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Business Analyst
Irving, TX

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About

Job Description

Company Overview:

The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 17,500 people throughout North America. More information is available at www.adt.com.

Position Summary:

Position Title: Analyst,Application Support

This person will work in the Application Support area at ADT. Successful candidate will perform supporttasks for ADT web and middleware applications and assist with resolution of productionapplication issues withan initial focus on the ADT Salesforce/CPQ solution.

Location:

This role is in Irving TX, or Boca Raton FL

Duties andResponsibilities:

* Responsible for troubleshooting application support incidents
* Work application issues based on tickets created in Remedy within defined SLAs
* Investigate issues and providesolutions to end users
* Escalate functionality issuesto the appropriate development team(s)
* Maintain a list of all opentickets requiring resolution
* Communicate status of all issues to support manager and development team
* Maintain confidentialityregarding information being processed, stored and accessed.
* Monitor performancemetrics using an APM (application performance monitoring) tool and recommendcorrective or preventive actions and processes.
* Perform configuration,change management and testing activities.
* Document application support information by working with development teams and others to gather architecture, design and other technical information
* Prepare and maintain runbooks outlining application operations, processes, preventative maintenance and resolutions to common problems. Keep these up-to-date when programs change or are updated
* Be available for after hour support when needed to perform application validations to confirm successful deployments
* Participate in requirements gathering, process designs, etc. to understand the application and document it appropriate for the support team
* Recommend process and quality improvement activities for theorganization
* Present knowledge transfer presentations to one or many teams
* Performs other support duties as assigned

Education/WorkExperience Required:

* Four (4) year degree/equivalent experience

Skills/Tools:

* Experience using applicationperformance monitoring tools
* Production applicationand enterprise operations support experience
* Working knowledge of arange of diagnostic, audit and support utilities
* Ability to work with other teams to analyze information from multiple sources, to come to a reasonable conclusion for a Root Cause Analysis write up
* Able to read and understand requirements documentation and functional specifications documents and verify them against existing applications.
* Must be a team player and have good communication skills
* Remedy (or other incident management tool) experience a plus
* Prior experience with Salesforce a plus
* Experience using SQL to query databases is a plus

ADT LLC is an equal opportunity employer.

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