Application Support Analyst (225-731)

An Application Support Analyst plays a pivotal role in ensuring the smooth functioning of software applications across an organization. This position acts as a bridge between the technical and operational teams, handling a range of complex software and system-related challenges. The ideal candidate will be proficient in troubleshooting technical issues, enhancing the performance of applications, and providing strategic support to stakeholders. They also ensure that service level agreements (SLAs) are met and maintain documentation and processes for future reference. Strong communication and analytical skills are crucial as this role involves direct interaction with end-users and other IT professionals to optimize system performance and resolve user issues efficiently.

Responsibilities

• Provide first-line support for all application-related queries from end-users.
• Analyze, track, and resolve issues, ensuring preventative measures are implemented.
• Collaborate with IT and development teams to pinpoint and solve application problems.
• Maintain accurate documentation of application processes, changes, and problem resolutions.
• Prioritize and manage multiple issues concurrently in a fast-paced environment.
• Monitor application performance and ensure availability meets set benchmarks.
• Conduct routine maintenance and updates for optimum application performance.
• Develop training guides to assist users in understanding and optimizing applications.
• Work with vendor support contacts to resolve technical challenges with third-party systems.
• Facilitate application installations, configurations, and upgrades across the enterprise.
• Participate in disaster recovery planning and execution to safeguard application integrity.
• Gather user feedback and conduct needs assessments to improve application functionality.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.
• Proven experience in an application support or similar technical role.
• Strong problem-solving skills and ability to troubleshoot complex issues thoroughly.
• Good understanding of software development lifecycle and IT operations.
• Excellent communication skills to interact effectively with technical and non-technical users.
• Familiarity with SQL, scripting languages, and other relevant software tools.
• Ability to work independently as well as part of a team on projects.