Application Support Analyst 31O25

As an Application Support Analyst, you will be crucial to maintaining and enhancing the performance, integrity, and security of software applications used within an organization. You will act as a liaison between the company's IT department and its software users, providing technical support and troubleshooting assistance to ensure the smooth and efficient functioning of the applications. Your role will involve investigating and resolving issues, managing user access, and collaborating with software developers on system improvements and upgrades. You must possess excellent problem-solving skills and be able to communicate effectively with a range of stakeholders, including technical teams and users with limited technical knowledge. Your ability to identify trends in performance issues and develop long-term solutions will significantly impact the business's operational continuity.

Responsibilities

• Provide first-line support by responding to user inquiries and troubleshooting issues promptly.
• Monitor application performance to identify problems and implement necessary fixes.
• Collaborate with developers to resolve software defects and enhance application functionality.
• Document all technical incidents and resolutions in the internal tracking system.
• Conduct root cause analysis to identify long-term solutions for recurring issues.
• Assist in application deployment, upgrades, and maintenance alongside IT specialists.
• Manage user access rights and maintain security protocols for software applications.
• Develop user manuals and provide training sessions to improve user competence.
• Gather and analyze metrics to recommend improvements in system performance and user experience.
• Coordinate with vendors and third-party specialists when escalating issues that require external intervention.
• Participate in the testing of applications to ensure high-quality releases.
• Keep abreast of new software developments and propose innovative solutions to enhance support services.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in an application support or similar role with demonstrated problem-solving skills.
• Strong understanding of software environments, including operating systems and databases.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Experience with incident tracking systems and knowledge of ITIL processes is advantageous.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Eagerness to learn new technologies and continually improve technical knowledge and skills.