Application Support Analyst

JOB DESCRIPTION

Location: Canton, MA

In this position, you'll be based in the Canton office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

Computershare has an exciting opportunity for a permanent full-time Application Support Analyst to join our Computershare Communication Services (CCS) team.

A role you will love

As an Application Support Analyst, you will be responsible for the support and maintenance of a broad suite of applications and automated processes within our Global Computershare Communication Services (CCS) business. You will also be responsible for the triage & resolution of software support and data processing issues, often coordinating the involvement of multiple technology teams, including infrastructure and development services.

The applications supported range from in-house developed systems (global and those developed by the CCS development team) to third party software spanning multiple technology frameworks. You will work closely with support and infrastructure teams in Computershare Technology Services (CTS) and the CCS development team, utilizing the core ITIL principles in Change, Release, Incident and Problem management as well as supporting the successful delivery of new services/applications into the production environment.

Other key responsibilities include:

• Ensuring systems are maintained and managed within agreed service level and in line with company policy or standards.
• Playing an active role in the Incident, Problem and Change Management processes ensuring continuity of service.
• Undertaking reviews to identify defects and ambiguities in requirements, designs, specifications & test cases
• Driving process improvement, consistency, and global alignment throughout the group.
• Making use of automation, capacity and configuration management, monitoring solutions and other relevant tools and techniques.
• Proactively building professional relationships with other technical teams and key business stakeholders.
• Acting as a business partner to support the business objectives.
• Supporting IT assurance and compliance processes while effectively managing risk within the Application Support Group.

• 2+ years' experience of working within an Application Support role or similar which is aligned to the ITIL framework, especially Incident, Problem, Change, Transition & Business Relationship Management
• Understanding of technologies such as MS Windows, MS Server, Azure, Active Directory, SQL or equivalent
• In-depth knowledge of Application Support techniques and best practices
• Understanding of industry direction and best practices
• Passionate about good customer outcomes and service excellence
• Knowledge of service governance processes and the ability to understand risk to services
• Good understanding of IT compliance, Information security and audit
• Experience developing and maintaining business relationships aligned to operating agreements and KPIs

• Experience in service delivery in a B2C environment with tight SLAs
• Experience operating in IT roles in a Communications industry and market