Job Description - Application Support Analyst Application Support Analyst
Media, PA
Contract
Job Summary:
The Enterprise Application Management Analyst is part of a team responsible for the ongoing support of business applications, including cloud-based solutions, and both package and custom solutions. The Enterprise Application Management Analyst will become a technical resource on the supported applications and will learn and understand the key technical processes. Work closely with other IT staff (project managers, business analysts, software developers, IT infrastructure and operations team members) and third-party vendors, as applicable.
Principal Duties:
- Configure, maintain, upgrade, deploy and install applications and/or application changes in compliance with software development life cycle procedures.
- Responsible for the day to day maintenance of the assigned applications to include providing tier 1 and tier 2 application support for systems of responsibility: log and track issues to resolution; perform analysis of issues to either resolve or escalate; identify workarounds where necessary, communicate & coordinate with vendor support teams and internal IT staff.
- Participate in planning, implementation and testing of package software upgrades and configurations of available package software features and functions.
- Organize and prioritize tasks per an established timeline and follow-up to ensure appropriate completion.
- Provide knowledge transfer within the team, share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
- Create and maintain support documentation related to in scope application support issues. Develop and maintain standard operating procedures as appropriate.
- Partner with other IT teams on issue resolution and business updates as needed.
- Identify and recommend improvement of applications support processes.
- Utilize analytical and problem solving skills to investigate, document, and resolve application issues in a timely and courteous manner.
- Complete root cause analysis and lessons learned activities as required.
- Create change request documents and work collaboratively with the QA function during integration testing and software release. Ensure all production changes are made in accordance with lifecycle methodology and risk guidelines.
- Provide operational support by investigation, documentation, and resolution of application issues for the business area and corporate departments.
Essential Functions:
- Ability to work well individually as well as in a team environment
- Excellent oral and written communication skills
- Excellent customer service skills
- Ability to work with little or no supervision
- Detail oriented and strong organizational, time and stress management skills
- Strong analytical and problem solving skills
- Ability to handle multiple applications
- Excellent interpersonal skills
- Self-starter with demonstrated ability to make decisions
- Ability to be on-call 24/7/365 when required
- Proven ability to learn quickly and independently train themselves on existing and new technologies and technology platforms
Basic Qualifications:
- Bachelor's degree in Information Technology or a technical discipline preferred (e.g., engineering), or technical certifications, or related experience
- 3+ years of related work experience
- Basic database knowledge (e.g., SQL querying)
- Experience with upgrading software packages, and the planning required to do that
- Experience with troubleshooting and supporting business applications
- Exposure to standard support frameworks
- Experience developing software
