Application Support Analyst

Job description

POSITION PURPOSE:
The role of the Application Support Analyst is to fix application and system problems, or any incident that is disrupting the application service that business users depend on. The job calls for both technical capability and business understanding. This includes facilitating the execution of complex projects, sustain programs processes in strategic support of the Surface Americas Service businesses through the planning, execution, testing and implementation ensuring adherence to deadlines and budget. An application support analyst needs to demonstrate competent IT literacy around applications and systems and delivering live IT environments that enable the business every day.
POSITION DUTIES:
· Assist in the maintenance of applications, including 24×7, high-availability systems by responding to production issues/emergencies
· Solves varied, but straightforward problems, analyzing and selecting solutions from learned range alternatives
· Understands the components of area of focus or project priorities related to the work being performed as well as the impact on the organization. Recognizing broader organizational business challenges and suggest improvements.
· Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
· Create process models, specifications, diagrams, and charts to provide direction to development team
· Ability to identify deviations from standards
· Coordinate project activities with Business and development team
· Liaise with various business groups in the organization to facilitate implementation of new or improved business processes.
· Prepare and deliver reports, recommendations, or alternatives for improving processes in operating systems across the organization.
· Ensure that solution and application support documentation is maintained to the highest quality and accuracy
POSITION REQUIREMENTS:
· BA/BS in related field preferred
· 2+ years of experience in assisting with the design, development, and implementation of software and hardware solutions, systems, or products.
· Ability to meet deadlines and manage priorities is important.
· Knowledge of information technology concepts, application development methodology, terminology and standards.
· Demonstrated ability to interpret and translate technical and/or complex concepts into information meaningful to team members and/or business personnel and vice versa
· Ability to write queries and retrieve data from relational and non-relational databases.
· Experience building dashboards with Microsoft Power BI .
· Experience with SQL Server, including SSIS, SSAS, SSRS all would be a plus.
· Ability to analyze and interpret complex sets of data and information and turn them into actionable insights.
· Experience with some programming languages and willingness/ability to learn (particularly Mobile and Web Technologies)
· Effective verbal and written communications skills, including the ability to create organized and informative reports, as well as comprehensive, accurate documentation
· A history of working independently without close supervision and demonstrated time management skills
· Ability to participate in multiple projects simultaneously while adhering to tight schedules
· Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial
· Can conform to shifting priorities through analytical and problem-solving capabilities, focusing on common goals not individual agendas
· Adept at conducting research into project-related issues and product
· Must be able to learn, understand, and apply new technologies
· Proactive, creative, flexible and tenacious, looking at problems as challenges to overcome
· Excellent understanding of the organization's goals and objectives.
· Strong customer service orientation.
· Able to present data and facts in a clear and concise manner.

WORK ENVIRONMENT: The noise level in the work environment is usually moderate as the employee works in an office environment, in an individual work station, using telephone and computer. Employee is required to work evenings and weekends as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS: Spends 90% of time sitting and operating a computer or workstation. Spends 10% of time in travelling to field locations