Technical Application Support Analyst

Provide expert support and training to end users in identifying and resolving application-related issues, as well as proper configuration and usage of applications.
Take ownership of reported incidents — from escalation through analysis to effective resolution.
Deliver an exceptional level of application support to internal clients, teams, and relevant stakeholders.
Troubleshoot and resolve technical issues in a timely and efficient manner.
Maintain clear and regular communication with stakeholders throughout the resolution process.
Create and maintain documentation, and contribute to the knowledge base.
Participate in gathering business requirements, analysis, and testing.
Work closely with other teams e.g. QA team.
Take part in 24/7 Out Of Hours support on rota basis.
This role requires strong troubleshooting, analytical, and diagnostic skills, along with excellent communication abilities.

English proficiency at C1/C2 level.
Must have previous experience supporting or working with Salesforce (strong practical knowledge required).
Excellent written and verbal communication skills, with the ability to understand technical issues and explain operational or technical solutions clearly to users.
Technical education is required.
Highly service-oriented with exceptional customer service mindset.
Can-do attitude, strong time-management skills, and ability to work effectively under pressure.
Excellent multitasking, organizational, and prioritization skills, with the ability to work independently.
Empathetic approach and ability to remain calm in stressful situations.
Strong teamwork skills.
Experience providing end-user support in a service desk environment is preferred.

Experience with: ServiceNow (or similar ticketing systems), Jira, Umbraco, REST APIs, Datadog, GitHub, Informatica.

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