Application Support Analyst

JOB SUMMARY

The Application Support Analyst is responsible for ensuring the smooth operation, maintenance, and ongoing support of core business applications. This role involves troubleshooting issues, providing technical support to end-users, and collaborating with development teams to enhance system functionality. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to delivering high-quality service to internal and external stakeholders. 

KEY RESPONSIBILITIES

• Provides first and second-line support for core business applications, addressing user issues promptly and effectively
• Troubleshoots and resolves application-related incidents and problems, ensuring minimal disruption to business operations
• Continuously monitors application performance and health, identifying potential issues before they impact business functions
• Develops and maintains user manuals, technical documentation, and provide training to users as necessary
• Manages and documents incidents, service requests, and change requests through the ticketing system, ensuring all actions are logged and communicated
• Works closely with developers, IT infrastructure teams, and business users to resolve issues, implement fixes, and execute system enhancements
• Participates in testing new features, patches, and updates to applications, ensuring compatibility and performance before deployment
• Identifies areas for process improvement within application support and contribute to the development and implementation of best practices
• Ensures that all application support activities adhere to company policies, procedures, and security standards

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

• Associates degree in a computer-related field
• At least two (2) years of technology industry experience
• Experience with AWS and Google Cloud Environments
• Experience with core business applications such as Salesforce, Genesys Pure Cloud, or custom enterprise software
• Familiarity with SQL, databases, and query tools
• Proficiency in troubleshooting software applications and understanding application architectures
• Strong knowledge of operating systems and networking fundamentals
• Experience with ticketing systems and incident management
• Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues
• Excellent written and verbal communication and interpersonal skills, with the ability to provide technical guidance to non-technical users
• Proficiency in Microsoft Office

PREFERRED

• Bachelor degree
• Industry certifications such as A+, Network+ or Microsoft Certified Desktop Support Technician (MCDST)
• Understanding of ITIL practices and principles

KEY COMPETENCIES

• Results-Oriented:  ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames