Job Title: Application Support Analyst Department: Managed Services
Employment Type: Full Time Experience: 5+ Years
The Application Support Analyst is a key member of our Managed Services team within FALMS, supporting our onsite enterprise telecom customer for their Production and UAT environments. In this role, you will work directly with our customer, providing L2 customer support for the CATS Asset Lifecycle Management Application.
This role requires you to provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Troubleshoot software failures and design flaws and identify application and/or user training problems when they relate to the customer usage. Provides case status updates to Customer and ALM product personnel. Provide technical support for cases escalated by Customer L1 Helpdesk personnel and provide training and documentation as required.
In this role you will work closely with the Customer, Business Systems Analysts, Systems Engineers and QA on support, maintenance, release management, new feature implementation, etc. Using SQL, XML, PL/SQL, Zendesk, JIRA, Confluence, etc., this position is responsible for debugging customer issues, configuring production & testing environments, creating reports, maintaining interfaces and backend processing in a fast-paced and dynamic work environment. This position requires strong problem-solving and communication skills, attention to detail, the ability to quickly research and implement customer solutions and the desire to work in a fast-paced, creative and dynamic environment.
Experience and skills
Fulcrum is a Seattle-based software company, founded in 1998. Our enterprise software is a leader in the telecommunications industry. Fulcrum’s solution is centred around our CATS Asset Lifecycle Management software platform, offered hosted in the Cloud, or as traditionally licensed software. The CATS software platform is recognized for its powerful mobile data collection capabilities designed for use in the field and for integration with back-office systems like Oracle, PeopleSoft, SAP and Granite that leverage Fulcrum’s CATS information to assure that their data is accurate, complete and up-to-date. Fulcrum has offices in Seattle and in Gurgaon, Haryana, India.