POSITION SUMMARY:

We are looking for an Application Support Analyst to join our team. You will assist in monitoring Application Support inboxes, triaging and responding to inquiries related to Millennium Trust applications and products. You will also be responsible for logging bugs and defects that arise as a result of your investigations. The Application Support Analyst role plays an important part in our company’s product development process. Our ideal candidate will have an analytical mind with a love for trouble shooting and solving problems.

ESSENTIAL JOB FUNCTIONS:

• Examines data to grasp issues, draw conclusions, and solve problems.
• Provides excellent service to internal and external customers.
• Prepare and present training and how-to guidance across the organization
• Maintains composure in highly stressful or adverse situations.
• Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Previous experience supporting applications and product
• Working knowledge of SQL query and reporting
• Excellent analytical and critical thinking skills with the ability to analyze and solve problems.
• Ability to identify and document solutions to business problems with accuracy.
• Must have excellent oral and written communication skills.
• Must be able to communicate effectively with end users, vendors and application developers.
• Ability to coordinate and manage multiple projects and deadlines simultaneously.
• Proven experience preparing, presenting, and maintaining required SDLC documentation and artifacts
• Experience working in an Agile/Scrum development process preferred
• Familiarity with Azure DevOps and the software development life cycle (SDLC) preferred

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• 3 - 5 years of applicable experience
• Bachelor's Degree in Computer Science or related field
• 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 issue resolution are required.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, Informatics, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Assist in the maintenance and enhance performance of all new and existing software and applications across the organization.
• 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.
• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Maintain knowledge of enterprise applications.
• Utilize troubleshooting principles, methodologies, and issue resolution techniques.
• Develop and interpret technical documentation for training and end user procedures.
• Stay current on knowledge of trends in technology relating to software applications.
• Understands and adheres to compliance standards as they appear in the Corporate Compliance Policy, Code of Conduct, and Conflicts of Interest Policy.
• Willing to cross-train in order to better assist co-workers and to provide maximum efficiency in organization