Senior Application Support Analyst

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About the Company

At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link at: https://www.icis.com/explore .

About the Team

You'll be part of a team that values reliability - not just in our systems, but in how we support one another and communicate. We're committed to providing a smooth, transparent, and supportive experience for our customers, especially when challenges arise. In this role, your attention to detail, empathy, and clear communication will have a meaningful impact every day.

About the Role

We're looking for a Senior Production Support Analyst to help ensure the reliability and responsiveness of our customer-facing systems. This role is about more than technical troubleshooting - it's about delivering a thoughtful, effective support experience for both internal and external stakeholders.

Responsibilities

• Lead the resolution of high-impact production issues with a focus on minimizing customer disruption.
• Act as a key escalation point, ensuring clear, respectful communication with stakeholders throughout the incident lifecycle.
• Manage the full support process - from issue detection to resolution and root cause analysis - and drive improvements to prevent recurrence.
• Collaborate with product, engineering, and service teams to deliver seamless support.
• Communicate clearly and empathetically across all levels of the organization.
• Enhance documentation, workflows, and knowledge-sharing to support self-service and transparency.
• Monitor and report on service quality metrics, using insights to improve performance.

Requirements

• Experience in production or application support, ideally in customer-facing environments.
• Strong communication skills, with the ability to explain technical issues to non-technical audiences.
• Experience with UNIX/Linux and Windows Server environments.
• Understanding of incident, change, and problem management processes.
• A proactive, customer-focused mindset with strong organizational skills and attention to detail.
• Familiarity with tools like JIRA or ServiceNow.
• Certifications in ITIL, Linux, or cloud platforms (e.g., AWS, Azure).
• Experience with batch processing, data interfaces, or monitoring tools.
• Exposure to automation or scripting.

Learn more about the LexisNexis Risk team and how we work