Senior IT Support Application Analyst
Core
Provide advanced technical support and lead resolution of complex application issues for PwC clients, ensuring smooth software functioning and mentoring junior staff.
Role type
Senior IT Support Application Analyst (IC)
Builds
Business-to-business application support services for PwC clients
Domain
Technology Consulting / Enterprise Software Support
Deliverable
client delivery
Required skills
Advanced debugging, complex SQL query writing, root cause analysis, incident management, escalation handling, programming syntax understanding, software development lifecycle knowledge, process methodology, KPI monitoring, user training
Preferred skills
Leadership and mentoring, stakeholder communication, shift-based flexibility
Technologies
SQL, Database systems
Responsibilities
Troubleshoot and resolve complex application issues using advanced debugging and root cause analysis; Perform advanced SQL queries to investigate application performance and data problems; Manage escalation procedures and route complex issues to appropriate teams; Monitor and update KPIs to track support metrics and ensure SLA compliance; Handle client calls to provide technical guidance and ensure customer satisfaction; Document support procedures, troubleshooting guides, and conduct user training sessions.
Seniority
Senior, hands-on IC with mentorship responsibilities