Systems and Application Support Analyst

Send applications to mafalda.boal.external@enel.com

Enel X, a leading provider of flexibility grid services, has an immediate need for a Systems and  Application Support Analyst to join our world-class Global Operations team. Your primary  mission as a Systems and Application Support Analyst will be to work with internal users of our  applications and our engineering teams to reproduce, resolve or escalate software and technical  issues.

This is a highly visible role where you will become an expert in our software and technical solutions and will work closely with the product development, operations, data quality,  engineering and customer support teams on resolving technical issues related to systems,  platforms, and tools used daily. Strong communication and troubleshooting skills, as well as a  commitment to superior customer service will allow you to succeed as you provide support to  your colleagues at Enel X.

ESSENTIAL FUNCTIONS

• Application Troubleshooting: Investigate and analyse application issues reported by  end-users, providing timely and effective resolution to minimize downtime and  ensure continuous system functionality.

• Technical Support: Serve as the primary point of contact for internal and external  users, offering technical assistance and guidance on application-related queries,  configurations, and troubleshooting procedures.

• Documentation: Create and maintain comprehensive documentation for application  support processes, known issues, and resolutions to facilitate efficient problem solving and knowledge sharing within the team.

• Collaboration: Collaborate with cross-functional teams, including developers, system  administrators, and business analysts, to address and resolve complex application  issues and improve overall system performance.

• Incident Management: Utilize incident management tools to track, prioritize, and  escalate issues as needed, ensuring adherence to service level agreements (SLAs)  and minimizing the impact on business operations.

• Software Updates: Coordinate and support the deployment of application updates,  patches, and enhancements, working closely with development teams to validate  changes and ensure seamless integration.

• User Training: Develop and deliver training sessions for end-users to enhance their  understanding of application features, troubleshooting techniques, and best practices  to minimize recurring issues.

• Performance Monitoring: Implement monitoring tools to proactively identify potential  issues, analyse trends, and take preventive actions to maintain optimal application  performance.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities,  duties or responsibilities that are required of the employee. Activities, duties, and responsibilities  may change, or new ones may be assigned at any time with or without notice.

REQUIREMENTS

• Bachelor’s degree in computer science, Information Technology, or related field. • Proven experience in application support, troubleshooting, and technical assistance. • Strong knowledge of ITIL or other IT service management frameworks. • Proficiency in scripting languages and familiarity with database management systems. • Excellent communication and interpersonal skills with a customer-centric approach. • Ability to work independently and collaboratively in a fast-paced environment. • Detail-oriented with strong problem-solving and analytical abilities.

• Familiarity with IT security principles and practices.

Desired Qualifications:

• Demonstrated ability to solve problems and design new processes.

• Desire to learn how to work with and derive insights from large amounts of data. • High attention to detail and an inquisitive nature.

• Experience with enterprise-level applications and systems.

• Familiarity with ticketing systems and incident management tools.

• Knowledge of cloud computing platforms.

• IT certifications such as ITIL, CompTIA A+, or similar.

If you are a proactive and detail-oriented professional who thrives in a challenging and  collaborative environment, we invite you to apply for the position of Systems and Application  Support Analyst and contribute to the success of our organization.

Send applications to mafalda.boal.external@enel.com