Application Support Analyst EN/FR (B2)

Company Description

The Alter Solutions Group is an IT Consultancy group, promoter of Digital Transformation, created in 2006, in Paris. In 2022, Alter Solutions joined the act digital group, constituting a global community of talent in Technology, with presence in thirteem countries: Germany, Belgium, Brazil, United States of America, Canada, Morocco, Mexico, Spain, France, Luxembourg, Poland, Portugal and Serbia. In 2023, we were recertified as a Great Place to Work.

Job Description

About the Role:
We are seeking an experienced Application Support Specialist (L1/L2) to join our client, a leading institution in the banking sector. This role is integral in maintaining and optimizing the applications crucial to the bank's daily operations. The ideal candidate will possess strong technical and analytical skills and have a solid foundation in IT service management, problem-solving, and an understanding of banking environments.

Responsibilities:

1. Application Support (L1/L2):

   • Provide first- and second-level support to ensure application stability, availability, and performance for banking applications.
   • Resolve incidents, troubleshoot issues, and execute problem management processes in adherence to ITIL best practices.
   • Analyze and escalate unresolved cases as necessary to L3 teams or vendors, ensuring minimal disruption to banking operations.

2. ITIL Process Management:

   • Implement and adhere to ITIL frameworks, including incident, change, and problem management, to enhance support quality.
   • Record and document incidents in alignment with service-level agreements (SLAs) and participate in root cause analysis and continuous improvement activities.

3. Database Management:

   • Perform SQL queries to analyze, identify, and resolve issues related to application data and performance.
   • Support database monitoring, data integrity checks, and provide recommendations for performance enhancements as needed.

4. Ticketing and Documentation:

   • Utilize tools such as JIRA and ServiceNow for tracking incidents, managing requests, and documentation.
   • Ensure precise logging of incidents, including resolution steps, root cause analysis, and resolutions for knowledge base updates.

5. Client and Team Collaboration:

   • Collaborate with business users and stakeholders to resolve functional and technical issues and improve service delivery.
   • Lead support initiatives and communicate updates with key stakeholders, including executive-level summaries where necessary.

Qualifications

• Technical Skills:

Must-Have:

• Application Support L1/L2 experience,
• ITIL expertise,
• SQL proficiency

Nice-to-Have:

• Experience with JIRA and ServiceNow

• Language Proficiency:

  • French (C1+), English (B2+)

• Soft Skills:

  • Proven leadership experience, banking industry knowledge preferred