The Application Support Analyst’s role is to deliver application support to end users in the organization. This role will be responsible for defining, configuring, developing, testing, analyzing, and maintaining third-party enterprise applications. This includes troubleshooting applications software for all internal customers, such as Mission Services, HR, Donated Good Retail, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of third-party software application configuration, system testing, documentation, and providing training for rapid adoption.
Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. Develop and deploy methodologies for application testing and performance.
Establish best practices and policies for installing, configuring, maintaining, and troubleshooting end-user application support.
Documents existing and new application workflows and configurations.
Practice network asset management, including maintenance of network component inventory and related documentation.
Conduct research and make recommendations on application acquisitions, software reviews, and software security efforts.
Participates in maintaining the enterprise’s Business Continuity Plan and Disaster Recovery Plan, where appropriate.
identifies and resolves problems, often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions.
Manages application incidents and tasks by identifying, tracking, and driving support, deployment, or system issues to a timely resolution.
Documents, educates, adheres to, supports, and improves current processes.
Supports the lifecycle of systems and the related components from development to retirement.
Installs, facilitates, and/or performs quality assurance testing on supported applications.
Develops, utilizes, and maintains tools and scripts to automate application deployments, and create reporting to meet support needs.
Leads or participates in project/stakeholder meetings as they relate to defining and communicating deployment and support requirements, reporting requirements, and deliverables, analyzing and determining alternative delivery methods, and assisting in creating project timelines and cost estimates.
Conducts in-depth analysis to increase system performance, quality, and/or efficiency.
Creates and maintains effective relationships with the business and information technology teams.
Works on User Story to fix configurations as small enhancement requests to resolve frequently occurring issues.
Works on data loading/extraction and utilities and tools that involve SQL tuning, debugging, and fixing scripts.
Engage in ongoing communications with peers in the Helpdesk and Networking groups as well as the various business groups to ensure enterprise-wide understanding of security goals, solicit feedback, and foster cooperation.
Provide in-person and remote support for our retail stores.
Bachelor’s degree in a related discipline is preferred or equivalent education and experience.
In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including CRM, ReqLogic, POS, Microsoft Office 365…etc
Able to develop and interpret technical documentation for training and end-user procedures.
Experience configuring third-party applications including custom workflows
Experience with building and maintaining databases for query and problem-tracking
Experience with Microsoft BI or other reporting tools
Hands-on experience troubleshooting software bugs.
Knowledge and understanding of application lifecycle.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
