Application Support Analyst - Umanist Staffing LLC

Overview

The Application Support Analyst plays a crucial role in ensuring the stability, integrity, and efficient operation of the company's applications to meet the needs of the users. They are responsible for resolving technical issues, providing support for application users, and collaborating with various teams to maintain and enhance application functionality.

Key responsibilities

Provide technical support for applications and resolve issues in a timely manner

Collaborate with developers, business analysts, and end users to identify root causes of application issues

Document troubleshooting and problem resolution steps for future reference

Perform routine application maintenance activities and updates

Conduct regular application health checks and performance monitoring

Communicate with users to understand their support needs and provide timely assistance

Create and maintain support documentation and knowledge base articles

Participate in testing and quality assurance activities for application upgrades and changes

Assist in the implementation of new applications and features

Proactively identify opportunities to improve application performance and user experience

Adhere to ITIL best practices for incident, problem, and change management

Support application security and compliance requirements

Train and mentor new support team members

Collaborate with third-party vendors for escalated support and issue resolution

Participate in on-call support rotation for after-hours application issues

Required qualifications

Bachelor's degree in Computer Science, Information Technology, or related field

Proven experience in application support or related technical roles

Strong troubleshooting and problem-solving skills

Proficiency in SQL and database concepts

Experience in supporting and troubleshooting web-based applications

Excellent communication and interpersonal skills

Ability to prioritize and manage multiple tasks in a fast-paced environment

Understanding of ITIL framework and best practices

Knowledge of software development lifecycle and agile methodologies

Familiarity with system monitoring and diagnostic tools

Experience with incident and problem management processes

Detail-oriented with a strong focus on quality and continuous improvement

Ability to work effectively in a collaborative team environment

Certifications in relevant technologies (e.g., ITIL, Microsoft, etc.) a plus

Flexibility to provide after-hours support as needed