Application Support Analyst (L1) - Credit Services at EY · Hybrid -…

Role & responsibilities
• Provide L1 support for Credit Services and Underwriting platforms.
• Manage incidents, service requests, and escalations in line with SLAs.
• Perform initial triage, troubleshooting, and coordinate with L2/L3 teams for resolution.
• Handle high-priority production issues and communicate timely updates to stakeholders.
• Collaborate with Business, Operations, Technology, Product, and Support teams.
• Track and manage tickets using JIRA.
• Maintain knowledge articles, runbooks, and support documentation in Confluence.
• Support day-to-day underwriting processes and operational workflows.

Preferred candidate profile
• Experience in Application/Production Support (L1).
• Working knowledge of Credit Services and Underwriting operations.
• Strong understanding of L1, L2, and L3 support models.
• Experience with incident, service request, and escalation management.
• Proficiency in JIRA and Confluence.
• Strong stakeholder management and communication skills.
• Ability to prioritize and manage critical business-impacting issues in SLA-driven environments.