Application Support Analyst I (Hybrid)

Job Title 

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Application Support team provides and improves the quality of production system support for Kaplan Technology Products to all internal business groups for data and application integrity. Working in collaboration with Development, QA, and Database teams, conduct on-going discovery and monitoring of application behavior, measure application performance, and respond to application performance and feature degradation.

Key Responsibilities:

• Support and maintain internal applications by becoming technically familiar with those being utilized.

• Assist in testing new software releases or updates.

• Answers, documents, and routes incoming support calls/requests.

• Escalate and act as Kaplan liaison for issues sent to various support teams.

• Perform troubleshooting and support of application issues.

• Gathers and/or validates details of issues from users.

• Perform ongoing application monitoring and analysis, striving for continual system performance improvement.

• Work with key stakeholders in resolving application issues.

• Identifies problem trends and provide information that can be used to eliminate recurring problems.

• Help test and validate application updates and defects.

• Help maintain data integrity in systems by running queries and analyzing data.

• Proactively suggest ways of improving system stability, availability, performance and reliability.

• On-call support during off hours, holidays, and weekends.

• Hybrid Schedule: 3 days remote / 2 days in office

• 30-day notification period preferred

Minimum Requirements:

• Bachelors Degree or equivalent experience in a technology-related field.

• Experience in application management, support, and administration.

• Ability to quickly learn new software solutions.

• Basic knowledge of SQL Server and MySQL management.

• Ability to support software development lifecycle.

Location

Additional Locations 

Employee Type

Job Functional Area 

Business Unit

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards.  All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible.   And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.