What are the responsibilities and job description for the Technical Support - Application Support Analyst position at Northpointe Staffing Professionals?
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