Application Support Analyst-Sr
- Compensation
- Not disclosed
- Location
- Mexico
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field, or equivalent work experience.
- 5+ years of experience supporting enterprise business applications, preferably in a 24x7 service desk, application support, hospitality technology, or operations environment.
- Demonstrated experience of troubleshooting application issues, analyzing incident trends, documenting technical findings, and supporting incident, problem, and change management processes.
- Working knowledge of IT service management tools, ticket categorization, knowledge management, reporting, and operational support metrics.
- Demonstrated proficiency in spoken and written English is required to effectively communicate with global stakeholders, document technical information, and deliver exceptional customer service.
- Experience identifying continuous improvement opportunities through shift-left analysis, including evaluating recurring incidents, support trends, knowledge gaps, and escalation patterns to reduce dem
- Strong written and verbal communication skills, with the ability to translate technical issues into clear business-facing updates
Full description
JOB SUMMARY
The Senior Application Support Analyst serves as a technical support subject matter expert for Reservation and Revenue Management platforms, providing advanced troubleshooting, incident analysis, workflow optimization, and application support for property users and internal support teams. This role uses ServiceNow, telephony/ACD data, knowledge management tools, reporting, and operational metrics to diagnose issues, improve ticket categorization, reduce recurring incidents, and accelerate mean time to resolution. The Senior Analyst partners with business stakeholders, service providers, and IT support teams to analyze system behavior, document technical requirements, strengthen escalation pathways, and continuously improve the end-to-end support model. The primary responsibility of this role is to deliver a reliable, seamless, and technically sound support experience for the Reservation and Revenue Management Systems user community.
Education and Experience Required:
- Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field, or equivalent work experience.
- 5+ years of experience supporting enterprise business applications, preferably in a 24x7 service desk, application support, hospitality technology, or operations environment.
- Demonstrated experience of troubleshooting application issues, analyzing incident trends, documenting technical findings, and supporting incident, problem, and change management processes.
- Working knowledge of IT service management tools, ticket categorization, knowledge management, reporting, and operational support metrics.
- Demonstrated proficiency in spoken and written English is required to effectively communicate with global stakeholders, document technical information, and deliver exceptional customer service.
- Experience identifying continuous improvement opportunities through shift-left analysis, including evaluating recurring incidents, support trends, knowledge gaps, and escalation patterns to reduce demand on higher-tier support teams.
- Strong written and verbal communication skills, with the ability to translate technical issues into clear business-facing updates
CORE WORK ACTIVITIES
- Provide advanced application support for Reservation and Revenue Management systems, including issue triage, troubleshooting, impact assessment, and resolution coordination.
- Use ServiceNow, telephony/ACD, chat, reporting, and knowledge management tools to improve ticket quality, support workflow efficiency, and Level 1 agent effectiveness.
- Analyze incident trends, recurring issues, categorization gaps, and operational data to identify opportunities for root cause analysis, process improvement, automation, and knowledge article development.