Application Support Analyst Ii

hace 13 horas


San José, Costa Rica TreviPay A tiempo completo

At TreviPay, we help clients grow by streamlining B2B payments through a combination of innovative technology, service expertise, and working capital to improve their customer’s experience and free up funding for growth. We facilitate $6 billion in transactions per year in 18 currencies for customers in more than 27 countries. We specialize in payment and credit management for B2B companies across the globe, setting the stage for the future of omni-channel B2B payments by extending terms, handling invoicing and managing collections. We take care of our clients by taking care of their customers. Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.

**Key Responsibilities**:

- Own Incident Management and Service Request lifecycle on behalf of the customer
- Investigate and diagnose Incidents in the production environment for assigned programs
- Classify and assign each request as an Incident or customer facing Service Request in a service management tracking system
- Determine Impact analysis for production issues and prioritize using ITIL established processes
- Manage, track and prioritize customer requests and enhancements with Product Owner(s) using Agile development methodology
- Perform reporting, data and other ad-hoc requests within assigned responsibilities
- Take on new Application Engineering support activities when defined
- Provide production support from customer service team and manage On-Call and Major Incident processes in a 24x7 environment
- Create Standard Operating Procedures for Application support activities
- Build and update knowledge base and work with Application Engineering team to determine knowledge transfer support activities
- Subject Matter Expert for assigned programs
- Create and execute test cases and scenarios as required
- Create SQL queries to research customer issues, execute complex SQL queries for incident resolution
- This position will also present continuous improvement opportunities to business and IT leadership for implementation.

**Qualifications**:

- Associate Degree, Technical School diploma, or other two-year program or equivalent experience
- Min. 3-5 years of experience in a similar IT support role.
- Technical or operations experience in a similar role
- Technical curiosity and aptitude
- Strong communication skills (oral and written)
- Basic understanding of Relational Databases
- Intermediate experience writing SQL queries
- Experience Writing Technical Documentation and/or Standard Operating Procedures
- Must own Incident Management and Service Request lifecycle

**Preferred Experience**:

- ITIL v3 Foundations or understanding of ITIL Framework
- Experience with Amazon Web Services (AWS)
- Experience working in an Agile environment
- Testing experience including but not limited to test case creation, execution, or regression testing
- Ability to Analyze Log Files
- Incident management and Request fulfillment using IT Service Management tool
- Major Incident Facilitation
- Alerts and Performance Monitoring

Why you will love working at TreviPay
- Competitive salary
- Generous paid time off
- Medical, dental, vision, FSA, Life/AD&D, long and short term disability
- 401K matching
- Casual environment and dress
- Employee referral program

At TreviPay we believe:

- in saying yes to unique and challenging requirements
- empowered team members are creative team members
- our products make the customer’s day just a little bit better
- work/life balance makes us all more effective

LI-TG1



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