Junior Application Support Analyst

Responsibilities
Evaluate user issues complaints and requests through various channels such as live chat phone and email.
Work with cross-functional teams from different vendors and departments to assess problems and align on the functional impact on the organizations operations.
Actively troubleshoot issues as they arise supporting brainstorming sessions with client stakeholders and vendors to evaluate and identify technical solutions.
Support client management in making informed decisions on how to handle problems incidents and requests.
Communicate incidents or requests to colleagues and other teams.
Escalate tickets to higher-level support for additional guidance when an incident or request is complex.
Maintain records of issues incidents requests and corresponding post-incident analysis reports workarounds and implemented fixes.
Maintain and update technical and user manuals support scripts and procedures.
Manage support ticketing systems.
Appropriately report all activities carried out.

Skills
Excellent verbal and written communication skills.
Ability to translate complex ideas for non-technical stakeholders.
Fluency in English.
Experience working collaboratively in international environments.
Leadership.
Ability to learn and understand IT management software.
Ability to diagnose and resolve application issues.
Flexibility attention to detail and a willingness to go the extra mile.
Ability to multitask effectively.
Patience understanding and empathy.
Critical thinking diagnostic and problem-solving skills.

Qualifications :

Previous experience in Technical or User Support.
Educational background in IT or Information Systems.
Familiarity with Agile methodologies and IT service operations (ITIL certification is a plus).
Understanding of key business concepts and processes such as customer experience CRM sales accounting taxes logistics etc.
Experience supporting eCommerce solutions (experience with Adobe Magento is a plus).
Familiarity with ALM (Application Lifecycle Management) concepts.
Experience supporting applications and related technologies/environments:
APIs and microservices architecture
Web servers application containers caching technologies
Relational databases (SQL procedures data modeling)
Software coding and scripting
Experience with SQL KPIs and dashboards.
Knowledge of popular programming languages like Java and HTML is a plus.

Additional Information
Work routine aligned with U.S. business hours and holidays.
Required to work in shifts with other team members to support a 12/7 on-call support model (the remaining 12/7 hours are handled by our offshore team in India). The on-call rotation occurs once a month for one week.
Depending on the request or severity of the incident you may be asked to work on tickets outside of regular business hours.

Additional Information :

What We Can Offer You: 

• A career with thought leaders who literally wrote the book on Marketplace Best Practices.  
• A career in the fast-paced world of retail eCommerce digital marketplaces and platform businesses.   
• A career with first movers who are deploying new business models and strategies worldwide.  
• A career in a flat management structure without a rigid hierarchy and bureaucracy.  
• A career in a culture that rewards creativity and innovation risk-taking and teamwork. 

Additional Information:  

Our Core Values: Caring Adaptable Proactive Ownership Empowering Clients

Keywords:Application Support Analyst Application support Incident management Troubleshooting application issues Root cause analysis Performance monitoring API support API debugging Database management IT support IT operations Escalation procedures eCommerce support Application uptime Application stability Business continuity Client communication Customer service Problem-solving Critical incident management

eCommerce & Marketplace Platforms:
Adobe Commerce (Magento) Salesforce Commerce Cloud (SFCC) SAP Hybris Mirakl ChannelAdvisor IBM WebSphere Commerce BigCommerce Shopify Plus commercetools Oracle Commerce Elastic Path Spryker

Technology & Tools:
CRM (Salesforce) SaaS Sales PIM (Product Information Management) CPQ (Configure Price Quote) CMS (Content Management Systems) OMS (Order Management Systems) ERP (Enterprise Resource Planning) BI Tools (Business Intelligence) 

McFadyens goal is to ensure that our clients are able to maximize the return on their technology investment by providing better service to their clients partners and internal teams. At McFadyen we truly believe our employees are our most valuable asset. Across our locations in the US Brazil and India we offer a world class work culture that enables top notch delivery for some of the worlds most influential companies.  

McFadyen Digital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color age religion sex sexual orientation gender identity / expression national origin disability protected veteran status or any other characteristic protected under federal state or local law where applicable. 

Remote Work :

Yes

Employment Type :

Full-time