Program Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver Level 2 support for application-related challenges utilizing Zoho Desk, CRM, and IT Service Desk.

• Design, enhance, and maintain web applications leveraging .NET, ASP.NET Core, and SQL Server.

• Act as the primary contact for escalated Level 1 support tickets.

• Quickly diagnose, prioritize, and resolve application-related issues.

• Identify, analyze, and address application bugs, system errors, and user inquiries within Zoho Desk.

• Collaborate with cross-functional teams to ensure seamless application integration and functionality.

• Monitor and track the status of tickets while providing timely updates to end users.

• Conduct root cause analysis and implement preventive strategies.

• Manage API integrations and troubleshoot issues effectively.

• Optimize SQL Server queries for enhanced performance and efficiency.

• Engage in system upgrades, patches, and new releases.

• Ensure adherence to Service Level Agreements (SLA) for ticket resolution.

• Document technical issues and solutions to facilitate knowledge sharing.

⛳️ Requirements

• 2–3 years of experience in supporting and developing .NET applications.

• Familiarity with Zoho Desk, IT Service Desk, or comparable ticketing systems.

• Hands-on experience with .NET, ASP.NET Core, Web APIs, SQL Server, and C# development.

• Strong troubleshooting capabilities.

• Understanding of incident management and ITIL processes.

• Excellent written and verbal communication skills.

• Ability to juggle multiple tasks in a fast-paced, customer-centric environment.

• Experience in production support, CRM, or ServiceNow is advantageous.

• Knowledge of database management, queries, and scripting.

• Familiarity with system integrations and API troubleshooting.

• Experience with frontend technologies such as HTML, CSS, JavaScript, or Angular is a plus.

• Bachelor’s degree in Engineering (BE) or Technology (BTech).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Health and wellness programs.

• Flexible work schedule and remote work options.

• Engaging team environment with collaborative culture.