Application Support Analyst 28J25

An Application Support Analyst plays a crucial role in ensuring the smooth operation of business applications and systems. This position demands a blend of technical expertise and excellent problem-solving skills to effectively identify and resolve any issues that may arise. The successful candidate will be responsible for providing both reactive support to fix application/system issues and proactive support to prevent them. They will work closely with application users, developers, and IT teams to troubleshoot and resolve software issues, ensuring minimal disruption to business operations. Excellent communication skills are essential, as the role involves interpreting user needs and providing clear guidance, as well as documenting processes and resolutions for future reference.

Responsibilities

• Provide primary technical support for various business applications and systems.
• Collaborate with IT and business teams to resolve application-related issues efficiently.
• Monitor applications for performance issues and identify potential system enhancements.
• Conduct regular system checks and preventive maintenance activities to ensure smooth operation.
• Manage user access and security permissions for supported applications.
• Escalate critical issues to developers and senior management as required for resolution.
• Develop and maintain documentation for troubleshooting processes and solutions.
• Ensure support requests are logged, tracked, and resolved, providing timely updates to users.
• Conduct user training sessions or workshops to improve application understanding and usage.
• Analyze user feedback to identify areas for application improvements or feature requests.
• Create detailed reports on support activities, incidents, and resolution timelines.
• Participate in the testing of application updates and patches before release.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in application support role, working within a technical environment.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills, with the ability to handle diverse user needs.
• Experience with software troubleshooting and knowledge of ITIL processes is desirable.
• Familiarity with SQL databases and querying languages to manage application data.
• Ability to work independently as well as part of a collaborative team.