Senior Application Analyst
About the role
At DPR, roles and responsibilities are more than describing a job title—they are a commitment to building great things together. The job description(s) below defines core responsibilities and the scope of the role and is a starting point. Every employee is expected to lead from where they are, take ownership of outcomes, and always act in the best interest of the team, customer, project and organization. As a purpose-driven organization on a journey to be most admired, we rely on trust, shared leadership, open communication, disciplined action and a deep respect for the individual to drive exceptional performance. Success is not just about what we build, but who we build and how we build it: with integrity, enjoyment, uniqueness and an ever-forward mindset.
Leads resolution of complex end-user technical issues and supports operational excellence within the service desk. Conducts root cause analysis, mentors analysts, and drives continual improvement initiatives to improve service reliability and end-user experience.
Responsibilities
- Resolves complex or escalated hardware, software, and mobility issues.
- Performs structured root cause analysis and recommends preventive measures.
- Monitors service desk trends and identifies improvement opportunities; mentors analysts.
- Ensures compliance with IT Service Management (ITSM) processes and contributes to improvement initiatives.
- Mentors analysts, documents troubleshooting procedures, and supports onboarding and training activities.
- Maintains and enhances knowledge base documentation and contributes to trend analysis.
- Coordinates with Infrastructure and Application teams on recurring incidents and remediation activities.
Qualifications
- Bachelor’s degree in computer science or a related field, or equivalent experience required.
- 4–6 years of experience in IT service desk, end-user support, or technical operations required.
- IT service management certification preferred.