Application Helpdesk Analysts III

Role :- Application Helpdesk Analysts III

Location :- Washington DC(onsite)

Role Overview:

• The Application Helpdesk L3 provides advanced technical and functional support for business-critical applications. This role acts as the final escalation point beyond L1 and L2 teams and is responsible for deep root cause analysis permanent fixes and close collaboration with application vendors development teams infrastructure teams and business stakeholders.

Key Responsibilities: -

• Act as L3 escalation point for complex recurring or business-critical application.
• Manage day-to-day operation of help desk.
• Manage internal client communication channels (help desk site email phone chat etc.)
• Assist internal clients with issues related to the use of the relevant application and provide resolutions.
• Track requests and tasks from initiation until closing.
• Maintain records of clients FAQs issues and all other types of requests.
• Collect compile and analyze data and prepare reports on an ongoing basis.
• Identify potential articles to be added to the knowledge base.
• Handle communications and manage expectations around essential CMS information guidelines and processes
• Facilitate communications among IT teams.
• Conduct surveys to improve the quality of service for helpdesk.
• Analyze application design and performance metrics and propose improvements.

Incident & Problem Management

• Act as L3 escalation point for complex recurring or business-critical application incidents.
• Perform deep-dive analysis on application issues including logs database queries integrations and configurations
• Identify root cause and provide permanent solutions rather than workarounds
• Handle VIP and executive escalations end-to-end until resolution
• Participate in Major Incident (MI) calls and post-incident reviews (PIR)

Application Support & Maintenance

• Support Core Business Applications across environments (Prod / Non-Prod)
• Monitor application health performance and stability
• Apply configuration changes patches and hotfixes where permitted
• Validate fixes and deployments from development teams
• Maintain strong understanding of application architecture data flows and integrations

Knowledge & Continuous Improvement

• Create and maintain knowledge base (KB) articles and runbooks
• Identify trends and recurring issues; proactively propose improvements
• Provide technical mentoring to L1/L2 support
• Contribute to process improvement initiatives (ITIL best practices)

Stakeholder & Vendor Management

Work closely with:

• Application Development teams
• Infrastructure and Database teams
• Third-party vendors and support partners
• Business users and application owners
• Communicate clearly on issue status risks and resolutions

Required Technical Skills

• Supporting enterprise scale line of business applications
• Operating within financial services investment operations or advisory environments
• Managing incidents and requests across integrated and interdependent systems
• Understanding business processes in addition to technical functionality
• Communicating effectively with business users technical teams and system owners
• Adhering to structured IT service management (ITSM) practices including incident request and escalation management
• Operational Data Store (ODS) A centralized data repository that consolidates operational data from multiple source systems to support reporting and analytics.
• ACBS A core banking and loan accounting system supporting loan servicing financial transactions and portfolio management.
• Investran An investment and fund accounting platform supporting private equity and fund related operations including capital calls distributions and investor reporting.
• Enterprise Reporting Platforms Used to deliver standard and ad hoc operational and management reports to internal and external stakeholders.

Soft Skills

• Excellent analytical and problem-solving skills
• Strong verbal and written communication
• Ability to explain complex technical issues to non-technical users
• High ownership accountability and customer focus
• Ability to work under pressure during major incidents

Education & Experience

• Bachelors degree in computer science IT or related field
• or equivalent practical experience
• 5 8 years of IT Application Support experience
• Proven experience handling L3 escalations and root cause analysis