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Systems and Application Support Analyst

General Information

Country
Ireland
State/Region
Leinster
City
Dublin City
Team
Customer Operations and Retail
Seniority
Specialist (2-4 years of experience)
Job Type
Permanent
Hire Type
Full-Time
Work Regimen
Hybrid
Posting Date
25-Apr-2024
Expiration Date
26-May-2024
Company
EnerNOC Ireland Ltd

Description and Requirements

Enel X is a global business line of the Enel Group, combining its own progressive, future-oriented approach with the financial solidity and worldwide reach of the Group. We are leading the energy transformation all over the world, turning complex technologies into simple, approachable, effective solutions that enable everyone to transform energy into new opportunities for sustainable growth and progress. We are convinced that the energy solutions of the future are electric, digital and renewable.

As a leading provider of flexibility grid services, there is an immediate need for a Systems and Application Support Analyst to join our world-class Global Operations team. Your primary mission as a Systems and Application Support Analyst will be to work with internal users of our applications and our engineering teams to reproduce, resolve or escalate software and technical issues.

Key Responsibilities

  • Application Troubleshooting: Investigate and analyse application issues reported by end-users, providing timely and effective resolution to minimize downtime and ensure continuous system functionality.
  • Technical Support: Serve as the primary point of contact for internal and external users, offering technical assistance and guidance on application-related queries, configurations, and troubleshooting procedures.
  • Documentation: Create and maintain comprehensive documentation for application support processes, known issues, and resolutions to facilitate efficient problem-solving and knowledge sharing within the team.
  • Collaboration: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to address and resolve complex application issues and improve overall system performance.
  • Incident Management: Utilize incident management tools to track, prioritize, and escalate issues as needed, ensuring adherence to service level agreements (SLAs) and minimizing the impact on business operations.
  • Software Updates: Coordinate and support the deployment of application updates, patches, and enhancements, working closely with development teams to validate changes and ensure seamless integration.
  • User Training: Develop and deliver training sessions for end-users to enhance their understanding of application features, troubleshooting techniques, and best practices to minimize recurring issues.
  • Performance Monitoring: Implement monitoring tools to proactively identify potential issues, analyse trends, and take preventive actions to maintain optimal application performance.
Requirements

  • Bachelor’s degree in computer science, Information Technology, or related field.
  • Proven experience in application support, troubleshooting, and technical assistance.
  • Strong knowledge of ITIL or other IT service management frameworks.
  • Proficiency in scripting languages and familiarity with database management systems.
  • Excellent communication and interpersonal skills with a customer-centric approach.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Detail-oriented with strong problem-solving and analytical abilities.
  • Familiarity with IT security principles and practices.
  • Demonstrated ability to solve problems and design new processes.
  • Desire to learn how to work with and derive insights from large amounts of data.
  • High attention to detail and inquisitive nature.
  • Experience with enterprise-level applications and systems.
  • Familiarity with ticketing systems and incident management tools.
  • Knowledge of cloud computing platforms.
  • IT certifications such as ITIL, CompTIA A+, or similar.
If you are a proactive and detail-oriented professional who thrives in a challenging and collaborative environment, we invite you to apply for the position of Systems and Application Support Analyst and contribute to the success of our organization.

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