Applications Support Analyst 2 Job at Citi (Pune)

Application Support Analyst

The Application Support Analyst position is responsible for handling any incomin...

Location

Romania , Bucharest

Salary:

Not provided

BlackLine

Expiration Date

Until further notice

Requirements

Ability to analyze a problem and direct appropriate course of action
Professional attitude and desire to answer customer inquiries and resolve issues with patience and understanding
must be service-oriented
2+ years prior experience in a customer support position, with a focus on accounting, financial, or banking applications
2+ years Web-based applications experience and related technical knowledge--for example, SQL queries/scripting, MS Office, Ticket Management Systems, resolution of browser issues, etc.)
Bachelor's degree in related field

Job Responsibility

Coordinate with customer to determine functional requirements and determine technical solutions
Analyze data in support of proposed projects, business cases, and system requirements
Coordinate with customers and/or technical staff to resolve issues with software applications
Use accepted project management, application development and documentation standards and processes
Test, implement, document and maintain software applications
Work as a member of a team and provide support for applications
Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated
Gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem
Identify what the customer is trying to accomplish
Use available knowledge & resources to provide possible solutions

What we offer

A technology-based company with a sense of adventure and a vision for the future
A culture that is kind, open, and accepting
A culture where BlackLiner's continued growth and learning is empowered
BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity

Fulltime

Application Support Analyst

As a key member of our Camper Technology Support Team, the Level 3 Application S...

Location

Australia , Melbourne

Salary:

Not provided

Culture Amp

Expiration Date

Until further notice

Requirements

Proven experience in a Level 2 or Level 3 application support role, with a strong focus on finance, legal, or sales applications (eg. Salesforce, DocusignCLM)
Netsuite experience is essential
Exceptional problem-solving and analytical skills with a methodical approach to troubleshooting with the ability to take ownership of complex issues, analyse root causes, and drive to resolution, while mentoring and coaching juniors to develop their troubleshooting and service skills
Excellent communication and interpersonal skills, with the ability to explain complex technical issues to non-technical users and effectively manage vendor relationships
Strong organisational skills and the ability to manage multiple high-priority issues simultaneously
Practical understanding of IT Service Management (ITIL) principles across Incident, and Change with awareness of cybersecurity best practices including access management and responding to security-related events
A continuous improvement mindset, contributing ideas and feedback to raise support standards, documentation quality, and change outcomes through peer review and CAB participation
Experience with a range of technologies, which may include SQL, generative AI, and various operating systems

Job Responsibility

Investigate and troubleshoot highly technical application issues, including but not limited to configuration, database queries, server-side errors, and integration failures
Use advanced diagnostic tools to pinpoint the root cause of application problems
Manage a queue of escalated tickets, ensuring timely communication and resolution in line with Service Level Agreements (SLAs)
Coordinate with internal engineering teams, key stakeholders, and external vendors to ensure patching, hotfixes, and new releases are communicated and adopted as appropriate prioritising end user experience
Manage the pipeline of improvements, features, integrations, and change requests from your key stakeholders, and engineering teams
Perform regular health checks on applications and associated systems to prevent potential issues
Contribute to the continuous improvement of support processes and workflows
Final Point of Escalation: Act as the ultimate resource for resolving complex, persistent, or escalated technical issues that cannot be resolved by Level 1 or Level 2 support teams
Proactive Problem Management: Identify trends in recurring issues and work to implement long-term solutions, improving overall application stability and user experience
Vendor and Stakeholder Management: Serve as the primary liaison between our internal teams and external software vendors or third-party experts to manage escalated issues and drive effective resolutions

What we offer

Employee Share Options Program
Programs, coaching, and budgets to help you thrive personally and professionally
Access to external providers for mental wellbeing and coaching support
Monthly Camper Life Allowance
Team budgets dedicated to team building activities and connection
Intentional quarterly wellbeing pauses
Extended year-end breaks
Excellent parental leave and in work support program available from day 1
5 Social Impact Days a year
MacBooks for you to do your best & a work from home office budget

Application Support Analyst

The Apps Support Analyst role involves providing technical and business support ...

Location

United Kingdom , London

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

2-5 years experience
Basic knowledge or interest about apps support procedures, concepts and of other technical areas
Participation in some process improvements
Previous experience or interest in standardization of procedures and practices
Basic Business knowledge/understanding of financial markets and products
Knowledge/experience of problem Management Tools
Understands how own sub-function integrates within the function and commercial awareness
Evaluates situations using multiple sources of information
Developed communication and diplomacy skills to persuade and influence
Good customer service, communication and interpersonal skills

Job Responsibility

Provides technical and business support for users of Citi Applications
Utilizes good understanding of apps support procedures and concepts and basic knowledge of other technical areas to field issues and queries from stakeholders, provide short-term resolutions and work with relevant technology partners for long-term remediation
Develops a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals
Acts as a liaison between users/traders, interfacing internal technology groups and vendors
Participates in disaster recovery testing
Participates in application releases, from development, testing and deployment into production
Performs post-release checkouts after application releases and infrastructure updates
Develops and maintains technical support documentation
Considers implications of the application of technology to the current environment
Analyzes applications to identify risks, vulnerabilities and security issues

What we offer

Best-in-class benefits to be well, live well, and save well
Equal opportunity employer policies

Fulltime