Offer summary

Qualifications:

Bilingual in English and Spanish, with fluency in speaking, reading, and writing., 2+ years of experience in application or platform support roles with a service management focus., Familiarity with data platforms, APIs, and the ETL process, along with experience using ticketing systems like JIRA or Service Now., Basic knowledge of the ITIL framework and experience in a media agency is desirable..

Key responsibilities:

Act as the first line of support for all incidents and manage ticket communications internally and externally.

Provide timely updates to support tickets and ensure efficient issue resolution while adhering to SLA and SLO timeframes.

Perform daily system checks to ensure application functionality and initiate incident management processes as needed.

Collaborate with product teams to update the Support Knowledge Base and undertake projects based on urgency.

Job description

The purpose of this role is to support and maintain the application platforms to ensure that they are reliable, scalable, maintainable and high availability.

Job Description:

Role Overview

We are looking for an Application Support Analyst that is bilingual in English and Spanish, excels in an engaging and dynamic environment, and excels in delivering high-level customer support across various mediums. You will gain experience providing data and technical first-line support for bespoke in-house media applications

You will report to the Application Support Manager, working with the different regions of our Application Support. You will be part of the Global Application Support team, aiding Dentsu Connect adoption across the region for all the Dentsu agencies, regionally and globally, for our end-users and stakeholders.

You will collaborate with the Product teams and Third-line engineers to deliver high-quality support.

This is a remote position that requires you to to work Pacific Standard Time and will involve occasional office travel.

Role & Responsibilities

You are the first line support for all incidents, Ticket and Support communications. (Internal & External)
You will provide Support between 9:00am – 6:00pm. Maintain availability during work hours to promptly address support needs and relay ticket updates.
You will provide regular updates to support tickets, categorize issues, and communicate with users and production teams to ensure efficient issue resolution. Ensure responses are efficient, while strictly observing the timeframes defined within our SLA and SLOs.
You will start work on incoming tickets to minimize response times and follow high service level expectations.
You will perform daily system checks to ensure applications and platform infrastructure are functioning properly.
You will initiate and implement Incident Management Processes from start to completion
You will collaborate with peers and product teams to update Support Knowledge Base in Confluence and User Guides.
You will undertake projects, completing assigned tasks and observing the timeframes based on urgency.
You will enhance accuracy and efficiency by using available resources, identifying patterns from past tickets, and minimizing unnecessary questions.

Technical Requirements

2+ years of experience as an application, field, or platform support role or similar experience with a service management focus
Experience supporting data platforms, data connections and API
Understanding of data, API, and the ETL process
Use Ticketing systems; ideally JIRA Service Management, Service Now or similar
Demonstrate experience delivering white-glove quality customer service and have a problem-solving mindset
Contribute ideas and feedback to foster team growth
Understanding of Incident and Problem Management

Professional Requirements

Bilingual. Fluency in both Spanish and English is required, with the ability to speak, read, and write in both languages.
Familiar with Adverity, Databricks, Power BI, Tableau, Azure Portal or similar
SQL and Python for data analysis
Knowledge of MS Office 365, SharePoint, and Teams
Basic knowledge and awareness of the ITIL framework
Experience in a media agency would be desirable

#LI-Remote

#LI-AJ1

The annual salary range for this position is $68,000 - 110,400. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.

Benefits available with this position include:

Medical, vision, and dental insurance,
Life insurance,
Short-term and long-term disability insurance,
401k,
Flexible paid time off,
At least 15 paid holidays per year,
Paid sick and safe leave, and
Paid parental leave.

Location:

USA - Remote - Arizona

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent

Dentsu is committed to providing equal employment opportunities to all applicants and employees. We do this without regard to race, color, national origin, sex , sexual orientation, gender identity, age, pregnancy, childbirth or related medical conditions, ancestry, physical or mental disability, marital status, political affiliation, religious practices and observances, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law.

Dentsu is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with us, please send an e-mail to ApplicantAccommodations@dentsu.com by clicking on the link to let us  know the nature of your accommodation request and your contact information. We are here to support you. 

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