Analyst II, Application Maintenance & Support

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Job Profile Summary
Provides intermediate-level application support by troubleshooting and resolving incidents, monitoring system health, and partnering with development teams to address defects and improve application performance.

About the Role:

Resolves moderately complex application issues and incidents, applying technical knowledge and structured problem-solving methods to restore service and prevent recurrence. Monitors system health, performance metrics, and application behavior to identify risks and support continuous improvement.
Collaborates with development and cross-functional teams to investigate defects, coordinate bug fixes, validate solutions, and communicate detailed technical insights. Documents resolutions, known issues, and support procedures in the knowledge base to improve consistency and efficiency across the organization.
This developing technical role handles semi-complex, non-routine assignments with limited supervision. The colleague independently analyzes multifaceted issues, considers relevant technical and business factors, develops innovative solutions, and manages assigned work through completion.
What you will be doing

• Resolve moderately complex application incidents, service requests, and technical issues within agreed service levels.
• Diagnose root causes using application logs, monitoring tools, system data, and established troubleshooting methods.
• Escalate defects to development teams, provide clear technical evidence, and support testing and validation of fixes.
• Monitor application health, availability, performance, and capacity metrics; identify risks and recommend corrective actions.
• Analyze recurring incidents and contribute to problem-management activities that reduce repeat issues.
• Document incident resolutions, workarounds, known errors, and support procedures in the knowledge base.
• Maintain accurate records of support activity, issue status, technical findings, and customer communications.
• Collaborate with development, infrastructure, operations, and business teams to resolve cross-functional issues.
• Communicate technical findings, issue impacts, and recommended actions to stakeholders in clear, appropriate language.
• Independently manage assigned semi-complex work, prioritize tasks, and meet agreed delivery commitments.
• Identify opportunities to improve support processes, application reliability, and operational outcomes.
• Apply technical knowledge and advanced problem-solving techniques to develop practical, innovative solutions.

What you will need:

• High School Diploma or Equivalent
• Typically, Minimum 4 Years Relevant Experience
• Preferably experience in a production or manufacturing environment
• Skills / Knowledge – Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Job Complexity – Works on assignments that are routine to moderately difficult, requiring some decisions in resolving issues or in making recommendations.
• Supervision – Normally receives little instruction on daily work, general instructions on newly introduced assignments.

What we offer you:
At FIS, you can learn, grow, and make an impact on your career. Our benefits include:

• Flexible and creative work environment
• Inclusive and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

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