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Associate Support Analyst

Job Category:

Information Tech

Job Level:

Entry Level

Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Job Profile Description
Individual Accountabilities:
• Responsible for seamless functioning of technology and applications for the benefit of internal and external users
• Assists with resolution of issues surfaced by support analysts
• Resolves technical issues and record transactions via ticketing system
• Promotes persistent issues to Engineers and Architects where necessary
• Enables use of software/platform components through configuration, scripting and provisioning, designs materials and processes to educate users
• Create and maintain script libraries to triage most common issues
• Monitors and reports persistent issues to enable Technical Product Owner to manage vendor relationships
• Escalates persistent issues to engineers and architects where necessary
• Proactively makes suggestions for improvements based on understanding of availability SLA
• Platform: Focuses on configuring platform to enable software development
• Infrastructure: Focuses on configuring infrastructure to support platform
• Software: Focuses on configuring software to enable application development
• Uses from catalogue of scripts and solutions to solve known issues regarding configuring, provisioning and maintaining software/platform
• Develops training material, processes and flows to enable users to optimize use of software/platform

Job Requirements:
• Business acumen, ability to relate activities to client’s business model
• Strong knowledge of object and data models; understanding of fields and attributes
• Strong ability to configure and resolve issues
• Understanding of user interfaces, ability to modify templates
• Is pointed in the direction of relevant trainings by his or her colleagues
• Most interpersonal skills meet requirements
• Moderate working knowledge of key aspects of role
• Staying abreast of developments in your own technical discipline
• Most straightforward tasks completed to acceptable standard, requires some iteration
• Requires guidance to link each step
• Good verbal and written communication; able to effectively articulate technical vision, possibilities, and outcomes
• Proactively identifies opportunities for improvement in processes and workflows

Minimum Requirement:
• Bachelor’s Degree in any Technology courses (Computer Science, Computer Engineering, IT, MIS or a related Analytical field) / or with Experience in the same field
• Working knowledge and/or experience in the following:
o Application Support
o Service Delivery
• Proficient in using Microsoft Excel (Macro/VB is a plus)
• Proficient in Microsoft Word and Power Point.
• Understanding of process design documents and technical design documents on Applications
• Eager to learn and adapt to rapid changes in Technology
• Excellent analytical and problem-solving skills
• Possess strong understanding on Access Management
• Flexible to changes in work assignments
• Willing to work in Shifting Schedule

Nice to Haves:
•      ITIL Certification
• Knowledge for Azure Servers and Database Server
• Knowledge for Change management Process
• With basic understanding and/or Knowledgeable in Programming
• Understanding of HTML and C#
• General knowledge in software testing
• Knowledge in ServiceNow or any ticketing tool
• Experience/Knowledgeable in DocuSign, Messagepoint and Forms Hero
• Knowledge in Agile methodology
• Familiar with Confluence
• Familiar with Jira Software

Decision Authorities:
• Able to work well with close supervision