Technical Support Senior Analyst

Summary This role is responsible for providing first-line and Level 2 application support for business-critical applications running on the IBM i (AS400) platform. The analyst will focus on incident resolution, service request fulfillment, monitoring, operational support, troubleshooting, and customer communication to help ensure stable and reliable business operations. This is an excellent opportunity for someone with application support experience who enjoys problem solving and investigating technical issues. Previous RPG development experience is not required. The successful candidate will demonstrate strong analytical thinking, a desire to learn, and the ability to work effectively within a production support environment. Over time, the role provides opportunities to develop deeper IBM i technical knowledge, SQL skills, and application support expertise.

Overview You will support the Policy Administration System running on IBM i, ensuring smooth day-to-day operations and stability, particularly across overnight batch processing and critical transaction windows . The role operates within an Agile and ITIL-aligned environment, working closely with support, development, infrastructure, and business teams to investigate issues, coordinate resolutions, and improve service quality.

1. Incident & Request Management Manage incidents and service requests through ServiceNow Perform initial investigation, diagnosis, and triage of reported issues Ensure tickets are updated accurately and resolved within agreed service levels Escalate issues appropriately when additional expertise is required Provide timely updates to users and stakeholders regarding ticket progress Support users in resolving application-related issues 2. Application Troubleshooting & Analysis Investigate incidents using available support tools, logs, reports, and system information Gather relevant information to identify the cause of issues Apply logical problem-solving techniques to diagnose faults Work with senior analysts and development teams to resolve complex incidents Document investigation findings and resolution activities Contribute to root cause analysis activities for recurring issues 3. Operational & Batch Support Monitor application processing and operational activities Support daily and end-of-day operational processes Identify and report failures or processing issues Assist in investigating batch processing exceptions and failures Support rotational out-of-hours or on-call activities where required 4. Monitoring & Service Health Monitor application alerts and operational dashboards Respond to operational issues in accordance with support procedures Identify recurring issues and trends Escalate potential service risks in a timely manner Support continuous improvement initiatives to improve service stability 5. Customer & Stakeholder Support Provide professional and responsive support to business users Build positive relationships with customers and support teams Maintain regular communication throughout the incident lifecycle Ensure users are informed of progress and resolution outcomes Demonstrate strong customer service skills and a commitment to service excellence 6. Documentation & Knowledge Management Create and maintain knowledge articles and support documentation Document incident resolutions and troubleshooting steps Contribute to support runbooks and operational procedures Participate in knowledge-sharing activities within the team 7. Learning & Development Develop knowledge of IBM i applications and business processes Build understanding of SQL, databases, and data investigation techniques Learn support tools, monitoring solutions, and operational processes Participate in training and mentoring opportunities provided by senior team members Progressively develop technical capabilities to support career growth within the team Qualifications / Knowledge Technical Skills Essential Experience supporting applications,