Software Application Support Analyst

Command-line interface, Database, Documentation, Groovy, Hardware troubleshooting, Lua, Monitoring, Problem solving, Production, Research, SQL, Scripting, TCP/IP, Troubleshooting
Full Time
Depends on Experience
Travel not required

Job Description

ARGO is a leading provider of software and analytics solutions for both the financial services and healthcare industries. ARGO transforms business processes for financial service providers and healthcare organizations using proven business models and software innovation informed by real customer challenges, breakthrough technology, and rich analytics.


The Software Application Support Analyst position is a 2nd level support position that works with ARGO customer’s technical teams and internal ARGO implementation teams to answer questions and solve problems associated with the development, implementation and use of ARGO products in Development, QA, Training and Production environments.  Tickets are submitted by ARGO customers and the ARGO Support Analyst works the ticket until resolution
 
The ARGO Support Analyst role also includes the proactive monitoring of ARGO Customer’s Production environments with an additional level of support called EDMS. Through the Early Detection Monitoring Service (EDMS), the ARGO Support team proactively monitors ARGO solutions running in the production environment to predict and reduce potential outages. While other systems monitor the stability and reliability of portions of the environment in isolation, including hardware, database, or device, EDMS makes a comprehensive real-time evaluation of how well the ARGO application is performing in its interaction with each portion of the operating environment.
 
This support service uses predictive operational indicators to identify when production problems occur or when trends indicate a production issue is likely to impact mission-critical operations. Since ARGO also has immediate access to diagnostic information, EDMS significantly reduces resolution time and improves the operational reliability and performance of crucial applications.
EDUCATIONAL REQUIREMENTS:
 

  • Bachelor’s degree preferably in CIS, Computer Science or MIS.
  • Recent graduates within the last 18 months, will be requested to submit an official college transcript prior to an interview.

ESSENTIAL FUNCTIONS:
 

  • Provide telephone and e-mail support to ARGO customers and ARGO internal project implementation teams. Support consists of answering how-to questions from development environments and researching/resolving identified problems in customer QA, Training and Production environments
  • Research problems to identify root cause (defect, configuration, environmental, or system design). This includes analyzing transaction, network and database traces to identify the cause.
  • Identify and/or capture necessary information in order to work with the customer or developers to recreate the identified issues when applicable.
  • Interface with other ARGO teams (2nd and 3rd level support teams; systems developers; Quality Assurance staff and Documentation staff)
  • Train, document, and transfer knowledge of areas of expertise to other team members

KNOWLEDGE, PREFERRED SKILLS, AND ABILITIES:
 

  • Effective written and verbal business and technical communication skills
  • Able to produce and interpret technical documentation
  • Able to work in a team environment
  • Hardware troubleshooting, troubleshooting customized applications, deep analysis of traces and logs with troubleshooting performance issues experience.
  • Command line experience
  • Network and Hardware support
  • SQL Knowledge
  • LAN, WAN communication and TCP/IP protocol
  • Operating system installation and configuration
  • Ability to learn how to install and configure other 3rd party software used to support ARGO applications
  • Ability to learn how to install, configure and implement new ARGO features as new versions are released
  • General customer service skills.
  • Excellent problem solving skills over complex issues
  • Desktop support experience is a plus
  • General Knowledge of Teller, Lending, Positive Pay, or Item Processing is a plus.
  • Programming or scripting knowledge ( LUA, Groovy, etc ) is a plus

ADDITIONAL REQUIREMENTS:
Applicants for U.S. or Canadian based positions with ARGO must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for any ARGO positions.

Dice Id : 10123166
Position Id : AQ605
Originally Posted : 6 months ago
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