The Application Support role involves maintaining and troubleshooting software applications deployed at customer sites. This position requires ownership of business application issues, ensuring appropriate escalation and resolution, and understanding the root causes of problems. The ideal candidate will have a collaborative attitude, thrive in a team environment, and be capable of working independently to solve problems.
Responsibilities:
- Diagnose and resolve application errors and faults, coordinating with the application provider as necessary.
- Act as a subject matter expert to troubleshoot and resolve end-user issues with business applications.
- Manage the implementation and maintenance of business applications, ensuring proper documentation and configuration.
- Coordinate software implementations, upgrades, and ongoing support for end-users.
- Conduct application testing in a test environment with end-users when needed.
- Provide on-call support as directed by the supervisor.
- Maintain and update technical manuals and procedures for users.
- Test and follow up on fixes to ensure related issues are fully resolved.
- Perform preventative maintenance, including the installation of updates, patches, and hotfixes.
- Execute additional tasks as directed by the supervisor.
Qualifications:
- Minimum 2 years of experience in application support, focusing on ERP applications like accounting, inventory, and pricing, preferably in retail. A total of 5 years of IT experience is desired.
- Bachelor’s degree in IT, computer science, mathematics, or equivalent education.
- Ability to create and maintain standard operating procedures and document support processes.
- Experience with the PDI Enterprise application suite is a plus.
- Capable of managing multiple priorities in a high-volume, fast-paced environment.
- Experience with PowerShell scripting and general programming is a plus.
- Proficient in writing and modifying SQL queries and monitoring Windows desktop and server systems.
- Strong organizational skills, attention to detail, and customer service orientation.
- Excellent verbal and written communication skills.
- Ability to work independently, as part of a team, and under supervision.
- Flexible and eager to learn new skills as needed.
