Posted: 24 March
Offer description
We are a global business line of the Enel Group, combining our progressive approach with the financial solidity and worldwide reach of the Group.
Our mission is to lead the energy transformation by turning complex technologies into simple, effective solutions that enable everyone to transform energy into new opportunities for sustainable growth and progress.
We believe that future energy solutions are electric, digital and renewable.
The role of Systems and Application Support Analyst is key in our Global Operations team.
You will work with internal users of our applications and engineering teams to reproduce, resolve or escalate software and technical issues.
* 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.
* 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.
We are looking for people who embody our values: Trust, Respect, Innovation, Proactivity and Flexibility.
