Job Description – Application Support Analyst 1
Title
Application Support Analyst 1
Reports to
Manager of IT (Information Technology)
Description
The Application Support Analyst’s role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware. This role will also assist and elicit, analyze, specify, and validate the business needs of stakeholders, including end users. This includes interviewing stakeholders and gathering and compiling user requirements to understand the technology solutions they need.
Responsibilities
Strategy & Planning
- Collaborate with project sponsors to determine project scope and vision.
- Work with stakeholders and project team to prioritize collected requirements.
- Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
Acquisition & Deployment
- Conduct research into software application products and services in support of development and purchasing efforts.
- Provide support for the testing of new and existing software applications under development or consideration for purchase.
Operational Management
- Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
- Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
- Assist with the interpretation of user requirements into feasible options and communicate these back to the business stakeholders.
- Manage and track the status of requirements throughout the project lifecycle; enforce and redefine as necessary.
- Communicate changes, enhancements, and modifications of business requirements – verbally or through written documentation – to project managers, sponsors, and other stakeholders so that issues and solutions are understood.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
- Maintain and enhance performance of all new and existing software and applications across the organization.
- Identify and learn appropriate software applications used and supported by the organization.
- Coordinate with department heads to assess departmental application training needs and objectives.
- Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
- Participate in daily scrum calls with development team.
Position Requirements
Formal Education & Certification
- College diploma or university degree in the field of computer science, information systems, and/or equivalent work experience.
- Certifications in a major cloud vendor technology would be considered an asset
- ITIL certification would be considered an asset.
Knowledge & Experience
- In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including cloud technologies (AWS, Azure, GCP)
- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
- Knowledge of software development lifecycle, and techniques, including Agile/Scrum would be an asset.
- Able to develop and interpret technical documentation for training and end user procedures.
- Keep abreast of new technology trends that will drive operational efficiency improvements, enhance the customer experience, and lower costs.
- Experience with building and maintaining databases for query and problem tracking.
- Good understanding of the organization’s goals and objectives.
Personal Attributes
- Highly self-motivated and directed.
- Strong sense of urgency
- Ability to absorb new ideas and concepts quickly.
- Good analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to conduct research into software development and delivery concepts, as well as technical application issues.
- Ability to present ideas in business-friendly and user-friendly language.
- Very strong customer service orientation.
- Excellent written, oral, interpersonal, and presentational skills in the English language
- Experience working in a team-oriented, collaborative environment.
Work Conditions
- Occasional travel between locations required.
- On-call availability
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- Location: Miami, FL.
- Ability to participate in a hybrid work environment after a predetermined period
- Applicants must already have right to live and work in the USA
- No agencies please.
