Application Support Analyst (Bilingual)

The purpose of this role is to support and maintain the application platforms to ensure that they are reliable, scalable, maintainable and high availability.

Job Description:

Role Overview

We are looking for an Application Support Analyst that is bilingual in English and Spanish, excels in an engaging and dynamic environment, and excels in delivering high-level customer support across various mediums. You will gain experience providing data and technical first-line support for bespoke in-house media applications

You will report to the Application Support Manager, working with the different regions of our Application Support. You will be part of the Global Application Support team, aiding Dentsu Connect adoption across the region for all the Dentsu agencies, regionally and globally, for our end-users and stakeholders.

You will collaborate with the Product teams and Third-line engineers to deliver high-quality support.

This is a remote position that requires you to be located in Arizona and will involve occasional office travel.

Role & Responsibilities

• You are the first line support for all incidents, Ticket and Support communications. (Internal & External)
• You will provide Support between 9:00am – 6:00pm. Maintain availability during work hours to promptly address support needs and relay ticket updates.
• You will provide regular updates to support tickets, categorize issues, and communicate with users and production teams to ensure efficient issue resolution. Ensure responses are efficient, while strictly observing the timeframes defined within our SLA and SLOs.
• You will start work on incoming tickets to minimize response times and follow high service level expectations.
• You will perform daily system checks to ensure applications and platform infrastructure are functioning properly.
• You will initiate and implement Incident Management Processes from start to completion
• You will collaborate with peers and product teams to update Support Knowledge Base in Confluence and User Guides.
• You will undertake projects, completing assigned tasks and observing the timeframes based on urgency.
• You will enhance accuracy and efficiency by using available resources, identifying patterns from past tickets, and minimizing unnecessary questions.

Technical Requirements

• 2+ years of experience as an application, field, or platform support role or similar experience with a service management focus
• Experience supporting data platforms, data connections and API
• Understanding of data, API, and the ETL process
• Use Ticketing systems; ideally JIRA Service Management, Service Now or similar
• Demonstrate experience delivering white-glove quality customer service and have a problem-solving mindset
• Contribute ideas and feedback to foster team growth
• Understanding of Incident and Problem Management

Professional Requirements

• Bilingual. Fluency in both Spanish and English is required, with the ability to speak, read, and write in both languages.
• Familiar with Adverity, Databricks, Power BI, Tableau, Azure Portal or similar
• SQL and Python for data analysis
• Knowledge of MS Office 365, SharePoint, and Teams
• Basic knowledge and awareness of the ITIL framework
• Experience in a media agency would be desirable

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The annual salary range for this position is $68,000 - 110,400. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.

Benefits available with this position include:

• Medical, vision, and dental insurance,
• Life insurance,
• Short-term and long-term disability insurance,
• 401k,
• Flexible paid time off,
• At least 15 paid holidays per year,
• Paid sick and safe leave, and
• Paid parental leave.

Location:

USA - Remote - Arizona

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent

Dentsu is committed to providing equal employment opportunities to all applicants and employees. We do this without regard to race, color, national origin, sex , sexual orientation, gender identity, age, pregnancy, childbirth or related medical conditions, ancestry, physical or mental disability, marital status, political affiliation, religious practices and observances, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. 

  

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