Mid-level Application Support Analyst

Company Description

McFadyen Digital is the leading advisor and implementer of e-commerce marketplace solutions. During 15 years of implementing marketplaces, we’ve built dozens of platforms that cumulatively generate billions of dollars of GMV. We’re honored to have served 10% of the Fortune 500. Over 250 global brands like ABB, AB InBev, ACCO, Albertsons, American Red Cross, American Eagle Outfitters, US Army, US Agriculture Dept, (and many more letters in the alphabet) have entrusted their digital transformations to McFadyen. We operate global offices across the US, Brazil, and India. McFadyen Digital has been a trusted employer for over 35 years and believes that people are the most important part of our company. We’re proud of our Great Place to Work certification.

**Job Description**:
**Responsibilities**:

- Top five responsibilities:_
- Actively problem-solving issues as they arise by supporting the execution of brainstorming sessions with stakeholders within the client organization and vendors that helps assess and identify technological solutions.
- Supporting our client's management to make informed decisions on how to proceed with problems, incidents, and requests.
- Managing support ticket systems.
- Reporting appropriately on all the performed activities.
- Additional Responsibilities_
- Working with cross-functional teams from various vendors and departments of the business to assess the problems and synchronize the functional impacts of the situation in the organization's operations.
- Communicating incidents or requests to colleagues and other teams.
- Alerting / Escalating tickets to superiors for further guidance in case a request or incident is hard to be assessed or solved.
- Keeping records of problems, incidents, requests, and the respective _post-mortem-analysis_ reports, workarounds, and fixes implemented.
- Maintaining and updating technical and instruction manuals, support scripts, and procedures.
- Managing support ticket systems.
- Reporting appropriately on all the performed activities.

**Qualifications**:

- Work experience in Technical or User Support.
- Technical background in IT or information systems.
- Practice with agile and IT service operations methodologies (ITIL certification is a plus).
- Understanding of key business concepts and processes like customer experience, customer relationship management, sales, accounting, taxes, logistics, etc.
- Experience supporting eCommerce solutions.
- Experience with NewRelic.
- Familiarity with ALM (Application Lifecycle Management) concepts.
- APIs and microservice architectures.
- Relational databases (SQL, stored procedures, data modeling).
- Software coding and scripting.
- Experience with Structured Query Language (SQL), KPIs and dashboards.
- Outstanding verbal and written communication skills.
- Ability to translate complex ideas for non-tech stakeholders.
- Fluency in English.
- Experienced working collaboratively in an international work environment.
- Leadership skills.
- Ability to learn and understand IT management software.
- Flexible, detail-oriented, and willing to go the extra mile.
- Ability to multitask.
- Patience, understanding, and empathy.
- Critical thinking, diagnostics, and problem-solving skills.
- Desire to exceed expectations.

**Desired Skills**:

- Knowledge of popular programming languages like Java, Jscript,.Net, and HTML is a plus.
- Experience with Adobe Magento is a plus

**Working conditions**:
McFadyen's Global Support work environment is highly customer-focused and fast-paced. Although we operate from different locations (time zones) and with multiple teams to provide 24/7 support coverage to our clients, Application Support Analysts may be required to work outside of regular business hours to become available as the first point of contact for stakeholders experiencing technical challenges; and also to eventually coordinate investigations, workarounds, and bug fixes with the team.
- 100% remote position.
- Working as per the US business hours and holidays.
- Assigned to work on shifts with other team members to cover a 12/7 support model in standby mode (the other 12/7 hours are supported by our offshore team in India).
- Depending on the request or incident severity, Application Support Analysts may be required to work on tickets outside regular business hours.

Additional Information
**What we can offer you**
- A career with thought leaders who literally wrote the book on Marketplace Best Practices
- A career in the fast-paced world of retail eCommerce, digital marketplaces and platform businesses
- A career with first-movers who are deploying new business models and strategies worldwide
- A career in a flat management structure without a rigid hierarchy and bureaucracy
- A career in a culture that rewards creativity and innovation, risk-taking and teamwork

**Our Core Values**: Client Focus, Owning the Outcome, Adaptable, Caring

**Keywords**: support, support analyst, support pro