Senior Application Support Analyst

Advantage Resourcing provides workforce recruiting and placement services. As one of the world’s leading staffing companies, our primary objective is clear-cut: to perfectly align the best people with appropriate positions around the globe. Through contingent, contract, and direct hire services, our specialized recruiters place career-minded individuals in various fields.

Senior Application Support Analyst - Irvine, CA

We are a management software and consultancy company offering a great opportunity for a Senior Application Support Analyst. This is a direct hire position.

Reporting to the VP of Customer Service, the Senior Application Support Analyst provides in-depth second-line support to external customers and junior team members. Building good relationships with regional customers, which may include site visits and telephone reviews, is a key part of the role.

• Manage regional Alemba Maintenance & Support accounts and foster strong customer relationships.
• Handle support calls, log and profile issues, and work with customers to reproduce problems.
• Assist the Alemba Service Desk team in resolving customer issues promptly.
• Research issues, utilize support materials, and provide solutions.
• Log bugs and major incidents with 3rd line support, managing customer expectations.
• Perform customer call backs and monitor calls until resolution.
• Actively manage customer satisfaction and provide timely updates.
• Advise on system configuration to meet customer requirements.
• Plan and execute system upgrades between patch versions.
• Participate in User Group meetings and industry events as needed.
• Provide expert advice on Service Management and ITIL best practices.

• Advanced knowledge of Service Desk Software or advanced technical skills.
• Experience in a Service Desk or Application Support role.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and multi-tasking abilities.
• Excellent customer service skills.
• Exposure to JavaScript, SQL, HTML, CSS, or .Net is a plus.

• High energy, able to manage multiple activities independently.
• Attention to detail and accuracy.
• Effective communicator with team members, customers, and partners.
• Team-oriented with leadership capabilities to guide external suppliers.
• Reliable attendance and punctuality.

Benefits include optional health coverage (medical, dental, vision, life insurance) and competitive weekly pay.