Junior Application Support & Customer Experience Analyst

Position: Junior Application Support & Customer Experience Analyst

Location: Onsite (Raritan, NJ)

Key Responsibilities:- Monitor assigned distribution lists during EST coverage hours and respond to all support requests promptly and professionally.- Create complete and accurate tickets in the designated service management platform, capturing the issue description, business impact, priority, user details, evidence, and troubleshooting already performed.- Provide an initial acknowledgement to the user within 15 minutes of receiving a request and communicate the ticket number, ownership, and next step.- Perform initial diagnosis and provide approved workarounds or standard resolutions when applicable.- Support issue triage during onsite hours by validating severity, gathering logs and screenshots, reproducing issues where possible, and routing tickets to the appropriate resolver group.- Maintain a positive user experience through clear, courteous, and proactive communication, including requests received through direct Microsoft Teams messages.- Track open tickets, obtain progress updates from technical teams, communicate realistic timelines, and ensure users are informed through closure.- Prepare concise, actionable handoffs for the offshore team, including current status, troubleshooting completed, business impact, pending actions, owner, and priority.- Document recurring issues, workarounds, troubleshooting steps, and known errors in Confluence or the approved knowledge repository.- Identify recurring request patterns, communication gaps, and opportunities to improve support processes, self-service content, and response efficiency. Service and Communication Expectations:- Maintain active coverage during agreed EST business hours and follow the defined shift and handoff schedule.- Acknowledge all incoming requests within the 15-minute response SLA.- Use a professional, empathetic, and concise communication style across email, distribution lists, tickets, and Microsoft Teams.- Set clear expectations without committing to unconfirmed resolution times.- Provide regular updates based on ticket priority and business impact, even when there is no material technical change.- Confirm user acceptance before closure whenever required by the support process.- Escalate high-impact, aging, or at-risk requests according to the agreed escalation matrix.

Required Skills:- Excellent verbal and written communication.- Customer-focused mindset, attention to detail, ownership, and a proactive approach to follow-up.- Working knowledge of ServiceNow, including incident and service request creation, categorization, prioritization, assignment, status tracking, and closure.- Familiarity with Jira for issue tracking, backlog management, comments, attachments, and status updates.- Ability to create and maintain clear support documentation in Confluence.- Experience of the MERN, TS, Json, and the ability to interpret common application errors.- Basic Python knowledge for troubleshooting, log review, scripts, and data validation.- Experience on MarkLogic and MySQL, SQL queries, data validation, and understanding of database-related incidents.- Proficiency in Microsoft Excel for issue tracking, filtering, lookups, pivot tables, basic analysis, and operational reporting.- Effective use of Microsoft Teams, email, and distribution lists for stakeholder communication and coordination.- Ability to collect evidence, analyze symptoms, follow runbooks, reproduce issues, and distinguish application, data, access, and infrastructure concerns.