Description
Job Description
Our client is seeking Application Support Analyst, primary role is to provide administrative and technical support for third-party vendors and instructional applications. Other key functions include the ability to monitor, analyze, diagnose, find root cause of an issue and solve it or escalate the issue to another team or individual. Additionally, the Application Support Analyst should proactively identify issues before they occur which assists in the overall maintenance of the applications. This role will report to and take direction from the Executive Director of Instructional Technology, and work directly with other the company's IT teams to monitor and manage assigned applications.
Job Details:
Duties/Responsibilities:
- Provide administrative and technical support for assigned applications via a ticketing system.
- Meet and exceed established service levels for support
- Maintain operation, monitoring, and integrity of production, test, and development systems to meet established standards
- Coordinate and escalate issues to support teams and third-party vendors to troubleshoot and resolve issues
- Work closely with IT and Application Development teams for new application installations, releases, and testing
- Perform regularly scheduled system updates, changes and failover tests for assigned applications, normally outside of standard business hours
- Identify business needs and provide appropriate technical solutions
- Create and maintain support documentation for applications
- Communicate general events and incidents to Instructional Technology Team, employees and management
- Act as a subject matter expert for assigned application systems, and interface between end-users, technical support, and Instructional Technology teams
- Perform duties outside of normal work hours as assigned/required
Qualifications/skills:
- Customer-service oriented work ethic
- Detail oriented
- Strong organizational and communication skills
- Strong interpersonal skills and ability to communicate with multiple departments to take an issue to resolution
- Strong problem solving ability
- Ability to work independently
- Advanced knowledge of Windows Operating Systems, including Windows server
- Working knowledge web hosting technologies
- Knowledge of change management practices
- Strong knowledge, understanding and application of project management principles and methodologies