Business Application Support

Overview:

MMCY is currently looking for a Business Application Support professional to provide technical and functional support to end-users, troubleshoot application issues, ensure timely resolution, and work closely with other teams to implement enhancements and updates. The ideal candidate is proactive, detail-oriented, and possesses a strong understanding of business processes and enterprise systems.

Responsibilities:

• Serve as the primary point of contact for technical and functional support related to business applications (e.g., LMS, Front, Formstack, Smartsheet, Adobe, Lucid, SharePoint, Power Platform).
• Diagnose and resolve issues, escalating to vendors or developers when necessary.
• Monitor application performance and ensure optimal functionality.
• Field incoming help requests from end-users via both telephone and email in a courteous manner.
• Collaborate with the Director of Service Delivery and Business Systems to understand business unit workflows and identify opportunities for system improvements.
• Participate in the testing and deployment of new features and updates.
• Perform regular audits to assess system performance, security, and compliance.
• Document all pertinent end-user identification information, including name, department, contact information, and nature of the problem or issue.
• Utilize remote control software to remotely troubleshoot and resolve user problems.
• Support various software packages including Microsoft Office for Windows, antivirus, backup, email clients, ActiveSync, VPN client, Adobe products, internet browsers, and various GDS software.
• Esalate IT issues when necessary.
• Develop user training manuals, help sheets, frequently asked questions (FAQs), and procedures for end-users where applicable.
• Able to work extended hours in the event of serious problems or scheduled work.
• Provide clear and concise information through written and verbal communications.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Requirements:

• Associate’s degree in MIS/CIS or equivalent business/industry training and at least 3 years of equivalent work experience.
• 5+ years of experience supporting end-user computing technical service support in a business environment.
• Familiarity with ITSM tools.
• Hands-on experience with IT system implementation and troubleshooting support for core Microsoft technologies and a variety of business-specific applications. Mac OS support is a plus.
• Occasional overnight travel for implementation and support of company locations nationwide.
• Ability to work a five (5) days a week schedule.
• Ability to work on-call rotations (after hours and weekends) when necessary.
• Experience working in a team-oriented, collaborative environment.
• Shows initiative and follow-up to ensure successful results.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Excellent written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.