Application Support Analyst

Annalect’s 2,000+ innovators leverage data and technology to help clients across Omnicom build relationships that matter — whether that means fostering consumers’ trust in brands, building new experiences, or delivering advanced analytics where it’s most needed. Annalect is the driving force behind Omni, Omnicom’s unique open operating system, which works hand-in-hand with clients’ and partners’ data and tools, to orchestrate better marketing outcomes.

Annalect’s unique approach to data and technology – one that relies on transparency, neutrality, and interoperability – allows us to deliver purpose-built and scalable solutions that make data actionable. Our advanced teams of product leaders, data scientists, consultants, and engineers enable us to meet the business goals of our internal and external clients.

Team Overview

• 3+ years of support experience, with at least 2 years working on supporting cloud-based applications in a client-facing environment
• Self-motivated and action-driven with the ability to take initiative, execute and follow-through
• Experience in owning and taking responsibility for complex technical/functional escalations
• Good troubleshooting skills, with ability to solve challenging technical problems using various debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.)
• Excellent written and verbal communication skills
• Strong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellence
• Comfortable working in a fast-paced, start-up like environment

• Would be a plus to have experience managing SSO platforms (Okta, Google IDP, Facebook etc.)
• Experience with databases and using SQL to query data
• Some background/understanding of web analytics tool basics: tag, cookies, data attributes, data layer, variables.
• Hands-on experience with online advertising technology and systems (Google, Amazon, Facebook, et.)

Annalect is seeking a motivated and dynamic client facing Applicaiton Support Analyst to join our technology team in NY office or remotely. In this role, you will be working on supporting multiple applications developed by Annalect Technology team, as well as off-the-shelf tools that we integrated into our ecosystem. As a support SME you will be responsible for managing and resolving Level 2 and 3 incidents, coordinating any Production bugs resolutions or outages with Product and DevOps teams This position would also be working closely with various internal and external stakeholders to identify gaps in the existing support model and engineer improvements to the existing processes to ensure highest level of customer satisfaction.

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  Learn the Annalect products and become a SME in product functionality with a deep understanding of the business logic of the tools
• Manage Atlassian based ticketing system and provide necessary reports for internal and external stakeholders
• Provide exceptional customer experience while resolving Level 2 and 3 incidents and troubleshooting/diagnosing customer issues
• Troubleshoot and escalate incidents that cannot be resolved by Support team to the appropriate Engineering/Product team
• Responsible for improving and expanding internal and external knowledgebase for the supported products
• Contribute to ongoing improvement of the team's processes, techniques, and solutions
• Provide technical guidance, training, and mentorship to the team

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  Culture! We have an incredibly fun, collaborative environment that encourages engagement and work/life balance
• Generous PTO that includes vacation days, personal days, a fantastic Summer Friday program and extended time off around the holiday season.
• As part of Omnicom, we have the backing and resources of a global billion-dollar company, but also have the flexibility and pace of a “startup” - we move fast, break things, and innovate.