Application Support Analyst

Location: India/Remote
Type: Full-time or contract

Key Responsibilities:

  • Expertise in handling ticketing/help desk tools like JIRA, Zendesk, and Salesforce
  • Proficient working on multiple ticketing tools/defect tracking tools like IBM Salesforce, Jira, BM
  • Experience in ITIL Process Implementation
  • Working Knowledge of ITIL production Environment.
  • Working Experience with stakeholders to define and design IT business processes based on ITIL
  • Ability to deal with ambiguity and work with minimal direction.


Mandatory Qualifications:

  • 3+ Years of Experience in SaaS-based business applications like Salesforce CRM, Netsuite, Intact (Sage), Expensify,, JIRA, JIRA Service Management, OpsGenie and GoodData etc.
  • Ability to act as the Administrator for SaaS-based business applications responsible for user administration, debugging issues and enhancing functionality as required.¬†
  • Writing a detailed Business Requirement in JIRA and Confluence Page and designing Functional requirement documentation & performed Documentation testing.
  • Detect software failures in Application and report them in tools like JIRA so that defects may be discovered and corrected.
  • Maintained Backlog within¬† Jira
  • Captured Business Requirements within Jira.
  • Serve as a daily monitor for the internal Business Application Support mailbox. Experience with ITIL Service Management and Delivery practices.
  • Experience with ITIL Service Management and Delivery practices.
  • Experience with Customer Support and Development Tools (Salesforce, Jira etc.)
  • Ensure day to day adherence to ITIL Framework policies and structure set for a process


Educational Requirements:

  • Bachelor’s degree or equivalent experience in Computer Science or related field


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