Application Support Analyst (225-813)

An Application Support Analyst is a crucial role within IT that provides technical support for software applications. This position involves troubleshooting, diagnosing, and resolving application issues to ensure smooth and efficient operation of business processes. It is a customer-centric role that requires excellent communication skills to explain technical information to both technical and non-technical users. Application Support Analysts work closely with software developers, IT support teams, and end-users. They are often involved in updating documentation, performing software testing, and participating in system enhancements. Their contributions are essential in minimizing downtime and maintaining high levels of application reliability and user satisfaction.

Responsibilities

• Monitor application systems regularly to ensure stable performance and availability.
• Respond promptly to user queries and assist in resolving technical issues.
• Diagnose application problems using appropriate software tools and logs.
• Collaborate with development teams to push-out patches for identified bugs.
• Prepare detailed documentation on issue resolutions and create user guides.
• Conduct system performance assessments to provide recommendations for improvements.
• Liaise between the end-users and software developers to facilitate enhancements.
• Provide training to end-users on new systems or application features.
• Perform root cause analysis on critical system errors for long-term solutions.
• Maintain knowledge base articles related to common application issues.
• Assist in the creation and maintenance of user accounts and permissions.
• Ensure compliance with service level agreements and organizational policies.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Proven experience as an Application Support Analyst or in a similar role.
• Strong problem-solving skills and attention to detail for troubleshooting.
• Excellent communication skills to explain technical concepts effectively.
• Knowledge of SQL, scripting, and other programming skills are advantageous.
• Ability to work independently and prioritize tasks efficiently.
• Experience in working with ticketing systems and support desk software.