SQL Application Support Analyst

Published: 15 November 2022

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SQL Application Support Analyst
Location: India (Remote from home)
Duration: 6 + months


Role Summary:

Our client, an oil and energy enterprise conglomerate, seeks an Application Support Analyst to support users daily to ensure requests are resolved on time. The successful candidate should possess skills to improve and automate several existing functions to enhance the overall user experience, e.g., reporting and information feeding between systems.


Responsibilities:

  • Responsible for monitoring and responding to open tickets submitted through an incident management system
  • Troubleshoot and escalate alerts that cannot be resolved to the appropriate section
  • Prioritize and handle service requests and incidents
  • Progress issues and provide relevant information for troubleshooting or clarification
  • Identify opportunities for process improvement and contribute to departmental initiatives
  • Responsible for improving and documenting the technical processes around application support (using Service Now)
  • Work collaboratively with the Technical/Product Lead on change requests, managing issues, and establishing priorities
  • Ensure the performance of daily health checks of the applications, scripts, and infrastructure by the support team
  • Responsible for installing, configuring, and administering application servers
  • Develop scripts and works with the team to automate repeatable manual tasks
  • Responsible for troubleshooting and resolving application or infrastructure issues.
  • Hands-on experience working in an applications production support/application development environment.
  • Should possess detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality of these systems to troubleshoot and resolve application or infrastructure issues and experience/working knowledge of ITIL/ITSM compliant incident, problem, and change service management.
  • Effective communication skills and ability to work with cross-functional teams to resolve issues, e.g., database team and other technical teams
  • Provide post-implementation support and develop future iterative system releases
  • Produce technical documentation, design, and test systems changes accurately to ensure system efficiency, integrity, productivity, and maintainability

Requirements:

  • 5 years+ experience as a Support Analyst
  • 3 years+ experience in SQL, building SQL queries and procedures
  • Critical thinking and problem-solving skills
  • Team player with time-management skills
  • Agile/Scrum Methodologies (A Must)
  • Experience working in Amazon Web Services & Microsoft Azure
  • Supports and enhances cloud infrastructure
  • Previous experience using Service Now, Azure DevOps
  • Experience in Incident and Change Management (ITIL)
  • Customer service skills: They must possess demonstrated ability to provide customer support and deal with escalated customer issues
  • Problem-solving skills: Should be naturally curious and creative individuals with a drive to proffer solutions to problems, as well as a passion for innovation.
  • Interpersonal skills: Must have the ability to influence and communicate cross-functionally effectively.
  • Organizational skills: Ability to multi-task effectively while prioritizing work and adapt well during pressure situations.
  • Previous experience supporting O&G Hydrocarbon Accounting Systems. (nice to have)

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