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 service. The position will also facilitate regular communication with business owners regarding system issues. They will work closely with business owners to help prioritize issues, create SLAs, and organize maintenance windows. Additionally, they will serve as the first line of escalation for business owners.

Essential Duties

Provide on-call support for business process owners.
Oversee the problem management process to ensure maximum system uptime.
Maintain regular communication with business owners on service-related issues.
Resolve incidents and service outages promptly through hands-on troubleshooting.
Perform Level 3 technical troubleshooting for all assigned services.
Collaborate with development, support levels 1 and 2, and engineering teams to design and refine processes, procedures, and delivery mechanisms.
Coordinate activities related to minor technology projects for specific business units.
Monitor maintenance activities, ensuring system quality and integrity.
Leverage applications to gain a competitive advantage.

Management & Department Responsibilities

Oversee all aspects of assigned services, including system access and backend servers, working across IT departments to ensure system uptime.
Proactively communicate with business owners regarding their technology requests.
Participate in testing basic system functionalities before handover to the business.
Coordinate activities for minor project deliverables.
Provide and create support documentation, ensuring accuracy and completeness.
Assist users with requirements gathering and documentation.
Provide on-call support as needed.
Participate in lab tests and simulations to identify issues and test fixes, patches, and upgrades.

Education

Bachelor's degree in computer science, information technology, or a related field.
Strong technical skills, including knowledge of application development and support methodologies.
Minimum age of 21.

Experience

Bachelor's degree in computer science, business administration, engineering, or a related discipline with an IT focus; certifications are a plus.
Two to four years of broad-based information systems and business experience, preferably including software support, troubleshooting, and testing applications; customer service experience is highly desirable.
At least one year of experience in a business unit, demonstrating sensitivity and commitment to problem-solving.
Strong communication and customer service skills.

Skills / Knowledge

Hands-on support experience in Windows-based enterprise application environments.
Knowledge of Windows Server, IIS, and SQL Server.
Ability to manage multiple priorities effectively.
Problem-solving skills to resolve issues quickly and thoroughly.
Ability to gather requirements and perform analysis.
Excellent verbal and written communication skills, with a strong team orientation.
Ability to lead, follow, and collaborate within teams.
Ability to work independently with minimal supervision.
A team player with a desire to learn.

Read the full job description and apply online on the recuiter's web-site

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