Technical Support - Application Support Analyst

Overview We are seeking a highly skilled and proactive Application Support Analyst for a global financial firm. The Application Support Analyst will support the Digital Channels and is a hands-on role focused on incident management, user support, troubleshooting, and ensuring continuity of service for client-facing platforms. Additionally. the position serves as a liaison between Operations, Helpdesk, Development, third parties, and business users.

Key Responsibilities:

• Act as the main liaison for production incidents (functional and technical)
• Perform L1 triage, user support, and initial troubleshooting
• Manage incidents end-to-end, including escalation to Development or vendors
• Create and track tickets in ServiceNow / Jira
• Maintain knowledge base documentation in Confluence
• Coordinate user-impact communications with Helpdesk and internal teams
• Support change and release activities from an operational perspective
• Improve escalation quality and reduce ticket misrouting
• Identify recurring issues and drive proactive improvements

Must-Have Requirements:

• 3-5 years of experience
• Bilingual in English/Spanish (written & verbal)
• Experience in application or production support (preferably digital/web platforms)
• Strong troubleshooting and coordination skills across multiple teams
• Client-oriented communication (technical and non-technical)
• Familiarity with ServiceNow, Jira, Confluence
• Understanding of incident management and escalation processes
• Structured, service-oriented, and accountable working style
• Proactive mindset with focus on continuous improvement
• Ability to leverage AI tools responsibly for analysis, communication, and efficiency

Nice-to-Haves:

• Banking or financial services experience
• Knowledge of digital channels, authentication, or transaction support
• Exposure to change/release processes
• Experience with distributed teams
• Familiarity with AI-assisted support or knowledge management

Pay:

From $32.00 per hour Application Question(s): Do you have 3-5 years of applications support experience? Do you have experience with ServiceNow, Jira and Confluence?

Language:

Spanish (Required) English (Required)

Work Location:

In person