At Enel X, we are transforming the energy sector by combining innovative solutions with a strong financial foundation. Our mission is to empower everyone to transform energy into new opportunities for sustainable growth and progress.
Job Description
We are seeking a highly skilled Systems and Application Support Analyst to join our Global Operations team. As a key member of our team, you will work closely with internal users and engineering teams to resolve software and technical issues.
Key Responsibilities
* Application Troubleshooting: Investigate and analyse application issues reported by end-users, providing timely and effective resolution to minimize downtime and ensure continuous system functionality.
* Technical Support: Serve as the primary point of contact for internal and external users, offering technical assistance and guidance on application-related queries, configurations, and troubleshooting procedures.
* Documentation: Create and maintain comprehensive documentation for application support processes, known issues, and resolutions to facilitate efficient problem-solving and knowledge sharing within the team.
* Collaboration: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to address and resolve complex application issues and improve overall system performance.
* Incident Management: Utilize incident management tools to track, prioritize, and escalate issues as needed, ensuring adherence to service level agreements (SLAs) and minimizing the impact on business operations.
* Software Updates: Coordinate and support the deployment of application updates, patches, and enhancements, working closely with development teams to validate changes and ensure seamless integration.
* User Training: Develop and deliver training sessions for end-users to enhance their understanding of application features, troubleshooting techniques, and best practices to minimize recurring issues.
* Performance Monitoring: Implement monitoring tools to proactively identify potential issues, analyse trends, and take preventive actions to maintain optimal application performance.
Requirements
* Bachelor's degree in computer science, Information Technology, or related field.
* Proven experience in application support, troubleshooting, and technical assistance.
* Strong knowledge of ITIL or other IT service management frameworks.
* Proficiency in scripting languages and familiarity with database management systems.
* Excellent communication and interpersonal skills with a customer-centric approach.
* Ability to work independently and collaboratively in a fast-paced environment.
* Detail-oriented with strong problem-solving and analytical abilities.
* Familiarity with IT security principles and practices.
* Demonstrated ability to solve problems and design new processes.
* Desire to learn how to work with and derive insights from large amounts of data.
* High attention to detail and inquisitive nature.
* Experience with enterprise-level applications and systems.
* Familiarity with ticketing systems and incident management tools.
* Knowledge of cloud computing platforms.
* IT certifications such as ITIL, CompTIA A+, or similar.
Our Values
We are looking for people who embody our values: Trust, Respect, Innovation, Proactivity and Flexibility. We believe that together, we can make a difference and grow with us.