Application Support Analyst

Bottomline Technologies
Published
April 23, 2019
Location
Portsmouth, NH
Job Type

Description

Summary
The Application Support Analyst applies customer support skills in addition to business and technical knowledge to investigate, triage, diagnose, troubleshoot and escalate or resolve customer application issues and ensure excellent customer service. The Application Support Analyst will, after a period of training, work within the FM Global Investigations and Solutions team.

This position is based out of our Portsmouth, NH office

In This Role You Will

    • Assist with troubleshooting using a variety of tools and techniques for anticipating, recognizing, and resolving technical, organizational and operational or process problems.
    • Provide excellent Customer Service Management, while maintaining an understanding of the systems and applications and display a commitment to providing excellent service to internal and external customers.
    • Manage Multiple Priorities and multiple concurrent activities while showing effective judgment in prioritizing activities and time allocation.
    • Share knowledge and expertise with internal and external team members.
    • Collaborate across team and division boundaries when requested to resolve
    • Actively manage incidents to ensure compliance against measurable service within documented tolerances and service levels based on the ITIL processes.
    • Analyze and investigate potential problems as described in incident management tickets to determine root cause, take the necessary resolution action or escalate as necessary.
    • Analyze and ensure the information provided in Request for Change tickets is clear prior to execution, submitting only when the details of actions are clearly documented.
    • Review critical system/application alerts, which could be generic and caused by several factors and perform in-depth analysis to determine the root cause in order to resolve the problems.
    • Deliver high-quality technical directives to internal and external customers
    • Track, describe and update the cases in our ITSM management system
    • Communicate clearly with the different internal, third party and client teams.

You Will Have

    • Possess high technical and investigative ability to understand workflows, component interaction and troubleshooting skills
    • Good working knowledge of database technologies (SQL, Oracle) and networking concepts (TCP\IP, routing, switching, VLANs, Firewalls)
    • Good working knowledge of Unix (Solaris, AIX) and Linux operating systems
    • Good working knowledge of development languages such as C/C++/C#, Java/J2EE
    • A high orientation towards client service and quality
    • Sense of responsibility appropriate to the banking industry
    • Ability to work both independently and within a team
    • Rigorous, methodical and organized
    • Work under time constraints
    • Excellent documentation and communication skills
    • ITIL certified is a plus
    • 3-5 years of experience
    • Degree in IT or equivalent, such as Engineering etc.

Bottomline Technologies is an Equal Employment Opportunity and Affirmative Action Employer.

Company Description

Bottomline Technologies (NASDAQ: EPAY) helps make complex business payments simple, smart, and secure.

Corporations and banks rely on Bottomline for domestic and international payments, efficient cash management, automated workflows for payment processing and bill review, and state of the art fraud detection, behavioral analytics and regulatory compliance solutions. Thousands of corporations around the world benefit from Bottomline solutions.

Headquartered in Portsmouth, NH, Bottomline delights customers through offices across the U.S., Europe, and Asia-Pacific. For more information visit www.bottomline.com.

For information on job opportunities with Bottomline Technologies, please visit http://www.bottomline.com/us/careers.

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