Application Support Analyst - (Hartford, CT)

POSITION OVERVIEW The Application Support Analyst will be responsible for managing the intake of all support tickets, make a rapid differential diagnosis, and triage issues based on priority and impact. The analyst will also be the 1st line of defense for L1/2 issues. Fundamental Components: Performs analysis to assess root cause of moderately complex (multiple interfaces with other systems within a single business unit) customer issues for reported system defects and control deficiencies found from system audits. This includes the recreating of the problem and managing the issues to closure. Conducts interviews, fact-finding, and independent research to design creative, progressive solutions to system issues. Documents business impact of system issue. Develops and communicates effective short term workaround procedures to address system issues. Assists with the management and resolution of unplanned hard system outages.