Application Support Analyst

Guadalajara, Mexico

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 24,000 people with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.

DESCRIPTION


You are curious, persistent, logical and clever – a true techie at heart. You enjoy living by the code of your craft and developing elegant solutions for complex problems. If this sounds like you, this could be the perfect opportunity to join EPAM as an Application Support Analyst. Scroll down to learn more about the position’s responsibilities and requirements.


We are seeking a professional who will play a crucial role in business development process and business proposals creation including lead qualification, elaboration of EPAM offering, value proposition and final deal closure. The ideal candidate will be a part of Cloud & DevOps Competency Center and work with EPAM Sales and Legal Teams, Industry and Geographical Business Units to develop and present business solutions, aligning business needs and positioning EPAM experience and services as key differentiator and competitive advantage.

This person must be comfortable mapping business requirements into EPAM Cloud, DevOps and Support capabilities and services, suggesting delivery methodologies, defining financial models, prerequisites and dependencies of a successful engagement, coordinating and integrating business development activities across multiple organizational units and divisions at EPAM.

We are looking for exceptionally talented people who will have the chance to propel their careers to the next level. Your work will directly influence strategic decisions and transformation for Fortune 500 corporations.

Responsibilities

  • Provide front-line support for incoming issues to FindLaw Technology to ensure courteous, timely and effective resolution of user issues. Build rapport and elicit problem details from customers;
  • Document all pertinent information and actions taken in ticketing system for the life of the issue including decisions made, successful and unsuccessful actions taken, and final steps required for resolution;
  • Evaluate documented resolutions, analyze trends, and make recommendations to prevent future occurrences of similar issues;
  • Communicate frequently with customers regarding issue status, next steps, and action timelines. Use SLAs as a point of reference to manage customer expectations;
  • Use critical and creative thinking skills to troubleshoot reported issues, leveraging known and unknown resources such as previous issue resolutions, team trainings and documentation, and even web searches for possible software updates or other points of reference that can assist troubleshooting;
  • Develop trust and collaborative relationships with our business partners, users, third party vendors, and technology groups to facilitate the support process and work toward issue resolution;
  • Communicate and manage production incidents, including appropriate follow up via established problem management process. Collaborate with Application Support and Development engineers to expedite incident resolution to meet or exceed SLAs;
  • Assist the application support team as needed by validating fixes to ensure problems have been adequately resolved;
  • Develop help sheets, FAQ documents or other documentation for end users. Provide consultative advice and training to users regarding application functionality;
  • Support and assist with software releases and rollouts, as needed, according to Release Management best practices;
  • Develop understanding of complex business processes and concepts within FindLaw and our market;
  • Provide mentoring and training to less experienced team members.

Requirements

  • Experience writing complex SQL queries;
  • Strong commitment to customer service and performance;
  • Proven analytical and problem-solving abilities;
  • Excellent written and oral communication skills;
  • Ability to present highly technical ideas in user-friendly business language;
  • Keen attention to detail;
  • Ability to effectively prioritize and execute tasks in a high-pressure environment;
  • Demonstrated flexibility to work either independently or in a team-oriented, collaborative environment;
  • 4 years of Bachelor’s Degree or equivalent work experience;
  • 2+ years of technology product support;
  • Working knowledge of a range of issue tracking and diagnostic utilities;
  • Working knowledge of computer hardware and operating systems;
  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills;
  • Strong documentation skills;
  • Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred.

We offer

  • Career plan and real growth opportunities;
  • International Mobility Plan within 25 countries;
  • Constant training, mentoring, online corporate courses, eLearning and more;
  • English classes with certified teacher;
  • Support for employee’s initiatives (Algorithms club, toastmasters, agile club and more);
  • Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more);
  • Flexible work schedule and dress code;
  • Collaborate in a multicultural environment and share best practices from around the globe;
  • Hired directly by EPAM & 100% under payroll;
  • Law benefits (IMSS, INFONAVIT, 15 days December bonus, 25% vacation bonus);
  • Personal insurance: Life, Major medical expenses with dental & visual coverage;
  • 13 % employee savings fund;
  • Grocery coupons (added to the monthly benefits once the probation period has been passed);
  • 10 vacations days plus 2 floating days;
  • Official Mexican holidays, plus two extra holidays (December 24th & 31st);
  • Relocation bonus: transportation, 2 weeks of accommodation for you and your family and more.