L1 Application Support Analyst - Enterprise Applications

Role Overview :

We are seeking a skilled Application Support Analyst to provide end-to-end Level 1 (L1) support for enterprise applications. This role involves incident resolution, service request fulfillment, application administration, and proactive problem management to ensure seamless operations of business-critical platforms.

Key Responsibilities :

Provide Level 1 support for enterprise applications including :

- Blackline

- ARMS

- DPS (Oversight)

- DocuSign

- MK Denial

- OneTrust Privacy Impact Assessment (PIA)

- Esker

- Manage user access, perform application administration tasks.

- Offer on-call support for high-priority (P1/P2) incidents.

Incident Management :

- Log and categorize incidents by priority and criticality.

- Troubleshoot and resolve incidents, minimizing business disruption.

- Maintain updated ticket history and resolution documentation.

- Monitor incident queues and ensure timely resolution by service teams.

Service Request Management :

- Resolve service requests within SLA timelines.

- Escalate tickets as needed, and keep requestors informed.

- Support release/change management activities as required.

Problem Management :

- Identify recurring issues through trend and pattern analysis.

- Conduct Root Cause Analysis (RCA) and implement long-term solutions.

- Keep SOPs and resolution playbooks updated.

- Use prescribed tools and templates for problem documentation.

Regular job monitoring and health checks for :

- SERVFS

- CRM

- DataHub

Preferred Skills & Tools :

- 3 - 5 years of experience in IT Application Support.

- Proficient with ITSM/ticketing tools (e.g., ServiceNow, Remedy).

- Strong analytical and troubleshooting skills.

- Clear communication and effective stakeholder coordination.

- Familiar with ITIL practices, especially Incident, Service Request, and Problem Management.