Computer Aid, Inc. Application Support Analyst – Product Support in Chicago, Illinois
The Application Support Analyst plays an integral role in our STAC Support team as the individual responsible for resolving issues in collaboration with the Application Development and Infrastructure teams. The Application Support Analyst will be part of a global team responsible for providing 24/7 support to the clients.
Respond to end user (client) support requests with a sense of urgency. Analyze and resolve or triage application support incidents/requests.
Log and track incidents/requests from identification through resolution in incident management software.
Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
Collaborate with application development and / or infrastructure resources to resolve incidents/requests.
Document resolutions and internal procedures and update knowledgebase articles.
Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
Ability to multi-task and set priorities accordingly to meet and/or exceed expectations.
Maintain and protect confidentiality with regards to all aspects of client information.
Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
Provide after hours and on-call support as needed.
Perform other duties as assigned
Bachelor’s degree in computer science, computer engineering, or related field
Experience working with incident tracking systems such as ServiceNow
Experience working with end users (clients) to resolve their support incidents
Experience working with SQL Server
Knowledge of the Agile Software Development Life Cycle
Prefer experience with SharePoint and Confluence for building/ maintaining knowledgebase entries
Prefer experience work with Visual Studio, Tableau, Exago
Prefer experience in Backend technologies such as Swagger, Entity framework, ASP.NET Web API, .NET Framework, LINQ/SQL
Prefer some experience in object orientated language such as .NET C# preferably or Java
Prefer working knowledge of micro services architecture and Service Bus for Windows
Ability to prioritize tasks and flexibility to work on multiple assignments
Ability to work successfully with onshore and offshore teams
Ability to travel as needed
Must be proficient with MS Office suite
Knowledge of Tax a plus
Computer Aid, Inc.
Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.
CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.
Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities. For more information on our professionals, services, and industries we support, please see our website www.compaid.com.
CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.
Exp. Level: Senior