Job Descriptions

APPLICATION SUPPORT ANALYST

JOB DESCRIPTION

General Summary

The Application Support Analyst’s role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.

Responsibilities of Position: Duties include but are not limited to:

Organizational Responsibilities:

• 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.
• Conduct research into software application products and services in support of development and purchasing efforts.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.

Personal Responsibilities:

• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Identify and learn appropriate software applications used and supported by the organization.
• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Apply diagnostic utilities to aid in troubleshooting.
• Other duties as assigned.

Team Responsibilities:

• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Maintain and enhance performance of all new and existing software and applications across the organization.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
• Manage and/or provide guidance to junior members of the team.
• Coordinate with department heads to assess departmental application training needs and objectives.

Key Requirements:

• Four-year college diploma or university degree in computer systems design or computer science, and/or 5+ years equivalent work experience.
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including RentalWorks.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Broad knowledge of programming languages and techniques.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of the organization’s goals and objectives.

• Highly self-motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.
• Must adhere to all company policies, SOPs, and other management directives

Physical Requirements

The job duties and tasks of this position require the employee to regularly sit. The employee may choose to stand and move within their working area. Regular use of computer monitors and a keyboard/mouse will be required. The employee must occasionally lift and/or move up to 2 pounds. Other physical requirements of the job include the ability to communicate. Generally, the employee will be in a temperature-controlled work environment set for general comfort.

Availability

• Must be available to work evenings and weekends, as required

Position Location and/or Territory and Travel

• Position will require frequent travel

Position Type

• Full Time/Regular
• Based on the Fair Labor Standards Act (FLSA), management has analyzed this position and determined it to be exempt due to the computer-related exemption rule.