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S&P Global - New York, NY
posted about 2 months ago
About the position
The Application Support Analyst role at S&P Global focuses on providing operational support for specific business applications, ensuring their maintenance and high availability during business hours. The position involves minimizing the impact of incidents on the business and proactively identifying areas for improvement. The analyst will work within a global application support team, directly supporting users across multiple time zones and offices, and will engage in both remote and in-person support.
Responsibilities
- Resolving logged IT incidents to restore service as quickly as possible using application-specific technical knowledge.
- Responding to logged service requests, account administration, software installations, and general application and server administration.
- Management of major incidents via conference calls, email, and instant messaging systems.
- Composing and sending major incident notifications to business partners.
- Dealing with escalations in a timely manner to ensure issues are resolved to business partner's expectations.
- Composing technical knowledge base documents to be used within the team.
- Working with internal technical teams and external vendors to resolve service-related incidents.
- Connecting remotely to business partner's computers to resolve issues.
- Providing real-time server support to the daily publishing process and participating in associated conference calls.
Requirements
- Degree level in an IT related field preferred.
- Good understanding of ITIL methodology with proven operational experience in previous roles.
- Exposure to industry standard ITSM tools, preferably ServiceNow.
- Knowledge of troubleshooting & supporting applications running on Linux or Windows server OS.
- Familiarity with protocols such as TCP/IP, HTTP(S), SSL, and others.
- Knowledge of SQL Query language.
- Understanding of infrastructure concepts related to distributed applications.
Nice-to-haves
- Familiar with monitoring systems, preferably SPLUNK.
- Basic knowledge of managing virtual infrastructure and applications in AWS.
- Knowledge of scripting languages such as JScript, JavaScript, VBScript, Python, or PowerShell.
- Knowledge of Microsoft SharePoint, Azure, and Office 365 for collaborative solutions.
- Knowledge of using LLM and prompt engineering for automation.
Benefits
- Health care coverage designed for the mind and body.
- Generous time off to keep you energized.
- Access to resources for continuous learning and career growth.
- Competitive pay and retirement planning with company-matched contributions.
- Family-friendly perks and benefits for partners and children.
- Retail discounts and referral incentive awards.
