Solution Analyst

About the Role

We are seeking a dedicated Solution Analyst to provide Level 2 (L2), Level 3 (L3), and system administration support for enterprise applications. The role involves resolving functional and technical issues, managing configuration changes, coordinating with cross-functional teams, and ensuring smooth operation and continuous improvement of the application environment.

Key Responsibilities

Level 2 Support

• Receive, log, and manage incident calls, identifying the type and severity of issues.
• Resolve complex usage-related queries requiring in-depth product knowledge.
• Support end users and assist User Admin in resolving functional issues.
• Manage configuration and customization requests within the application.
• Provide knowledge transfer and user training on:
  - Application configuration and usage best practices
  - Interfaces and integration with third-party systems
• Coordinate with internal DevOps and Technical Analysts to:
  - Deploy patches or defect fixes
  - Deliver enhancements via approved change requests
• Facilitate effective communication between customer teams and internal delivery teams.
• Contribute to the continuous improvement of the application environment.

Level 3 Product Support

• Troubleshoot complex application and integration issues.
• Perform debugging, root cause analysis, and resolution of software defects.
• Develop and release patches or updates to address bugs, security vulnerabilities, and performance issues.

System Administration & After-Hours Support

• Provide after-office-hour support only when required (e.g., outage or critical maintenance).
• Assist in performing system maintenance, patching, and troubleshooting during planned downtime windows.

Qualifications

• Bachelors degree in Computer Science, Information Systems, or a related field.
• 3+ years of experience in application support, solution analysis, or system administration.
• Strong knowledge of issue triage, configuration management, and troubleshooting methods.
• Experience working in an ITIL-based or enterprise support environment.
• Excellent communication, analytical thinking, and coordination skills.
• Ability to work independently and manage priorities in a remote environment.