Application Support Analyst - IV

We are seeking a Senior Technical Analyst to provide advanced application support for a cloud-based data platform.

This role involves troubleshooting complex technical issues, supporting end users, and collaborating with cross-functional teams to ensure the stability, performance, and continuous improvement of analytics and reporting systems.

Key Responsibilities

• Provide technical support for integrated systems, including troubleshooting, root cause analysis, and resolution using tools such as R/Sparkly
  
  R, Databricks, Starburst, Collibra, Tableau, Python, and Alteryx.
• Support end users with software, data, and processing issues; oversee application and production support for new releases.
• Lead application testing strategies, document observations, and coordinate responses.
• Maintain project documentation including schedules, system scope, and requirements.
• Coordinate communication between business owners and development teams.
• Document user interactions and technical resolutions using automated call logging tools.
• Validate technical approaches to system issues and recommend solutions.
• Develop and deliver end-user training sessions and documentation.
• Mentor and guide junior technical support staff; may lead team assignments.
• Monitor the stability and performance of the data platform and related infrastructure.
• Identify opportunities for process improvements and automation in support operations.
• Collaborate with platform engineering, analytics, infrastructure, and product teams to implement improvements.
• Generate reports on system performance, support activities, and incident trends.
• Maintain documentation of support processes, procedures, and incident resolutions.
• Foster relationships with stakeholders and user groups to understand evolving support needs.
• Participate in contingency testing and ad hoc administrative assignments.
• Must be available for on-call support during designated shifts (8am–2pm ET or 2pm–8pm ET, Monday–Friday).

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• 6+ years of experience in technical support or application support roles.
• Proficiency with Databricks, Starburst, Collibra, R/Sparkly
  
  R, Python, Alteryx, SQL, and Tableau.
• Experience in Agile delivery, requirements engineering, and backlog refinement.
• Strong stakeholder engagement and communication skills.
• Experience working with distributed teams and software solution providers.
• Familiarity with application and data modeling techniques.
• Experience using Agile tools such as Jira.
• Ability to articulate technical concepts to diverse audiences and produce technical documentation.
• Strong analytical, problem-solving, and conflict resolution skills.
• Ability to manage competing priorities in a dynamic environment.

• CBAP, Agile Analysis Certification, or similar credentials.
• Experience in a matrixed or virtual organization.
• Familiarity with regulatory or compliance-driven environments.