IT Analyst - Level 2 Application Support

Original job posting

The IT Analyst will investigate and diagnose Level 2 application issues using technical tools like SQL, APIs, and Azure. They will also participate in maintenance projects and communicate findings to both technical and functional teams.

Job details

The client is seeking an IT analyst focused on Level 2 application support: investigating issues escalated by Level 1 support, with the ability to diagnose problems using existing technical tools (APIs, SQL, Azure) without systematically escalating. The difference from a traditional support role is significant: the candidate must be able to read and interpret SQL queries, test API endpoints using Postman, and navigate an Azure cloud environment to isolate the root cause of an incident. Beyond support, the candidate will participate in maintenance and continuous improvement projects, which requires the ability to document findings, formulate clear conclusions, and communicate effectively with technical and functional teams. A basic understanding of business analysis is expected to structure observations and communicate them to stakeholders. The client emphasizes the importance of actively engaging with existing systems, going beyond simply following procedures. The candidate must demonstrate an interest in understanding how the client's systems work, rather than simply following predefined steps. The client also desires the ability to quickly integrate into several small projects simultaneously, rather than a single-task profile. The candidate does not need to be an architect or developer: they are an analyst who uses technical tools for diagnostic purposes, not development. Knowledge of the insurance sector is an advantage for team integration, but not essential. Requirements Requirements Qualification Table REQUIREMENTS Experience in Level 2 IT support focused on application development (investigation, diagnosis, resolution) | Required experience | All requirements Proficiency in SQL for diagnostic queries (reading and interpreting data, identifying causes) | Required | All requirements Experience with REST APIs and using Postman to test and validate calls | Required | All requirements DESIRED Experience with Azure (navigating cloud services, viewing logs, diagnostics) | Required | All requirements Basic business analysis skills (writing reports, communicating with stakeholders) | Required | All requirements Experience with a structured ticketing tool (ServiceNow, Jira, or equivalent) | One option is sufficient | Adequate alternative coverage Demonstrated ability to work on multiple mandates or small projects simultaneously | Required | All requirements ASSET Knowledge of the insurance sector | Required | All required conditions WHAT WE DON'T WANT Purely Level 1 support profile (basic helpdesk, password resets, simple tickets) without application investigation experience. Developer or architect: overqualified for the interview/promotion context, risk of rapid departure. Profile that uses SQL or Postman only in a development context, without diagnostic support experience. Pre business analyst without application technical skills. Candidate with no experience in a ticketing or structured incident management environment. Highly procedure-oriented profile with no demonstrated curiosity to understand the underlying systems. Single-task profile, uncomfortable juggling several small projects or assignments simultaneously.

What you’ll do

The IT Analyst will investigate and diagnose Level 2 application issues using technical tools like SQL, APIs, and Azure. They will also participate in maintenance projects and communicate findings to both technical and functional teams.

Requirements

Candidates must have extensive experience in Level 2 application support and proficiency in SQL, REST APIs, and Azure cloud environments. Strong business analysis skills and the ability to manage multiple small projects simultaneously are required.

Listed skills

• Microsoft Azure · Preferred
• Technical Documentation · Preferred
• SQL · Preferred
• Incident Management · Preferred
• REST APIs · Preferred
• Jira · Preferred
• Troubleshooting · Preferred
• Business analysis · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• SQL
• REST APIs
• Postman
• Azure
• Application Support
• Incident Management
• Business Analysis
• Troubleshooting
• Technical Documentation
• Stakeholder Communication
• ServiceNow
• Jira
• Diagnostic Analysis
• System Maintenance
• Report Writing
• Cloud Services
• Curiosity
• Application Programming Interface (API)
• Application Development
• Technical Support
• JIRA
• Microsoft Azure
• Communication
• Continuous Improvement Process
• Help Desk Support
• SQL Azure
• RESTful API
• SQL (Programming Language)
• Postman API Platform

Job areas

• Technology
• Customer Service & Support
• Software
• Data & Analytics
• Consulting
• Application Support Analyst
• Application Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists