Senior Application Support Analyst

Job description
Day-to-day activities may include:

• Validation and investigation of ServiceNow Incidents to determine root causes of issues. Addressing of issues or re-routing them as needed to the IT-Dev and/or the product teams
• Escalations and communication regarding solutioning of outages or major system issues to leadership and end users
• Processing of access requests and system configurations.
• Validation of system after maintenance
• Documentation of key processes and knowledge base articles
• Data Analytics with end result of producing executive level summaries
• Collaborating with health plan partners, vendors, and IT counterparts on the implementation of applications across various health plans
• Working with and supporting end-users
• Managing multiple assignments on a regular basis

Skills:
SQL: Prospective candidates must be able to write and interpret complex queries with sub-queries, and multi-table joins in two or more of the following systems: Oracle, SQL Server, Greenplum, Teradata and communicate executive level summaries.
SAS: Ability to understand, execute and make minor changes to existing SAS code
Domain: Health Care or IT Analytics
Mandatory Skill:
Good to excellent communication skills - MUST & Flexible to work in ALL shifts (24x7)
6+ years of experience in Production Support, Performance Testing, and/or related technical environment.
4+ years working experience in Linux and Windows Environment
Must have experience with monitoring tools - Dynatrace (APM), Splunk (Logs), Foglight (DB)
Working knowledge with tools like Jira, Confluence, Service Now
Cloud infrastructure knowledge/experience in one of the platform (AWS and Azure)
Must have good exposure working in Java and Web technologies. Experience writing DB queries, Linux commands.
Able to analyze Java heap and thread dumps, Failure rate, response time degradation, CPU utilization and Memory alerts.
Understanding of ITIL Best Practices in IT Service Management (Change/Release/Incident/Problem) Management
Must be able to think broadly, correlate current conditions with historical trends and issues, incident triage techniques to resolve critical issues
Experience creating automations for routing and common tasks with Python or Ansible preferred.
Should be able to handle Production Services support independently and drive resolution for critical issues.