Application Support Specialist
vor 1 Monat
About Bottomline
Bottomline is a global leader in business payments and cash management, with over 30 years of experience and moving more than $10 trillion in payments annually.
The Role
The Application Support Analyst will have a key role in delivering exceptional customer satisfaction by troubleshooting technical issues, providing timely and accurate customer feedback, and collaborating with internal and external teams to resolve complex technical problems.
Key Responsibilities
- Analyzing and reproducing technical issues within Bottomline products
- Defining and requesting configuration and code solutions
- Delivering high-quality technical directives
- Following up, resolving, or escalating cases using ITIL procedures
- Tracking, describing, and updating cases in our ITSM management system
- Communicating clearly with internal, third-party, and client teams
- Managing multiple cases in parallel
- Participating in a shared 24/7 OnCall rotation
Requirements
- Experience with Linux machine operating systems and scripting
- Understanding of ITIL processes, with ITIL 4 foundation certification a plus
- Proficiency in SQL queries
- Experience with knowledge base management using KCS methodology
- Knowledge of Fintech environment an advantage but not required
Personal Attributes
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Rigorous, methodical, and organized approach
- Sense of responsibility appropriate to the banking industry
- Exceptional oral and written communication skills
- Highly self-motivated and directed
- Multi-tasking abilities
Formal Education & Certification
- University Degree in IT or equivalent, such as Engineering school, and between 2 to 4 years' experience in a similar role
Languages
Fluency in English and German or Swiss-German language is mandatory.
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