Application Support Analyst

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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Application Support Analyst

Summary:

CEDAR is seeking a problem solving, forward looking, and predictive thinker to join our Application Services team. This is a challenging position with good opportunities for career growth.

CEDAR is a leading provider of an innovative generation of powerful Private-Cloud-Based Managed Services solutions for Strategic Document Outsourcing (SDO), Customer Communications Management (CCM), Electronic Invoice Presentment & Payment (EIPP) and Electronic Bill Presentment & Payment (EBPP), reshaping the way companies do business with their customers and partners.

Position Specific Competencies:

ISSUE RESOLUTION

  • Issue resolution and/or root cause analysis of operational issues. Participation in daily Issue Status meetings. Follows issue remediation policies.
  • Ability to correlate error logs with CEDAR processes and client impact.
  • Utilize UNIX commands to search through those logs to identify error conditions.
  • Identify java based kernel logs of processing activity and retrieve them for analysis.
  • Interpret system generated error notifications that indicate processing exceptions such as Dataflow errors, module exceptions,? Data Transformation exceptions, etc.

MONITORING and ASSURANCE

  • Monitor production processing, outputs and services to ensure that agreed levels ofservice and other quality metrics are being met. Ensures that processing exceptions are reported for remediation.
  • Work with Oracle DBAs and Vertical Product Managers to construct complex database SQL queries to monitor and identify production activity in particular payment file balancing.
  • Manually process customer input & outbound files by retrieving files from file transfer archives using CEDAR?s web service to identify files. Once identified, use UNIX commands to move the files to the appropriate destination directory with in the customer workflow for processing.
  • Monitor client production activity using each client?s job tracking interface and system generated reports and notifications to ensure CEDAR?s meets its SLA and contractual obligations.

SOFTWARE RELEASE PROMOTION ACTIVITIES

  • Participation in software release management and system configuration for application changes. Adheres to deployment and hot fix standards.

DOCUMENTATION and PROCEDURES

  • Understand and follow process documentation. Document procedures, services, issues, and changes as required.

Requirements:

  • 1-2+ years of experience supporting complex applications on Unix-based systems;
  • Proficiency working in remote Unix/Linux-based environments;
  • 1-2+ years of experience in relational database SQL to aid testing scenarios and issue resolution;
  • 1-2+years of experience in automated testing using proprietary and custom tools;
  • Experience in Python, Perl, or another scripting language in order to debug existing scripts;
  • Programming knowledge (C, PHP, Java, etc.);
  • Open to peak load and on-call responsibilities, which may result in after-hour and weekend work;
  • Strong problem solving abilities, organizational skills and attention to detail;
  • Strong interpersonal skills in working with technical and client services professionals;
  • Strong personal accountability for applications and systems under their operational control;
  • Ability to work well with operation teams, DBAs, software delivery teams, and infrastructure teams to deliver mission critical services;
  • Solid understanding of application change management;

Education:

  • Balance of education and experience sufficient to suggest successful performance in a demanding role.

Benefits:

  • Health, dental, vision, life, and disability insurance
    • Never pay a deductible with our Heath Reimbursement Arrangement(HRA)
  • 22 days PTO + 8 paid holidays
  • Casual dress
  • Flexible work hours
  • Fun, fast-paced environment
  • Many opportunities for advancement
  • 25 cent snacks
  • Free covered parking
- provided by Dice
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst

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