Application Support Analyst - IT

Provide on-call support for business process owners Oversee problem management process to ensure maximum system uptime Communicate regularly with business owners about 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 Collaborate with development, first- and second-level support, and engineering teams to design and refine processes, procedures, and delivery mechanisms Coordinate activities related to minor technology projects for an assigned business unit Monitor maintenance activities, ensuring the quality and integrity of the systems Understand how to leverage applications for competitive advantage Oversee all aspects of assigned services, from the systems used to access each service to the back-end servers, and collaborate with multiple IT departments to maintain the required system uptime Proactive communication with business owners regarding all aspects of their technology requests Participate in testing basic system functionality before handing the system over to the business for further testing Coordinate activities related to minor project deliverables Create and maintain support documentation Ensure that system and issue documentation is available, accurate, and up to date Assist users in 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 Assist in project management activities, including task tracking, timeline monitoring, and status reporting. Hands-on experience supporting Windows-based enterprise application environments Knowledge of Windows Server environments, IIS, and SQL Server Skilled at managing multiple priorities Ability to resolve problems quickly and thoroughly Demonstrated ability to gather requirements and perform analysis Excellent verbal and written communication skills, with a strong team orientation Demonstrated ability to lead, follow direction, and collaborate effectively Demonstrated ability to work independently with minimal supervision A team player A desire to learn A bachelor s degree in computer science, business administration, engineering, or a related discipline with an information technology focus is preferred; relevant technology certifications are an advantage Two to four years of progressively responsible, broad-based information systems and business experience is preferred. Experience in software support, including application troubleshooting and testing, is highly desirable, ideally combined with two or more years of customer service experience At least one year of business-unit experience, with a demonstrated sensitivity and commitment to solving business problems Strong communication and customer service skills Strong technical skills, including knowledge of application development and support methodologies