IT Application Support Analyst

Job Purpose

The Support Analyst will act as the lead for their assigned business service, providing measurable statistics related to that business services. Position will also provide regular communications with business owners regarding system issues. This position will also work closely with business owners to help prioritize issues, create SLA’s, and organize and manage maintenance windows. They will also be the first line of escalation for the business owners

Essential Duties

• Provide on-call support for business process owners
• Oversee problem management process to ensure maximum system uptime
• Regular communication with business owners on service-related issues
• Work hands-on to ensure incidents and service outages are resolved in a timely manner
• Perform level 3 technical troubleshooting for all assigned services
• Work with development, 1st and 2nd level support, and engineering teams to design and refine processes, procedures, and delivery mechanisms
• Coordinating activities pertaining to minor technology projects for a given business unit
• Monitor maintenance activities, ensuring the quality and integrity of the systems
• Understand how to leverage applications for competitive advantage
  
  

Management & Department Responsibilities

• Oversight of all aspects of assigned services, from the system used to access the service to the backend servers, working with multiple departments inside of IT to ensure required system uptime
• Proactive communication with business owners regarding all aspects of their technology requests
• Participate in testing of basic system functionality before turnover to business for testing
• Coordination of activities for minor project deliverables
• Provide/Create Support Documentation
• Responsible for ensuring that system/issue documentation exists and is accurate
• Assisting users with gathering and documenting requirements
• On-call system support as necessary
• Participate in lab tests and simulations to identify problems and test fixes, patches and upgrades
  
  

Education

• Bachelor’s degree required in computer science, information technology, or related field
• Strong Technical skills, including knowledge of application development and support methodologies
• Minimum age 21
  
  

Experience

• Bachelor's degree in computer science, business administration, engineering or a related discipline with an information technology focus preferred; technology certifications a plus
• Two to four years of progressive broad-based information systems and business experience; highly desirable to have experience in software support involving troubleshooting and testing of applications; ideally, two or more years in customer service
• One or more years of business-unit experience, with sensitivity and commitment to business problem solving
• Strong communication and customer service skills
  
  

Skills / Knowledge

• Experience of hands-on support in Windows-based enterprise application environments
• Knowledge of Windows Server environments, IIS, and SQL Server
• Skilled at managing multiple priorities
• The ability to solve problems quickly and completely
• Demonstrated ability to gather requirements and perform analysis
• Excellent verbal and written communications with a strong team orientation
• Demonstrated ability to lead, follow, and collaborate
• Demonstrated ability to work independently, with minimum supervision
• A team player
• A desire to learn