Application Support Analyst

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23000 employees operating in over 150 countries Xylem is at the forefront of addressing the worlds most critical water challenges. We invite passionate individuals to join our team dedicated to exceeding customer expectations through innovative and sustainable solutions.

Application Support Analyst

Experience: 38 years Location: Vadodara

Role Overview

We are looking for a Support professional to manage and operate the end-to-end support process for Solver and other internal business applications. The role involves handling support tickets coordinating across tools like ServiceNow and JIRA managing manual workflows where automation is not available and ensuring adherence to standard support processes and SLAs.

Key Responsibilities

Own and manage the end-to-end support process for Solver and other business applications

Act as the first point of contact (L1/L2) for support tickets raised via ServiceNow email or other channels

Perform manual ticket handling triage assignment follow-ups and closure where automation is not in place

Ensure accurate syncing and updates between support tools (e.g. ServiceNow JIRA) including status comments and resolution details

Coordinate with development QA and business teams for issue resolution and escalations

Identify duplicate invalid or low-value tickets and close them as per defined guidelines

Maintain support documentation SOPs and standard operating procedures

Define and enforce standard support requirements such as:

o SLAs and response timelines

o Ticket quality standards (description impact priority)

o Communication standards with stakeholders

Participate in backlog reviews support dashboards and reporting

Continuously identify opportunities to improve support efficiency and automation readiness

Required Skills & Experience

38 years of experience in Application Support / IT Support / Support Operations

Hands-on experience with ServiceNow JIRA or similar ticketing tools

Strong understanding of incident request and problem management processes

Experience working in environments with partial or no automation requiring manual coordination

Good analytical and troubleshooting skills

Strong written and verbal communication skills

Ability to work with cross-functional teams across time zones

Good to Have

Experience supporting enterprise or internal business applications

Exposure to CPQ Sales Enablement or enterprise platforms

Understanding of automation integrations or workflow tools (even at a functional level)

Experience creating dashboards or basic support metrics

Join the global Xylem team to be a part of innovative technology solutions transforming water usage conservation and re-use. Our products impact public utilities industrial sectors residential areas and commercial buildings with a commitment to providing smart metering network technologies and advanced analytics for water electric and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.