Lead Application Analyst

Knowledge, Skills, and Abilities:

• At least 8+ years experience working in IT service management, or a similar role.
• Experience with cloud-based applications and services.
• Knowledge of Agile and DevOps methodologies.
• Strong knowledge of IT service management software including ITIL, ServiceNow and COBIT.
• Experience working with IT systems and software such as SolarWinds, AppDynamics, and DataDog
• Strong technical background to understand and address complex issues. This includes proficiency in relevant technologies, software, and systems used within the organization.
• Possess excellent problem-solving skills to analyze issues, identify root causes, and implement effective solutions promptly.
• Effective communication to convey complex technical information to both customers and internal teams clearly and concisely.
• Customer-centric approach for addressing customer concerns, managing expectations, and ensuring a positive customer experience even during escalations
• Knowledge with SQL, scripting languages (e.g., PowerShell, Python), and relational databases.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Strong organizational skills and attention to detail.

Essential Job Functions:

• Gather requirements, assess existing systems, and recommend improvements or enhancements
• Provide support for software applications used by business units, addressing and resolving user issues in a timely manner.
• Coordinate with various teams, including technical support, engineering, and Service Desk, to gather information and address the issue effectively
• Collaborate with development, infrastructure, and QA teams for root cause analysis and permanent fixes.
• Monitor application performance, availability, and reliability using relevant tools and dashboards.
• Document solutions, workarounds, and known issues in the knowledge base for future reference.
• Ensure proper documentation of incidents, including the nature of the issue, steps taken to resolve it, and any follow-up actions
• Participate in system reviews and performance monitoring to help identify and resolve potential issues.
• Execution of the enterprise process, including management of incident queues, escalation as required to ensure that incidents are resolved timely
• Be accountable for the delivery of service to IT end users globally
• Provide inputs to the Problem Management process to prevent repeated incidents and to minimize the impact of incidents that cannot be prevented
• Regularly reviewing and adhering to policies for changes in business operations and customer expectations.
• Initiate management escalations as necessary
• Perform routine operational tasks, such as batch job monitoring, data reconciliation, and system health checks.
• Participate in application deployments, upgrades, and post-release support activities.
• Communicate effectively with stakeholders regarding incident status, progress, and resolution timelines.
• Identify opportunities for process improvements and automation within application support workflows.
• Ensure compliance with company policies, security standards, and regulatory requirements.
• Embodies the Hilton Grand Vacations Values of Hospitality, Integrity, Leadership, Teamwork, Ownership, Now,
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.