Application Support Analyst 18N25

An Application Support Analyst plays a crucial role in ensuring the smooth operation of an organization’s software applications. They are responsible for responding to and resolving application-related issues raised by end-users or clients. The role requires a deep understanding of the software applications and the infrastructure they operate on, as well as the ability to work effectively with other IT teams and stakeholders. As an Application Support Analyst, you will troubleshoot issues, provide solutions to complex problems, and work to improve application processes. This role is essential in maintaining continuity of business operations and ensuring user satisfaction by offering timely and effective support services.

Responsibilities

• Respond timely to application-related issues raised by clients and users.
• Identify and troubleshoot application problems utilizing various diagnostic tools.
• Provide technical support and follow-up on reported application issues.
• Collaborate with development teams to resolve software defects and patches.
• Maintain application documentation and update knowledge bases as needed.
• Monitor applications to identify potential issues and address them proactively.
• Implement and manage incident escalation processes to minimize resolution time.
• Train and support end-users on effective use of applications and systems.
• Configure application settings and conduct system health checks regularly.
• Participate in the development and testing of application enhancements.
• Ensure compliance with IT policies, procedures, and best practices.
• Prepare reports on application performance and issue resolution statistics.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Proven experience in application support or a similar technical support role.
• Strong problem-solving skills and ability to work under pressure.
• Proficiency in using troubleshooting and diagnostic tools for software issues.
• Excellent communication skills to interact with technical and non-technical stakeholders.
• Knowledge of SQL, databases, and scripting languages is advantageous.
• Ability to work in a team-oriented, collaborative environment and independently as needed.