It application support analyst h/f

APRIL est le leader du courtage grossiste en France avec un réseau de 17 000 courtiers partenaires.

Les 2 900 collaborateurs d'APRIL ont l'ambition de proposer à leurs clients et partenaires - particuliers, professionnels et entreprises - une expérience remarquable alliant le meilleur des relations humaines et de la technologie, en santé et prévoyance des particuliers, professionnels et TPE, en assurance des emprunteurs, en santé internationale, en dommages de niches et en gestion de patrimoine.

APRIL ambitionne de devenir un acteur digital, omnicanal et agile, champion de l'expérience client et leader sur ses marchés tout en s'engageant sur les enjeux de Responsabilité Sociétale structurés au sein de sa démarche Oxygen.

Le groupe APRIL opère dans 19 pays et a enregistré en 2023 un chiffre d'affaires de 630M€. IT AIT Application Support Analyst

For over 30 years, APRIL International has been specializing in international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses. With teams across Asia, Europe, and the Americas, we ensure our members have access to the best care, wherever they are.

As part of the APRIL Group, an insurance specialist with 2,300 staff across 16 countries, we are committed to delivering high-quality services and innovative solutions.

To support our growth and service expansion, we are currently seeking an IT Application Support Analyst.

Position Overview

The IT Application Support Analyst is responsible for ensuring the availability, functionality, and optimal performance of business applications. This role involves providing Level 1 and Level 2 support, troubleshooting application issues, performing system health checks, and working with various teams to enhance application performance. The objective is to guarantee the best user experience and perceived value of our applications.

Key Responsibilities
- Provide Level 1 and Level 2 application support to business teams and end-users.
- Identify, analyze, and resolve incidents.
- Escalate unresolved issues to the appropriate internal or external teams.
- Ensure timely resolution of incidents.
- Perform routine system health checks and monitor application performance.
- Conduct testing of new features and bug fixes in collaboration with the development teams.
- Maintain and update documentation, technical procedures, and knowledge base.
- Define, modify, and generate KPIs on incidents and resolution times, sharing insights with business teams and management.
- Manage backlog for escalated incidents and work on continuous improvement initiatives.
- Organize and lead incident crisis management when necessary.
- Identify and implement improvement plans for recurring incidents.
- Actively contribute to an agile, digital-first, and omnichannel transformation strategy.