OMS Sterling Analyst (Full Time, No 3rd Parties)

The Application Support Analyst will be responsible for production support service to users of applications within the business and enabling needed business processes to be successful. The Analyst will be a key production resource supporting BY WMS system. This position is responsible for providing the highest quality application production support to business partners. The primary duty is to handle ITSM, ServiceNow tickets, incoming queries, tickets, and help with requests from end users. The candidate will be responsible for taking detailed notes of the problem the user is experiencing, determining steps they can take to resolve the issue, and managing the flow of incoming incidents/requests, SLA, and best practices.

• Essential Task
• Work with the Onshore and Offshore team members to track the work on a daily/weekly basis
• Come with experience in Production Support and share ideas on areas of improvement
• Good knowledge of working with Service Now
• Ensuring the incidents and Service requests are addressed within the defined SLA’
• receives and handles incoming issues for applications following agreed procedure
• provides application production support for core applications that support the business including BY WMS, iSeries, Salesforce, Boomi, et
• Logs incidents and service requests and maintains relevant record
• identifies and classifies incident types and service interruption
• records incidents cataloging them by symptoms and resolution
• Acts under guidance to record and track reliability data for our service
• Escalates complex or unresolved incidents to Level 3 Application support
• systematically interprets user problems and identifies solutions and possible side effect
• during change, acts systematically to respond to the day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirement
• maintains records, informs users about the process, and advises relevant persons of actions take
• provides first line investigation, triage and diagnosis and promptly allocates unresolved issues as appropriate

Responsibilities

• Support, monitor, test and troubleshoot user and system related application and software productions problems. Escalates as appropriate
• Performs daily ticket analysis and maintenance. Follows up on requests and annotates tickets as appropriate with progress and status. Ensure the requestor stays inform
• Responsible for communicating, promoting, and adhering to IT standard operating procedures
• Analyze user needs, problem-solving and reach acceptable solution
• identify gaps in systems and processes that would cause incorrect data and performance issu
• provide Level 1/2 support for the platform and applications, escalate issues according to guidelines, and track to resolution
• Ability to be flexible and quickly adapt to a changing and fast-growing environment
• always maintains a high level of system support and client satisfaction to end-user
• champion the adoption of self-service analytic tools and reporting environment

• Minimum Qualifications
• Education: Bachelor’s degree in relevant technical field preferred

Professional Experience/Competencies

• Must have strong Tier 2 support experience with at least one of the following applications: Sterling OMS OR Salesforce
• 3–4 years of application, systems, or technical production support experience
• Experience supporting enterprise applications in a production environment
• Hands-on experience with ServiceNow or similar ITSM platform
• Experience supporting 100+ end users in both local and remote environment
• Strong troubleshooting, problem-solving, and analytical ski
• Experience managing incidents, service requests, and SLA-driven support processes
• Excellent verbal and written communication ski
• Strong organizational skills with the ability to manage multiple priorities
• Ability to collaborate effectively with technical teams and business stakeholders
• Willingness to participate in weekend or holiday support as business needs require