Applications Support Analyst
Job Description
Job title: Applications Support Analyst
Company: Veryon
Job description: Applications Support Analyst
Why We Need You – The Mission & Our Vision
Veryon is a leading software and technology company that exists to enable aviation teams around the world to improve efficiency and safety. Our products maximize uptime for aircraft maintenance teams through our customer driven innovation and world class customer service.
Veryon has more than 7,500 customers in 137 countries, we service general and business aviation, military/defense, commercial aviation, and OEM industries. Our core values drive us, in business, internally, and in our everyday lives.
As an Application Support Analyst on our Services and Operations Team, you will play a pivotal role in taking care of one of our key partners, a rotary wing aircraft manufacturer, and be their first point of contact for troubleshooting, issue resolution, and maintenance of our applications while working closely with cross-functional teams to deliver efficient solutions.
What You’ll Accomplish – Your Performance Objectives
Objective 1: Within your first 30 days, you will get up to speed on the Company, our processes, and our market.
Onboarding and Familiarization:
- Complete orientation and familiarization with the company’s culture, policies, and team structure.
- Gain access to relevant systems, tools, and documentation.
- Shadow existing team members to understand current processes and workflows.
Understanding Applications:
- Review and study the supported applications, their architecture, functionalities, and interdependencies.
- Engage with stakeholders to grasp their expectations, pain points, and requirements regarding application support.
Initial Issue Resolution and Documentation:
- Start actively handling minor support issues and incidents under supervision.
- Begin documenting troubleshooting steps, creating initial knowledge base articles, and contributing to process documentation.
- Collaborate with the team to address a few medium-priority incidents and observe escalation procedures.
Objective 2: Within your first 3 months, you will independently manage current projects and kick off a new internal development project.
Independent Issue Resolution:
- Take on more responsibility for resolving application incidents independently.
- Contribute significantly to the documentation and knowledge base, demonstrating proactive documentation practices.
- Start participating in scheduled team meetings and providing valuable insights on recent incidents or improvements.
Process Enhancement and Optimization:
- Identify areas for process improvement based on experiences during issue resolution.
- Propose and implement small-scale optimizations or preventive measures to reduce incident resolution time or enhance application performance.
- Engage more actively in collaboration with development and QA teams to better understand the application lifecycle.
Objective 3: Within your first 6 months, you will advance your knowledge and skillset.
Advanced Issue Resolution and Proactive Measures:
- Handle complex incidents effectively and efficiently, demonstrating a deeper understanding of the supported applications.
- Initiate or contribute significantly to projects aimed at proactive monitoring, performance optimization, or automation of support tasks.
- Actively contribute insights and suggestions for improvements during team meetings, focusing on long-term stability and user experience.
Knowledge Sharing and Mentoring:
- Share expertise by conducting mini-training sessions or workshops for team members on specific application-related topics.
- Mentor newer team members or assist in their onboarding process, providing guidance and support.
- Collaborate with the team lead to finalize strategies for continuous improvement and contribute to long-term support plan.
Flexibility: This position requires flexibility in working hours, including occasional evenings and/or weekends to meet business demands.
Gets Stuff Done / Accountable: You are comfortable rolling up your sleeves and delivering on a short timeline with limited resources. You are comfortable thinking strategically, but also enjoy the process of “doing the work” yourself, and you take pride in the successes you have delivered in past roles. You own your work, start to finish, but are not afraid to ask for help if needed.
Influencing and relationship building: You know you cannot do it yourself. You have the communication skills and emotional intelligence to quickly establish credibility with and gain the trust and respect of everyone in the organization. You must be able to balance asking the right questions with ensuring the deliverables of peers are not impacted.
Proactive: You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You anticipate risks and issues that will arise and mostly mitigate them independently.
Kind, humble, and fun: We want you to be a person we enjoy collaborating with, spending time with, and investing in. You may be this person if you already invest heavily in those you work with, and if you consistently receive feedback that you are a great colleague and teammate. A great sign is if people go out of their way to work with you, no matter the situation.
Background and Experience We’re Looking For
- Bachelor’s degree with emphasis on computer science, information technology or aeronautical degree.
- Strong technical knowledge with an emphasis on SQL and/or Python Scripting.
- Must be able to speak French fluently.
- Aviation experience is a plus but not mandatory.
How We Work – The Core Values That We Live By
Fueled By Customers: We work hard so our customers can get more uptime. A customer-centered approach is on the forefront of our minds. We’re big on transparent communication with our customers, and we celebrate their wins internally because we love the positive impact we’re making on their lives.
Win Together: We focus on the “we” and not the “me”. Collaboration is key, we value diverse backgrounds and skill sets. Our mission is to win as a team, we think everyone plays an integral part in our success.
Make it Happen: When we make a commitment, we get it done. We take a proactive approach, we commit, we adapt to evolving landscapes and problems, we tackle problems at every difficulty level.
Innovate to Elevate: We set the standard in aviation by embracing and advancing cutting edge technology. We take a fail-forward approach using everything as a learning experience. We encourage creativity and experimentation within our teams. This helps us set the bar high and provide world class expertise in aviation.
