Job Summary
• The Senior Applications Support Analyst is responsible for providing intermediate to advanced technical and problem resolution support on all of Ashley Furniture’s applications across the globe. While providing Level 3 and 4 support, this position will also serve as an expert resource for inter-group discussions as well as facilitate resolution efforts of major incidents with the ultimate goal of maximizing service availability and satisfaction for all internal and external customers. This position is also responsible for delivering clear, concise, timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible.
• The Senior Applications Support Analyst is accountable for providing timely and effective support and escalation for Ashley Furniture’s systems, software and associated products.
Responsibilities
• Continuously deliver clear, concise, timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible.
• Provide timely and effective support and escalation for Ashley Furniture’s systems, software and associated products.
• Independently troubleshoot and resolve issues impacting Ashley Furniture’s systems, applications and services within the agreed time to recovery.
• Lead the investigation, research and resolution efforts during High or Critical Incidents, making critical decisions as needed to resolve the situation.
• Work closely with vendors, development and operational teams globally to ensure rapid service restoration.
• Analyze log files, system/application data, and debug source code to determine issue root cause; prevent the repetition of issues through leading the root cause analysis effort.
• Supply more junior staff with guidance and support as needed.
• Work to continuously improve service and efficiency by following and enforcing process and procedure standards.
• Provide accurate daily handover of all ongoing and major incidents in your shift to offshore colleagues.
• Continually develop expertise on the systems, technology and infrastructure.
• Assess accuracy of incident priority as well as risk of changes proposed for Production deployment and challenge these when necessary.
• Improve future resolution of incidents by authoring new and improving existing knowledge articles.
• React to change productively, communicate effectively and handle other essential and tasks assigned.
• Assist in the hand off of development code to enable the support of the production environment.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.