Sr. Application Support Analyst

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

Job Description:

The Application Support Team Lead leads the team of Application Support Analysts who are responsible for the technical support, ensuring operational stability and performance of OSV’s enterprise applications. These applications are used by OSV Business Process as a Service (BpaaS) Operations team. The Application Support Team Lead encourages a culture of continuous improvement and individual development as they troubleshoot, maintain, identify, escalate, and resolve complex issues for internally and externally developed applications.

Essential Functions/Duties/Responsibilities

• Lead daily support activities and ensure compliance to Severity guidelines, Support processes and that quality standards are met. Oversee the use of standard processes for the Support Analyst team.
• Develop an enhanced understanding of application support policies, processes, and procedures to support OSV’s enterprise applications and consumers.
• Provide technical/domain knowledge expertise to support team on system/workflow.
• Directly work support tickets with end users as needed to analyze and solve problems, recommend solutions, facilitate development enhancements, follow up on problem resolution and provide timely status.
• Be the focal point and assist the support team as needed with ticket escalations, project work and process guidance.
• Build and maintain effective internal relationships with Operational Leaders, DevOps and Development to help identify, report, and resolve issues quickly.  Identify opportunities to improve automated processes and functions for the Analysts and work to ensure the fixes are completed timely.
• Responsible for delivering regular reporting metrics as defined by R&D leadership.
• Stay informed on product changes and rapidly learn information about product functionality.
• Perform projects and other activities as assigned.
• Identify emerging issue trends, communicate with the relevant teams and contribute to internal and business process improvements as necessary.

Competencies

• Ability to effectively communicate with internal agents and customers at a technical and business level.
• Practical experience in supporting software development and existing system enhancements including analysis, requirements gathering, use case creation, preparing documentation, developing reports, testing, and training.
• Proven experience collaborating with teams across functional areas.
• Strong ability to prioritize and manage multiple products, projects, systems and customer issues simultaneously.
• Experience managing relationships and SLAs with 3rd party ticketing systems.
• Ability to be flexible and take on additional responsibilities where required.

Supervisory Responsibility

This role does not have supervisory responsibilities.

Qualifications and Experience

• Bachelor’s degree or 7+ years of experience
• 5+ years of Technical/Functional support of ERP systems or technical support of other complex business systems functionality including configuration/set-up.
• 1-3 year's Experience in Agile software development
• Experience in managing relationships and SLAs with 3rd party ticketing system.

Preferred Skills

• Salesforce experience/certification preferred.

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.