Application Support Analyst, Level 2

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Overview:

TRAC is currently seeking two motivated Level-2 Application Support Analysts for our Application Support team to work at our Princeton, NJ location. The successful candidates will report to the Senior Application Support Manager. Level-2 Support Analyst will be the first line of defense for Production Application Support and will resolve Production Support related issues. He/She will provide end-to-end support for Custom-built and COTS applications. The Application Support Analyst will work closely with the current Support Team, Scrum Masters, Developers, QA and Product Owners in an agile application development environment involving a diverse technology stack. Knowledge of but not limited to IIS, NODE.JS, ORACLE 12c, WEB API and ASP.NET. The candidate must be focused, hard-working, and self-motivated with ability to work across teams and organizations.

Responsibilities:
  • Troubleshoot and resolve Production issues according to agreed SLA's
  • Act as part of 24/7 rotation in support of critical components of Production applications
  • Provide off-hours support of critical non-Production components and systems
  • Gain an understanding of the functionalities of applications being supported
  • Utilize existing tools (Jira) to log/updated support cases, identify trends and report them
  • Communicate the support case status to the parties involved on a regular basis
  • Work closely with the Level-3 support within the Application Development teams to troubleshoot complex Production issues
  • Follow escalation procedures for complex Production issues
  • Provide a RCA for production issues to avoid recurrence
  • Follow defined lifecycle methodology and risk guidelines with support perspective
  • Effectively communicate and build relationships with business users and technology groups
  • Proactively identify recurring and/or challenging issues and coordinate resolution with product development team to facilitate continuous improvement
Qualifications:
  • Bachelor’s degree in Computer Science or equivalent
  • Three to five years of experience in the Information Technology field of application support
  • Experience using and supporting complex architecture environments consisting of custom-built applications and COTS
  • Must be a team player and have the ability to work across technical and business groups
  • Must be able to act as the medium between business and technology
  • Knowledge of relational databases and client/server technologies
  • Proficient computer skills including working with Microsoft Office (Visio, Excel, Word etc.)
  • Experience with MS SQL Server, SQL Scripting, IIS Web Server, .NET, C#, Oracle
  • Excellent written and oral communication. Ability to communicate technical issues to non-technical business colleagues
  • Strong analytic, organizational and problem-solving skills
  • Ability to learn quickly and adapt to change
  • Strong and collaborative work ethic; team oriented; high integrity
  • Expert and proven analysis, judgment, decision making, organizational, and planning skills working in an autonomous and proactive manner
  • Passion and demonstrated ability for continuous process improvement

Preferred Qualifications:

  • Level-2 Enterprise Application Support experience in a medium-large organization
  • Strong experience working directly with customers & ability to brainstorm concepts
  • Some experience in working on products that uses EDI, SOA and ERP is a plus
  • Ability to work independently as well as a part of a team
  • Strong work ethic, critical thinker
  • Specific experience in the transportation industry is a plus
  • Experience with Agile and Scrum\Kanban processes and methods is a plus
More About Us:

Are you looking for a career with an industry leader? Have big ideas that deserve to be heard? A career at TRAC offers a rewarding opportunity to be part of a growing, evolving and ever-improving organization. Employer is North America’s leading intermodal transportation equipment provider and chassis pool manager serving domestic and international shippers. The company's operations include long-term leasing and short-term rentals of approximately 278,000 chassis in our fleet. We also provide pool/fleet management services and are a leader in providing chassis solutions to the intermodal industry that are designed to increase supply chain efficiency, control costs and promote safety. Based in Princeton New Jersey, Employer is opening new locations across North America, experiencing impressive growth and embracing change. With the acquisition of Interstar Fleet Services and partnership with StreetTurn’s Intermodal Data Hub, we continue to expand our service offerings and create new career opportunities. If you want to work with a company whose people live its values every day, consider a career with Employer.

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