Junior Application Support & Customer Experience Analyst

The Application Support & Customer Experience Analyst will serve as the primary user-facing support contact during EST business hours. The role involves managing support requests, creating and tracking tickets, performing initial troubleshooting, coordinating with technical and offshore teams, and ensuring timely communication through resolution.

Key Responsibilities

• Monitor support distribution lists and acknowledge requests within 15 minutes.

• Create, categorize, prioritize, and maintain accurate tickets in ServiceNow.

• Perform first-level troubleshooting, gather logs and screenshots, and route issues to the appropriate teams.

• Track open incidents, follow up with technical teams, and provide regular user updates.

• Coordinate offshore handoffs with clear documentation of issue status, impact, troubleshooting, and pending actions.

• Document recurring issues, workarounds, and troubleshooting procedures in Confluence.

• Escalate critical or delayed issues and identify opportunities to improve support processes.

• Maintain professional communication, customer satisfaction, and adherence to service-level agreements.

Required Skills

• ITSM: ServiceNow, Jira, and Confluence.

• Application Technologies: MERN stack, TypeScript, and JSON.

• Programming: Basic Python for troubleshooting, log analysis, and data validation.

• Databases: MarkLogic, MySQL, and SQL queries.

• Reporting: Microsoft Excel, including filters, lookups, pivot tables, and basic analysis.

• Communication: Microsoft Teams, email, stakeholder coordination, and strong written and verbal communication.

• Troubleshooting: Ability to investigate application, data, access, and infrastructure issues and follow established procedures.