InComm

Application Support Analyst II

US-GA-Atlanta
Type
Full-Time

Overview

Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

 

About This Opportunity

The Systems Analyst I is a key member of the Application Ownership team. The Systems Analyst I will be a part of a team of 6 responsible for supporting Java based Mobile and Customer Care Platform applications.

 

The Systems Analyst will analyze, monitor, and support these applications while driving customer satisfaction from Merchants, Account Managers and Customer Service teams. The Systems Analyst oversees the production ecosystem to support these applications and ensures maximum uptimes. The Systems Analyst is also responsible for resolving escalated support incidents and effectively communicating the solution. This position is the focal point to the platform, ensuring operational and process excellence.

Responsibilities

  • Consistently monitor the applications that comprise the Mobile and Customer Care Platforms to ensure the highest levels of performance.
  • Exhibits the commitment to Customer Service excellence and has the ability to effectively interact with users of all levels
  • Identify, research and solve complex incidents escalated to the team from the ITSS team
  • Be available to support after hours coverage/escalation & support on-call rotation as assigned
  • Monitor systems and proactively address issues with business partners & customers
  • Able to work under tight deadlines while providing high-quality work
  • Maintain a strong partnership with the Mobile and Customer Care team Account Managers
  • Parse, analyze and understand system log files
  • Proactively address system issues that have potential impact for the corporation
  • Possess strong research, analytical, and troubleshooting skills
  • Interact effectively with partners and peers and be able to facilitate troubleshooting calls to resolution.
  • Provide feedback on the software to the development team
  • Collaborate with QA testing in the research and writing of test cases and participating in system testing
  • Participate in production deployment for coordination and verification as the owner of the platform

Qualifications

  • Bachelor's degree (Computer Science or related field) or equivalent experience
  • Minimum 3 years of experience with Applications Support
  • Proficiency supporting Java applications
  • Experience navigating log files to troubleshoot problems
  • Excellent written and oral communication skills
  • Proficient with MS Office Suite - MS SQL Server queries & stored procedures preferred
  • Familiarity with SPLUNK with ability to navigate log files
  • Must be results driven, and take appropriate steps to achieve goals
  • Experience with high-volume transactional processing systems and best practices
  • Excellent organizational skills, self-administration, attention to detail, multi-tasking, prioritization, critical thinking and analysis, decision-making, verbal and written communication, and interpersonal interactions (ability to foster a cooperative work environment)
  • Operates ethically: admits mistakes, treats others with respect, trust, and dignity, demonstrates honest and ethical behavior, and follows through on commitments and agreements

 

 

 

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

 

*This position is eligible for the Employee Referral Bonus Program - Tier 3 -  #LI-KJ1

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