Position Name: Application Support Analyst (Level 2)
Position Type: Full Time, Permanent with ZeroChaos
Job Location: Vadodara
Job Summary: ZeroChaos is rapidly growing and expanding their technical team to include a high calibre Software Support Analyst to help facilitate software support for its internal applications. The Level 2 Support Analyst will coordinate with a team of support analysts to provide Tier 2 support for internal customers of our custom built web-based ERP, Microsoft Dynamics CRM, Microsoft Dynamics AX, and multiple internal and external system integrations. Resource will be expected to analyse / debug application source code and provide code fix (when required), fix data issues, create and execute database script for mass insert/update, collaborate with a geographically diverse team of Software Support Analyst and Engineers to ensure quick resolution of complex software issues in order to achieve a high level of problem resolution and customer satisfaction. Works with both internal teams and development teams to assure issues are resolved in a timely fashion. Ability to work independently, strong communication skills, and a high degree of analytical and problem solving skills are essential to success in this role.
Facilitate communication between IT teams, including local, off-shore and remote US resources, to ensure the timely and accurate delivery of project objectives.
Interact with the Level 1 support team/business users, debug and derive the technical
Analyze code to understand and explain business logic to L1 support team/business
Create and execute data insert/update scripts to resolve data issues, bulk data change
Generate ad-hoc reports by creating and executing SQL select queries
Maintain repository for scripts created
Create/Modify XML templates for rendering data for reports
Perform UAT and smoke tests on production environment
Provide code fix when required
Facilitate communication between IT teams, including local, off-shore and remote US resources, to ensure the timely and accurate delivery of project objectives
Provide Techno-Functional Support of All ZeroChaos Central Applications including but not limited to:
o Custom built web-based ERP
o Microsoft Dynamics CRM
o Microsoft Dynamics AX
o Microsoft SharePoint
o Micro strategy
Provide Proactive Daily Monitoring of all customer interfaces and internal system integrations for all supported Central Applications.
Coordinate with other IT teams, and Business customers to accomplish successful resolution of all issues reported to Central Applications Support Team.
Ensure all Central Applications Support SLAs are meet and consistently maintained for 95% of Support Incidents handled.
Manage special projects as needed for enhancements to or implementation of any of the Supported Central Applications.
Create and maintain process documents for Central Applications support processes, as needed.
Support continuous process improvement by identifying and documenting support issues and working with Support and business teams to implement processes to prevent future occurrence.
Other administrative tasks assigned by management.
4+ years experience in a software support environment.
Experience supporting large ERP or financial systems and supporting a diverse team of users.
Experience supporting web based applications
Microsoft Office experience including Excel and Outlook
Excellent verbal and written communication skills
Demonstrated analytic and problem solving
Ability to make administrative/procedural decisions and judgments
Ability to simultaneously coordinate and complete multiple projects
Experience with SQL Server database is a plus
Micro Strategy experience a plus
Microsoft CRM experience a plus
Microsoft certifications are a plus
Experience with issue tracking software.
Strong troubleshooting and customer service skills.
Possesses an understanding of personal dynamics, and the skills required to facilitate communication between a diverse IT and user population.
Walk in Date:08th Jan 2019
Walk in Deadline:11th Jan 2019
VenueJayendra Solanki 11th floor, Corner Heights, Beside DPS, Vadsar Rd, Kalali, Vadodara
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