Senior Support Analyst

Role Overview: As a Senior Employee Support Analyst, your primary responsibility will be to support a diverse set of Products and Services within an agile cross-functional product development team. You will take ownership of products running in production, ensuring a frictionless experience for end-users. Additionally, you will provide feedback to shape the modernization and improvement of products, contributing to the overall goal of keeping systems modern, reusable, and maintainable. Your role will play a crucial part in shaping the future of Morningstar DBRS's Products and establishing it as a technology-first environment. Key Responsibilities: - Support a diverse set of Products and Services, utilizing your technical knowledge to assist end-users and stakeholders effectively. - Conduct research to identify issues, provide timely resolutions, and communicate outcomes to all relevant team members. - Communicate complex technical information efficiently through various channels such as email, chat, ticketing system, and bridge calls. - Educate end-users on complex user experiences and build a knowledge base for both end-users and support analysts. - Make recommendations for software improvements to enhance user experience and increase support analyst autonomy. - Track, evaluate, and determine resolution approaches for credit products and underlying data issues. - Demonstrate a high sense of ownership of issues in the product ticket queue, ensuring responsiveness, timely updates, follow-ups, expeditions, and resolutions. - Act as a subject matter expert, articulating and evangelizing the strength, quality, and value of the product. - Think strategically in understanding client requirements, showcasing problem-solving skills, and effective project management. Qualifications Required: - 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support. - 2+ years of experience managing applications involving technologies like Python, AWS, JavaScript, or any JavaScript framework. - Proficiency in debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS). - Ability to troubleshoot applications independently with multiple concurrent priorities. - Experience in successful collaboration with various team members and teams. - Knowledge of Service Level Agreement management, Incident management, Service request handling, and Application Monitoring. - Familiarity with service desk tools such as BMC Remedy, Service Now, JIRA, Redmine, or CA Service Desk. - Excellent communication skills in verbal, listening, reading, and writing. - Availability to work on rotational shifts between NA American & Australian shifts. Note: No additional details about the company were provided in the job description. Role Overview: As a Senior Employee Support Analyst, your primary responsibility will be to support a diverse set of Products and Services within an agile cross-functional product development team. You will take ownership of products running in production, ensuring a frictionless experience for end-users. Additionally, you will provide feedback to shape the modernization and improvement of products, contributing to the overall goal of keeping systems modern, reusable, and maintainable. Your role will play a crucial part in shaping the future of Morningstar DBRS's Products and establishing it as a technology-first environment. Key Responsibilities: - Support a diverse set of Products and Services, utilizing your technical knowledge to assist end-users and stakeholders effectively. - Conduct research to identify issues, provide timely resolutions, and communicate outcomes to all relevant team members. - Communicate complex technical information efficiently through various channels such as email, chat, ticketing system, and bridge calls. - Educate end-users on complex user experiences and build a knowledge base for both end-users and support analysts. - Make recommendations for software improvements to enhance user experience and increase support analyst autonomy. - Track, evaluate, and determine resolution approaches for credit products and underlying data issues. - Demonstrate a high sense of ownership of issues in the product ticket queue, ensuring responsiveness, timely updates, follow-ups, expeditions, and resolutions. - Act as a subject matter expert, articulating and evangelizing the strength, quality, and value of the product. - Think strategically in understanding client requirements, showcasing problem-solving skills, and effective project management. Qualifications Required: - 3+ years of experience in Application Production L1 (Level 1) & L2 (Level 2) support. - 2+ years of experience managing applications involving technologies like Python, AWS, JavaScript, or any JavaScript framework. - Proficiency in debugging SQL Queries and Stored Procedures in a relational database management system (RDBMS). - Ability to troubleshoot applications independently with m