Application Support Specialist

JOB SUMMARY

The Application Support Analyst is responsible for ensuring the smooth operation, maintenance, and ongoing support of core business applications. This role involves troubleshooting issues, providing technical support to end-users, and collaborating with development teams to enhance system functionality. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to delivering high-quality service to internal and external stakeholders.

KEY RESPONSIBILITIES

Provides first and second-line support for core business applications, addressing user issues promptly and effectively

Troubleshoots and resolves application-related incidents and problems, ensuring minimal disruption to business operations

Continuously monitors application performance and health, identifying potential issues before they impact business functions

Develops and maintains user manuals, technical documentation, and provide training to users as necessary

Manages and documents incidents, service requests, and change requests through the ticketing system, ensuring all actions are logged and communicated

Works closely with developers, IT infrastructure teams, and business users to resolve issues, implement fixes, and execute system enhancements

Participates in testing new features, patches, and updates to applications, ensuring compatibility and performance before deployment

Identifies areas for process improvement within application support and contribute to the development and implementation of best practices

Ensures that all application support activities adhere to company policies, procedures, and security standards

ROLE QUALIFICATIONS

EDUCATION & EXPERIENCE

REQUIRED

Associates degree in a computer-related field

At least two (2) years of technology industry experience

Experience with AWS and Google Cloud Environments

Experience with core business applications such as Salesforce, Genesys Pure Cloud, or custom enterprise software

Familiarity with SQL, databases, and query tools

Proficiency in troubleshooting software applications and understanding application architectures

Strong knowledge of operating systems and networking fundamentals

Experience with ticketing systems and incident management

Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve technical issues

Excellent written and verbal communication and interpersonal skills, with the ability to provide technical guidance to non-technical users

Proficiency in Microsoft Office

PREFERRED

Bachelor degree

Industry certifications such as A+, Network+ or Microsoft Certified Desktop Support Technician (MCDST)

Understanding of ITIL practices and principles

KEY COMPETENCIES

Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames

Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment

Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others

Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good

Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change

Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions

All members of the itel family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability