Production Support Analyst

Application Production Support Analyst

Support the execution of application production support activities with a focus on the functional and technical features of assigned BBH applications. Work as part of a team to help maintain application performance, stability, and availability. Assist in incident resolution, monitoring, and routine support tasks under the guidance of senior team members. Contribute to troubleshooting efforts, documentation updates, and basic root cause analysis.

Learn and develop technical and business knowledge of supported applications. Collaborate with team members and technical specialists to resolve production issues and meet business needs.

• Assist in the triage and resolution of application incidents under supervision.
• Support incident management processes, including updating tickets and communicating status as needed.
• Escalate issues to senior team members when appropriate.
• Respond to basic business inquiries related to supported applications, with guidance as needed.

• Perform routine monitoring of application systems using established procedures.
• Identify and report abnormalities or issues to senior team members.
• Follow daily operational checklists and support tasks to ensure system stability.

• Support root cause analysis efforts by gathering information and documenting findings.
• Ensure incidents and recurring issues are properly logged and tracked in central repository (e.g., Service Now).
• Assist in maintaining documentation for known issues and solutions.

• Participate in event or incident calls as a supporting team member.
• Assist with troubleshooting activities during outages or service disruptions.
• Provide updates to team members on assigned tasks and progress.

• BA/BS degree in Computer Science, Information Systems, Business, or related field (or equivalent experience)
• 2-5 years of relevant experience (internships or entry-level IT/support experience acceptable)
• Strong attention to detail and willingness to learn in a fast-paced environment
• Foundational technical understanding of application support concepts (incident and problem management, monitoring, escalation, etc.)
• Familiarity with Microsoft Office applications
• Good communication and teamwork skills
• Ability to follow documented procedures and escalate appropriately

• Exposure to financial services or enterprise applications
• Familiarity with IT Service Management platforms such as Service Now
• Familiarity with observation and monitoring tools like Splunk
• Basic understanding of ITIL concepts

Jersey City: $80,000 - $95,000 salary + annual performance bonus

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status under federal, state or local law.