Application Support Analyst

Duties & Responsibilities

• Works collaboratively with vendors and Business Clients to ensure that systems and business requirements/needs are met.
• Develops strong working relationships with Business Clients, and all other departments within the IT Organization.
• Effectively identifies, documents, and communicates business requirements to the rest of the IT organization.
• Provides application troubleshooting and problem resolution to the applications assigned.
• Acts as subject matter expert in assigned area on all projects assigned and provides timely feedback on assigned tasks.
• Ensures stability and develops roadmaps for all assigned applications.
• Continually monitors and resolves application issues.
• Escalates unresolved application issues to 3rd Level support in a timely manner.
• Assists and supports evaluations, development, and implementation of department policies and procedures.
• Keeps current with new technologies and solutions by attending mandatory technical training, seminars, workshops, and/or related academic courses as required.
• Maintains and develops user-friendly documentation to ensure proper use of an application.
• Maintains a positive working relationship with software vendors to ensure timely installations and problem resolution.
• Counsels employees on the use of software applications.
• Conducts business with the Regulatory Authorities in a professional manner at all times.
• Ensures proper documentation of all applications assigned; including topology and workflow diagrams, along with operational procedures and security requirements.

Minimum Qualifications

• A degree in Computer Science or other related field and/or minimum equivalent experience of three years working in an IT or Business environment.
• At least three to five years of relevant business-related experience.
• Possesses the ability to effectively produce written support documentation.
• Must have good organizational, verbal, and written communication skills. The ability to perform well in a fast-paced environment and meet deadlines is essential.
• Able to project a professional, positive, calm demeanor, while executing the essential duties of the position.
• Must possess the ability to conduct an in-depth analysis of given problems and make logical, well-thought-out steps towards their solution.
• Demonstrates proven ability to be able to identify system requirements in a specification format and translate, through system programming, into a useful computer-based application.
• Must possess the ability to interface with area users and perform as a liaison between IT and the affected area.
• The ability to handle multiple assignments is necessary.
• Flexible and willing to be on call 24/7.