Senior Support Analyst (Integration) (68854-1)

Job Title

Senior Support Analyst (Integration) (68854-1)

Location

Charlotte, NC (100% On-site)

Only US CTZN or GC holders to apply.

Associates who are local to Charlotte are encouraged to apply as there might be in-person interview

Job Description

• As a Senior Support Analyst (Integration), you will be responsible for managing and supporting custom API solutions, API Platform management, and solutions integration for the organization.
• This role requires technical expertise, problem-solving skills, communication abilities, and adaptability to fast-paced environments.

Roles & Responsibilities

• Provide advanced technical support to resolve complex issues related to integrations, including diagnosing and troubleshooting system errors and performance issues.
• Work closely with developers to understand the root causes of issues and implement effective solutions.
• Manage integrations with other systems and tools to ensure seamless data flow and process automation.
• Provide expert support to end-users, troubleshoot issues, and resolve technical challenges promptly.
• Leads initiatives to monitor and improve the reliability, stability, and performance of the systems with focus on end user experience and availability. Proactively catch and remediate potential issues to avoid end user impact.
• Identify opportunities for process improvements and implement best practices to enhance the efficiency and effectiveness of the support team.
• Respond to major incidents and demonstrates the skills to identify and solve issues quickly to avoid financial losses. Participate in root cause analysis and identify process to remediate future outages by providing interim or permanent fix.
• Manage day to day incidents, including daily health checks, work closely with team and business partners to provide resolution and conduct follow ups. Escalates problems to appropriate teams as necessary.
• Assist with deployments and oversee the move-over process, ensuring minimal disruption to daily operations
• Develop and deliver knowledge documents and shares knowledge with the team.
• Provide 24x7 support and participate in on call rotation for critical production systems.