Application Support Analyst

Software Guidance & Assistance, Inc., (SGA), is searching for an Application Support Analyst for a contract assignment with one of our premier financial services clients in San Francisco, CA.

Responsibilities :

• Top 7 Responsibilities:
  • Perform technical troubleshooting on highly complex integrated systems, including diagnostic approaches, determining root causes, and identifying solutions on a data lake house hosted in a cloud environment utilizing technologies such as R/SparklyR, Pyspark, Databricks, Starburst, Python, Collibra, Tableau, SQL, and Alteryx.
  • Provide primary technical support to end user community for problems related to software, data issues, data communication and processing errors.
  • Oversee application, production and/or implementation support, both technical and user, for new releases.
  • Consult on application testing strategies, document observations and coordinate responses.
  • Maintain project and application information including schedule, system scope, requirements, and other pertinent documentation. Make recommendation so management regarding process improvements. Coordinate the information flow between business owners and development staff. Coordinate tasks,functional reviews and application development sessions between the development site and technical work groups ensuring steps are executed timely.
  • Documents end-user interactions into the automated call logging tools for tracking and productivity purposes.
  • Validate proposed technical approaches to system or application problem logs and make recommendation for mediation to management.
• Collaborate with training team to develop and conduct end-user training sessions as well as training and user guides. Coach, mentor and assist the development of other technical support staff.
• Work with internal customers and encourage open dialogue and contributions to understand requirements, assumptions, current reality, and constraints.
• Develop, implement and mature support processes, procedures, and best practices to ensure efficient and effective support operations.
• Monitor the stability, availability and performance of CDP platform, analytics and reporting systems and related application infrastructure.
• Identify opportunities for process improvements and automation to enhance the efficiency and effectiveness of production support operations.
• Collaborate with the platform engineering, analytics, infrastructure team and product to implement improvements and ensure alignment with overall business objectives.
• Generate reports on support activities, system performance, and incident trends for CDP stakeholders.
• Develop and maintain documentation of training content, user documentation, support processes, procedures, and incident resolutions
• Foster relationships with key stakeholders and user groups, deepen knowledge of evolving support needs
• Collect and report on CDP platform and support services metrics
• Perform other duties as assigned.

Required Skills:

• Typically has 6+ years of experience.
• Extensive technical knowledge of data models with R, Databricks, Starburst, Collibra, R/SparklyR, Python, Alteryx, SQL, etc.
• Ability to perform involved, independent research and develops highly creative work products and proposals.
• Knowledge of complex procedures and practices of a specific function, service, or related department, i.e., Supervision and Regulation.
• Demonstrates a high degree of creativity in addressing problems/issues and opportunities.
• Strong verbal and written communication skills with an ability to present/facilitate effective training sessions.
• Demonstrated concentration on customer service orientation.
• Ability to work effectively in a highly matrix or virtual organization.
• Strong experience in Agile delivery, requirements engineering, backlog development and refinement
• Broad knowledge of application and data modelling techniques with the ability to identify root cause issues and appropriate solutions.
• Strong experience working in Agile environment/SAFe framework and agile management tools like Jira
• Excellent analytical and design skills.
• Ability to articulate technical concepts to all audiences; technical writing expertise.
• Ability to be flexible and pivot to competing priorities at any given time.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.