Senior Application Support Analyst

Job Purpose

The purpose of this role is to provide support and assistance for software applications or platforms within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, with the goal of ensuring a positive and satisfactory experience for customers while representing the organization in a professional and helpful manner.

Key Responsibilities

• Main and single point of contact for power users, customer‑centric and business‑oriented (feedback and follow‑up).
• Coordination of ticket resolution with internal, external and vendor teams.
• Event‑ and Incident Management.
• Escalation Management.
• Automation and monitoring processes for alerts to proactively spot issues before the customer.
• High‑Level Business Impact Analysis.
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
• Trend analysis to addres...