Application Support Analyst

Software Los Angeles, California United States


Description

Position at EVgo

About EVgo

EVgo is the nation’s largest public fast charging network for electric vehicles, and the first to be powered by 100% renewable energy. With more than 850 fast charging locations, EVgo’s owned and operated charging network serves over 60 metropolitan areas across more than 30 states and more than 340,000 customers. Founded in 2010, EVgo leads the way on transportation electrification, partnering with automakers; fleet and rideshare operators; retail hosts such as hotels, shopping centers, gas stations and parking lot operators; and other stakeholders to deploy advanced charging technology to expand network availability and make it easier for drivers across the U.S. to enjoy the benefits of driving an EV. As a charging technology first mover, EVgo works closely with business and government leaders to accelerate the ubiquitous adoption of EVs by providing a reliable and convenient charging experience close to where drivers live, work and play, whether for a daily commute or a commercial fleet.

Position Summary:

The Application Support Analyst will be responsible for first- and second-line application support, resolving technical queries, and communicating solutions directly to staff or customers.  You will manage the day-to-day operations of our 3rd party SaaS application and identify opportunities for updates and improvements by identifying and resolving issues. 

You will work cross-functionally with the Management, Production Owners, and Developers to maintain and test the application, validate business processes against system, organize and execute user testing, and participate in end user training.   Our ideal candidate is a critical thinker with strong problem-solving skills and a “can-do” attitude with the ability to juggle multiple projects and priorities to meet deadlines. You are very passionate about providing excellent customer and application support in a team environment.

Responsibilities

  • Manage day-to-day operations of application and identify opportunities to enhance the application.
  • Provide Tier 2 support to resolve software issues, including debugging, analyzing performance and data anomalies, and coordinating fixes.
  • Troubleshoot and resolve application and/or related infrastructure issues, escalating issues to the appropriate teams when they cannot be resolved.
  • Monitor and respond to tickets submitted through an incident management system (Jira)
  • Perform detailed research & testing of features or reported issues to identify root causes.
  • Submit support tickets to SaaS provider and track resolution, communicate resolution to all stakeholders involved.
  • Implement, deploy, and support system upgrades, testing features, tracking deployments across multiple environments
  • Complete system configuration and support key business events.
  • Gather and document knowledge gained from known issues and features into knowledge base and maintain documentation.
  • Coordinate testing effort with the release schedule.
  • Prepare reports and communicate status updates and milestones to management.
  • Prioritize and handle service requests and incidents.
  • Process issues and provide relevant information for troubleshooting and/or any clarification.
  • Identify opportunities for process improvement and contribute to overall departmental initiatives.
  • Improve and document the technical processes around application support.
  • Ensure high performance by conducting daily health checks of the applications, scripts, and infrastructure.
  • Develop SQL scripts to automate repeatable manual tasks.
  • Install, configure, and administer application servers.

Required Skills and Experience

  • Minimum of 1 year of experience in a relevant Business or IT related support role
  • Experience with application support or a similar role.
  • Experience dealing with escalated customer application issues.
  • Experience with programming languages, scripting, and mobile operating systems.
  • Experience using SaaS tools and custom workflows
  • Strong troubleshooting and debugging skills, with the ability to collect and analyze complex material and data, and present it in accessible formats
  • Strong customer facing and communication skills - written and verbal, with a high attention to detail.
  • Experience liaising with stakeholders to understand problems and working through solutions

Bonus points if you have

  • SQL and MS-Excel skills
  • Manual testing skills
  • Knowledge of Jira

Employees are required to provide documentation of COVID 19 vaccination. 

To find out more, or to join the EVgo network, visit www.evgo.com. Connect with EVgo on Facebook and follow us on Twitter. At EVgo, we are committed to creating a more equitable and inclusive workplace where everyone feels welcome. Apply today to join our team and help make a meaningful impact in the fight against climate change. By submitting this form, you acknowledge you are sharing your personal information with EVgo. By proceeding, you consent to EVgo’s Privacy Policy and Privacy Notice for California Residents. More detail regarding personal information we collect, how we use that information, how we share that information, and your rights and choices can be found here.