Title: Application Support Analyst Location: Hoboken, NJ Duration: 12+ Months Pl forward word formatted resume to Sasidharan.Rajaram@ness.com Job Responsibility: The individual will be a Client (V4 and V5) subject matter expert. He/She will have the knowledge to resolve product issues with Tier 3 support. They will build up the knowledge to make decisions in the support sphere, and will work with Application Owners and Tech Leads (assigned developers in WPT Russia) in determining if issues are bugs that require prioritization and development. The Analyst will have a background in application support, and technical support. Be able to work with IT, and developers in advanced issue resolution procedures, as well as provide technical recommendations for issue resolution with IT. The individual will be ideally located in Hoboken as working with the Customer Support and Development group will lead to a faster understanding of an issue, as well as the impact of the issue. Issue or triage ownership: The Analysts will take ownership of all issues raised by the Tier 3 support team that requires further developer, content, or infrastructure investigation. Ownership implies not only being responsible for the fix, but in the case of a bug fix, owning the issue through analysis, development, testing, and release of the fix into production. Scalability: Having a dedicated Analyst, or Analysts owning advanced application support issues will mean adding new applications to the WileyPLUS infrastructure will have the necessary support framework in place to expedite the integration of the new application into the WileyPLUS support infrastructure. Deployment: The Analyst/s would also participate in all application releases (release mechanics, CMR submissions, meetings, IT resource scheduling, DB support scheduling etc.) They will also assist QA teams in setup/issue resolutions, and provide testing input based on environment knowledge. Job Skills/Requirements Technology: Must have experience providing day to day production (1st and 2nd level technology) support for web applications. Understanding of Web based infrastructure, and applications (Apache, Messaging, Shopping Cart technologies etc.) highly desirable. Working knowledge of SQL databases (ability to write SQL statements to run queries against relational databases.) The individual doesn’t have to have database admin, or developer experience, just a practical working knowledge of SQL Operating Systems: Working knowledge of Redhat Linux and Microsoft Server platforms. Infrastructure: Must have a working knowledge of Networking, Firewalls, Routing, VPN , DNS etc. Hosting technology, load balancing etc. Strong understanding of Internet Technologies (HTML, Flash, Cookies, Web Browsers (I.E., Safari, Chrome, FireFox, Opera) Java Virtual Machine, etc.) Application development experience on J2EE technologies, including JavaScript is a strong plus Must have past experience interacting with customer facing / support teams and end users (customers) Project Management experience: Some experience managing teams, or in a project coordinator role would be helpful. Must be willing to take ownership of issues, and follow them through to complete resolution. Must be able to interface with Business teams in clarifying issues, working with development teams in making necessary code changes and also QA/test defects for code patches Ability to juggle multiple streams of work, and have the ability to prioritize their work accordingly. Must be able to work independently Must have strong Analytical problem solving skills. Digital publishing and/or LMS experience a plus. Experience: Must have past experience interacting with customer facing / support teams and end users (customers) Project Management experience: Some experience managing teams, or in a project coordinator role would be helpful. Must be willing to take ownership of issues, and follow them through to complete resolution. Must be able to interface with Business teams in clarifying issues, working with development teams in making necessary code changes and also QA/test defects for code patches Ability to juggle multiple streams of work, and have the ability to prioritize their work accordingly. Must be able to work independently Must have strong Analytical problem solving skills. Digital publishing and/or LMS experience a plus. Programming/Development: This is not a programmer role, however any exposure to development (either in a tech lead capacity, or as a developer) will be beneficial in assisting (and understanding) proposed solutions by developers, as well as communicating technical solutions back to clients in non-technical language. Understanding of XML would be helpful (ability to traverse XML and identify tags, or issues with malformed tags etc.)