding of Service Desk procedures and processes.
• Experience with JIRA/Confluence and ServiceNow tools.
• Proficient with ITIL framework. ITIL4 certification is an advantage

Professional Skills:

• Excellent organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Fluency in English, good practice of German and/or French a plus.
• Structured and analytical problem solving and solution identifying in complex environments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment (ADDED)
• Ability to multi-task and use good business judgement.
• Eagerness to learn and adapt to new technologies and processes.
• Strong customer service orientation.