Lead Application Analyst

Knowledge, Skills, and Abilities:

At least 8+ years’ experience working in IT service management, or a similar role.

Experience with cloud-based applications and services.
Knowledge of Agile and Dev Ops methodologies.
Strong knowledge of IT service management software including ITIL, Service Now and COBIT.
Experience working with IT systems and software such as Solar Winds, App Dynamics, and Data Dog
Strong technical background to understand and address complex issues. This includes proficiency in relevant technologies, software, and systems used within the organization.
Possess excellent problem-solving skills to analyze issues, identify root causes, and implement effective solutions promptly.
Effective communication to convey complex technical information to both customers and internal teams clearly and concisely.
Customer-centric approach for addressing customer concerns, managing expectations, and ensuring a positive customer experience even during escalations
Knowledge with SQL, scripting languages (e.g., Power Shell, Python), and relational databases.
Ability to work both independently and collaboratively in a fast-paced environment.
Strong organizational skills and attention to detail.

Essential Job Functions:

Gather requirements, assess existing systems, and recommend improvements or enhancements
Provide support for software applications used by business units, addressing and resolving user issues in a timely manner.
Coordinate with various teams, including technical support, engineering, and Service Desk, to gather information and address the issue effectively
Collaborate with development, infrastructure, and QA teams for root cause analysis and permanent fixes.
Monitor application performance, availability, and reliability using relevant tools and dashboards.
Document solutions, workarounds, and known issues in the knowledge base for future reference.
Ensure proper documentation of incidents, including the nature of the issue, steps taken to resolve it, and any follow-up actions
Participate in system reviews and performance monitoring to help identify and resolve potential issues.
Execution of the enterprise process, including management of incident queues, escalation as required to ensure that incidents are resolved timely
Be accountable for the delivery of service to IT end users globally
Provide inputs to the Problem Management process to prevent repeated incidents and to minimize the impact of incidents that cannot be prevented
Regularly reviewing and adhering to policies for changes in business operations and customer expectations.
Initiate management escalations as necessary
Perform routine operational tasks, such as batch job monitoring, data reconciliation, and system health checks.
Participate in application deployments, upgrades, and post-release support activities.
Communicate effectively with stakeholders regarding incident status, progress, and resolution timelines.
Identify opportunities for process improvements and automation within application support workflows.
Ensure compliance with company policies, security standards, and regulatory requirements.
Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties as assigned.