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Application Support Analyst
Brown & Brown Insurance. Provide predominantly 2nd line support for a portfolio of business-critical applications .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in supporting business-critical applications, utilizing SQL, REST APIs, and Postman for troubleshooting and problem resolution. Proficient in incident management, root cause analysis, and ITIL-aligned processes to enhance operational efficiency.
Highest-signal resume keywords
SQLREST APIsPostmanAzure Application InsightsITIL
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application SupportTroubleshootingRoot Cause AnalysisData AnalysisIncident ManagementPerformance MonitoringSoftware TestingIntegration SupportKusto Query Language (KQL)JSON
Soft Skills
CommunicationOrganizationStakeholder EngagementCustomer ServiceProactive Approach
Tools & Technologies
ITSM ToolsApplication Monitoring ToolsTelemetry ToolsObservability ToolsInstandaNetSuite
Certifications & Qualifications
ITIL Certification
Industry Keywords
Business-Critical ApplicationsFinancial ServicesInsuranceRegulated Business ApplicationsContinuous Improvement
Tech Stack
Tools & technologiesAzureCloudITSMSQL
About the role
Key responsibilities & impact- Provide predominantly 2nd line support for a portfolio of business-critical applications
- Take ownership of complex incidents, technical investigations and problem-resolution activities
- Support business-critical applications, integrations and associated technologies
- Use SQL to investigate issues, analyse data and support problem resolution
- Use Postman for API testing, diagnostics and validation
- Monitor and investigate application performance using Azure Application Insights and Kusto Query Language (KQL)
- Troubleshoot system integrations, REST APIs, application services, database layers and JSON payloads
- Manage incidents and service requests through to resolution
- Work with internal development teams, software vendors and third-party suppliers on resolution and escalation
- Conduct root cause analysis and support permanent corrective actions
- Test software fixes, enhancements and releases
- Support transition of new applications into production
- Create and maintain support documentation, knowledge articles and operational guidance
- Identify opportunities to improve application stability, support processes and operational efficiency
- Provide customer service to internal and external customers
- Support ITIL-aligned incident, problem and change management processes
- Contribute to continual service improvement and operational best practice
Requirements
What you’ll need- Proven experience supporting business-critical production applications in a 2nd line or application support environment
- Strong troubleshooting and analytical skills, including application, integration and data-related investigations
- Experience taking ownership of complex incidents and conducting root cause analysis
- Hands-on experience using SQL, REST APIs, JSON and Postman
- Experience using Azure Application Insights and KQL to investigate incidents and monitor performance
- Experience working with third-party support providers and external suppliers
- Strong communication, organisation and stakeholder engagement skills
- Experience working in an ITIL-based environment and using ITSM tools
- Good understanding of the software development lifecycle, including testing, deployment and release activities
- Proactive, customer-focused approach and commitment to continuous improvement
- Experience supporting insurance, financial services or other regulated business applications
- Experience with Instanda or NetSuite
- Exposure to application monitoring, telemetry and observability tools
- Experience supporting cloud-hosted applications and integrations
- Relevant ITIL or technical certifications
Benefits
Comp & perks- Negotiable basic salary
- Comprehensive benefits package
- Holiday
- Company pension
- Support for professional development, including funding for relevant professional qualifications
- Collaborative, open and honest environment focused on delivering strong outcomes