Senior Associate Application Support Analyst

Location Designation: Hybrid - 3 days per week 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

 

NYL Direct is looking for a Senior Associate Application Support Analyst.  The primary role is to interact with business users and other Systems Department personnel to triage, recommend solutions and/or resolve production issues on software and business applications that support the NYL Direct business customers. In this role, you will analyze business production situations and recommend technical solutions and work with a sense of urgency in a fast-pace, multi-tasking environment.  Additionally, you will use product knowledge, technical expertise, customer service and communication skills to analyze and rectify issues while providing progress updates to managers and customers.

 

Job Function and Key Duties & Responsibilities

 

• Perform assignments to comply with business strategies and initiatives of Solution Design, Delivery, and Support.
• Assist in the implementation and support of vendor system software packages to meet business requirements. Work with technical peers to assure health of production environments by identifying trends with production issues.    
• Strong Business Process knowledge of applications & workflow.
• Ability to coordinate through the full ticket life cycle, the efforts of all involved including end-users, vendors, and internal systems staff.
• Conversant in multiple technologies and development platforms.
• Strong troubleshooting & analysis skills.
• Coordinate with IT groups and external vendors and ensure effective application services to ensure reliability of all applications.
• Coordinate with various teams on support ticket for all issues, analyze root cause and assist in efficient resolution of application issues. Support IT services delivered to users within an organization, enabling the required operational processes needed for the business to be successful
• Monitor all alerts related to applications and respond in a timely manner
• Utilize tools to proactively monitor the health of systems and identify issues that may impact the business.
• Maintain positive working relationships with other team members, including engineers and customer support technicians
• Create and maintain technical documentation such as user guides, knowledge base articles, troubleshooting guides and FAQs.
• Recommend ways to optimize business performance by presenting solutions to existing challenges
• Coordinate incident management to promptly respond to critical issues to minimize service disruptions and reduce downtime while using strong communication skills to provide timely status updates on issue resolution progress.
• Ability to query database tables and log tools
• Collaborate with development teams to support application deployment and resolve any post-deployment issues.
• Communicate effectively with various stakeholders, including IT teams and business users, to understand their needs and provide appropriate solutions.

 

Required Qualifications:

 

• Bachelor's degree from a 4-year college or university; 3-5 years’ experience may be considered equivalent
• Background in customer/technical support. Previous experience supporting applications in a production environment
• Knowledge of distributed application support.
• Knowledge and experience supporting mainframe applications. Basic knowledge of relational databases
• Ability to understand application workflows and end to end business processes.
• Recommend process and operational improvements.
• Ability to proactively identify opportunities to apply technologies to business processes.
• Ability to generate consensus for decisions to minimize business impact while maximizing business benefits.
• Ability to analyze and map business end to end business processes.
• Ability to recommend process, programming, and operational improvements.
• Ability to develop immediate, tactical, and strategic solutions that provide business benefit.

• Ability to quickly grasp new processes 

• Promotes standards and