Application Support Analyst

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Application Support Analyst


Main Purpose of Job
The primary responsibility of the Application Support Analyst is to act as a liaison between the business and technical resources by ensuring the availability of applications for internal and external users. This individual will demonstrate a high-level of responsibility and consistency by contributing to the timely response and closure of incidents received via the corporate incident tracking system. This key individual frequently interacts with multiple departments to establish a positive reputation between the business and IT by advocating for customers’ incidents and providing timely responses. Participation in on-call support is required to support client initiatives as well as rectifying possible application outages.

To apply, submit resume to lmoore@precisionstaffing.net

Duties:
• Monitor and respond to open tickets submitted through an incident management system
• Monitor systems alerts – troubleshoot and escalate if alerts cannot be resolved
• Prioritization and handling of service requests and incidents within predetermined SLAs
• First line application support, resolving technical queries and communicating solutions directly to customers
• Collaborate with multiple internal teams across disparate groups to resolve client support escalations
• Contribute to departmental initiatives and identification of opportunities for process improvement
• Improve and document the technical processes around application support (using Confluence)
• Document programming problems and resolutions for future reference
• Resolve/escalate issues identified outside normal business hours on a rotational basis
• Investigate and diagnose application and system faults and errors
• Establish new users, manage access levels and reset passwords
Participate in the development, implementation, installation, and testing of applications software

Excellent oral and written communication skills are required. An ability to interact effectively with people at all levels in an organization. Work effectively as part of a team and have a genuine desire to assist colleagues.
An ability to respond to unpredictable volume of work, with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives. Ability to flourish in a highly flexible and fast-moving environment. Willingness to learn and build knowledge of business processes. Ability to switch between tasks quickly and stay in control of problematic situations.

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