Application Support Analyst

Scope:  The Application Support Analyst will be responsible for analyzing, designing, implementing, and supporting business applications and systems.  Must be able to elicit, analyze, communicate, and validate business/user requirements for processes, policies, and systems and translate these business needs/end-user requirements into functional specifications that describe what the system, process or product/service must do to fulfill the end-user/business requirements. 

Education:  

• Associates degree or vocational/technical program completion in business, healthcare, or Information Technology.  Bachelor’s degree preferred, but not required.  Education can generally be substituted for required general and specialized experience. 

Experience:  

• Experience in support of a business function or shared IT service. 

Requirements/Skills: 

• Knowledge of end-to-end systems development life cycles (i.e., waterfall, iterative and other modern approaches to software development). 

• Knowledge of solutions design and requirements definition disciplines. 

• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients. 

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors). 

• Excellent analytical, decision-making, problem-solving, team, and time management skills. 

• Resourceful and proactive in gathering information and sharing ideas. 

• Excellent PC skills utilizing Microsoft Office software. 

• Detail oriented with the ability to manage multiple tasks simultaneously. 

• Excellent organization and follow through skills. 

• Ability to write queries using SQL Server and/or Oracle SQL a plus. 

• Experience working with ticketing system preferred.  

Duties and Responsibilities: 

• Demonstrate ability to learn to configure supported systems to meet defined functional requirements. 

• Assist in the execution of detailed system level application support and issue resolution. 

• Formulates and defines system scope and objectives through research and fact-finding combined with an understanding of applicable systems and industry requirements. 

• Recommends system usage improvements to enhance departmental workflow and efficiency. 

• Includes analysis of business and user needs, documentation of requirements, and translation into proper systems requirement specifications. 

• Serve as a liaison between business groups and IT Development to clarify requirements, review recommendations and answer questions. 

• Identifies/documents how applications and systems interact to support business processes. 

• Verifies through testing that changes made by programmers to one part of the application do not impact other parts. Reports and reviews testing results. 

• Create training documents and facilitate user training on new systems and/or process implementations. 

• Participates in system upgrades as necessary (after hours) and performs production QA post upgrade. 

• Performs other related duties as assigned. 

• The incumbent may be responsible for duties or responsibilities that are not listed in this job description. Duties and responsibilities may change at any time with or without notice. 

  The pay rate for this position is $23.50 - $25.50 hourly.

Work Environment / Physical Demands:  This position is in a typical office / home office environment which requires prolonged sitting in front of a computer.  Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.