Senior Application Support Analyst

As an Senior Application Support Analyst at Storyteq, you will play a crucial role in ensuring the smooth operation and continuous improvement of our application systems across the business, including but not limited to our proprietary MarTech applications.

You will be responsible for providing technical support to internal users and clients, troubleshooting issues, and resolving tickets and incidents in a timely manner. Your expertise will help maintain high levels of customer satisfaction and contribute to the overall success of our products.

We offer a tailored schedule to efficiently cover US time zones and meet our clients' needs. Your work hours will be as follows:

Tuesday to Saturday:

• Summer: 7am - 3.30pm
• Winter: 5am - 1:30pm

This structure allows us to maintain optimal service and responsiveness, adjusting to the demands of different times of the year.

What I need to do:

• Provide second-line technical support to internal teams and external clients.
• Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes.
• Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement.
• Manage and prioritise support tickets and incidents using our Jira Service Management tool.
• Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence.
• Prioritise and handle ad-hoc projects alongside your daily responsibilities.
• Support the service desk team with tasks including investigating and testing.
• Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks.

How will I succeed:

• You will be accountable to the Application and Development Support Team Lead.
• Bugs/issues will be escalated to the associated Development Teams and tracked accordingly.
• Assist in resolving ongoing issues reported through our Monitoring and ITSM tool.
• Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal.
• Proficiency in troubleshooting and solution-oriented thinking.
• Experience with ticketing systems and service management processes with excellent communication and interpersonal skills
• Ability to thrive in a fast-paced, dynamic environment while demonstrating meticulous attention to detail and exceptional task prioritisation skills.
• Be willing to participate out of hours for application deployments and maintenance tasks.

Requirements

• Experience as an Application Support Analyst or in a similar technical support role.
• Required - Proficiency in SQL and relational databases.
• Highly desired - extensive knowledge of Networking and Infrastructure fundamentals.
• Highly desired - experience of Google Cloud Projects or other Cloud Computing
• Highly desired - experience using Web API tools in: Postman, Insomnia, Console etc.
• Would be advantageous - knowledge of programming languages: C#, .NET, Java, NodeJS, VueJS and AngularJS
• Would be advantageous - knowledge of monitoring tools: Datadog and New Relic.
• Would be advantageous - knowledge of deployment tools: Argo CD and Octopus.
• Would be advantageous - knowledge of ITSM and Software Mgmt tools: Jira and Confluence.

Benefits

On top of a competitive salary, you can expect a whole load of perks:

• Four weeks of annual leave
• Excellent tools: High-end laptop and monitor, and everything in between
• Mental health and wellbeing support: Access to OpenUp

We Value Diversity!

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.