Application Support Analyst

This position will facilitate the administrative processes for the management of the IT application portfolio. This will also assist in the day-to-day application support for various production applications.
Liaison to all other IT teams (development, infrastructure, etc.) to ensure request requirements are documented, communicated via the SDLC process and met
Create and maintain formal internal application documentation
Create and document application support standards for application intake processes
Document application criteria required for complete support of all IT applications, including support contacts, escalation procedures and monitoring and alert notifications.
Investigate, analyze and resolve Tier II application issues and act as liaison for Tier III
Support upgrades to our 3rd Party Applications (both SaaS and on-premise).
Correctly route and escalate decisions and questions to the appropriate owner
Contribute to process and efficiency improvements
Adhere to all IT department processes, standards and procedures
Bachelor's degree in Computer Science or a related field, or equivalent work experience
Minimum three years in a customer service environment with 2nd Tier support experience
Experience with Microsoft SQL Server, Pervasive SQL, Visual Basic €“ .Net, ASP, XML, and/or HTML a plus
Good understanding of the SDLC process and ITSM frameworks (ITIL preferred) a plus
24 x 7 on-call availability and ability to work extended hours as required
Strong analytical skills, highly organized and methodical with attention to detail
Flexible, able to change priorities quickly and handle multiple tasks effectively
Ability to establish rapport and hold people accountable to tasks
Excellent documentation and written communication skills
Self motivated with the ability to work independently and in a team environment

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