Application Support

Alter Solutions Portugal is an IT Consultancy Company, promoter of Digital Transformation, part of the Alter Solutions Group, created in 2006, in Paris. In Portugal, we partner with over 120 clients and a team of over 500 people, working in projects for industries as diverse as banking, insurance, transportation, aviation, energy, and telecom. Headquarters of the Nearshore IT center, Alter Solutions Portugal has a dedicated team of around 30 specialized professionals, integrated into projects with several internationally renowned clients. Job Description We are looking for a Level 2 application support to e-commerce related applications: Internal users on the applications assistance Queries resolution from end users with respect to the systems supported, including but not limited to incorrect data issues, ensuring feeds into the system in a timely manner Ensuring that root cause analysis has been found and solutions implemented to prevent repeat occurrence Change management: plan, test and release functional fix Current business processes maintenance and enhancement and monitoring Incident and Problem management, solutions to common problems documentation Main Tasks: Provide first class support to all users of the system in a timely and efficient manner Liaise with the developers to communicate issue raised by the business. Track issues effectively using ITIL approved methodology (incidents, changes, requests and problems). Maintain a knowledge base regarding support issues and their resolution. Reconfiguring various existing setups in order to improve the efficiency of the system and to cohere to business requests. Preparing environments for releases and ensuring that the implementation and pre-production tests are carried out. Qualifications Technical Skills: ServiceNow (ITIL) #J-18808-Ljbffr