Application Support Analyst
Application Support Analyst
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1 Vacancy
Job Description
About Naviam:
We offer a dynamic and growing team composed of seven industryleading businesses backed by over three decades of expertise. With a global workforce of 325 employeesincluding over 100 based in the United Stateswe are committed to innovation and excellence in asset management. Our Application Support Team plays a vital role in supporting our partners and are united in our commitment to providing exceptional service to our clients driven by our passion for technical innovation and continuous improvement. As an awardwinning IBM Business Partner Naviam is at the forefront of hightech progress. Our core business provides Maximo the bestinclass Enterprise Asset Management software from IBM as a cloud software as a service (SaaS) solution. The primary responsibility of the Application Analyst is to ensure an outstanding level of customer service by providing technical and administrative support to our Maximo Cloud Customers and Partners.
Responsibilities and Duties
1. Work as functional / technical SME for Maximo its addons and Partner solutions
2. Provide excellent technical support services take ownership of and responsibility for requests and prioritize them in accordance with procedures and Service Level Agreements
3. Use technical databases and elicit knowledge from team members to research problems and find solutions
4. Monitor the service request queue for new requests (phone and ticketing system)
5. Clearly communicate technical solutions in a userfriendly professional manner; maintain resolution history and documentation in the ticketing system6. Be single point of contact throughout the lifecycle of a ticket; including research and communication of status to customers vendors partners and level 2 / 3 support
8. Develop targeted solutions using the Maximo configuration and customization tools to enhance the customers use of Maximo as a value added service
9. Contribute to the knowledgebase
10. Participate in afterhours oncall support for emergency requests on a rotational basis
11. Work on special projects and performs other duties as required
1. Excellent customer service skills and a positive attitude are a must as this is a client / partner facing role
2. Proven troubleshooting and problemsolving skills
3. Superb judgment and ability to evaluate requests and provide effective solutions
4. Ability to effectively communicate internally and externally sometimes to less technical audiences
5. Must be well spoken detailedorientated dependable and flexible
6. Experience or education in Computer Science Information Systems or Information Technology training is preferred
1. Strong communication skills; oral and written
2. Ability to prioritize daily tasks in a highly effective manner
3. Demonstrated attention to detail and systematic approach to task performance
4. Ability to work with varying seniority levels including staff managers and external partners
5. Strong interpersonal and organizational skills
6. Ability to work independently organize and manage multiple tasks/assignments
7. An internal drive to learn partnered with good research skills
8. Passion for teamwork and problem solving
9. Familiarity with SQL and report writing tools a plus
Required Experience:
IC
Employment Type
Full Time
