UTL - Application Support Analyst

Job description

Job Description

UTL - Application Support Analyst

Position Description
The Application Support Analyst is a critical role for FPL Managed Service and is responsible for providing Operational support to end user community. The Application Support Analyst is tasked with collaborating with Customer User Community and ARM Application support teams in order to identify operational issues, perform root cause analysis and come up with appropriate solution. Additionally, the incumbent will provide technical and functional direction and support to customer user community on ARM best practices to ensure industry standards and best practices are followed. Your future duties and responsibilities
• Provide Level 1 to Level 2 support.

• Level 1 & 2 support which includes logging issues that are related to WMS and PUR Software and which will then be assigned any Level 3 support to the CGI Application Support team for detail analysis and fixing.

• Education for and interfacing with the Customer & Help desk

• Undertake agreed patches and provide rollout support

• Notify user community with new patches and changes

• Support new releases for applications contained within the CGI Software.

• Maintain CGI Software, outbound messaging to FPL’s Solution Control Footprint. Investigate and fix problems, investigate business issues, correct processing errors, and maintain the overall health of the application suite. Support staff will also create adhoc tools and processes to monitor operations.

• Implement and maintain a support system to log all Level 2 and Level 3 issues received and the resolution of the issues. Develop a mechanism whereby FPL User Community is able to get regular update on the queries or issues raised.

• Manage assigned tickets in FPL JIRA and work with FPL User Community to replicate

• Manage and facilitate resolution of Severity 1 production issues between FPL and CGI Application Management team

• Direct operations interface between FPL and CGI product center (support, maintenance)

• Communicate work arounds for issues where necessary and possible

• Ensure release notes are complete and identify impact to Specific Customer

• Provide support to the FPL business team and IT team for assistance with production outages

• Support the technical Infrastructure planning at FPL in support of WMS and ARM releases

• Providing support and guidance for ARM technical best practices Required qualifications to be successful in this role
Functional/Technical ARM Experience:

• 2+ years of experience on WMS and ARM Solution

• Proven experience on providing support to end user community

• Ability to analyze issues from both functional and technical perspective and clearly convey the message to end user community

• Experience working with End to End ERP solution

• Experience with PowerBuilder application and batch process

• Experience with JIRA or BMC Remedy Management tool

• Solid understanding of ARM Integration architecture and debugging skills.

• Excellent understanding of software design techniques.

• Experience of source control systems and configuration management

• Basic level knowledge of XML and RDBMS concepts

• Experience in Agile development methodologies preferable.

• Proven ability to deliver quality results in a busy and dynamic business focused environment. Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Skills

·  Database
·  SQL
·  Agile / Collaborative Method
·  XML

Reference

587839