Application Support Analyst IV
Mantek Solutions
Application Support Analyst IV
1 Year Contract - Remote
Position Summary
The Application Support Analyst IV provides technical support for proprietary and custom applications used by business and office users. This role is responsible for troubleshooting production issues, performing root-cause analysis, supporting application maintenance and upgrades, developing data extractions and reports, and helping ensure continued application availability and performance.
Key Responsibilities
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Provide technical application support to production applications, systems, and business teams.
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Investigate incidents, interruptions, and application bugs; triage issues, identify root causes, and implement solutions or workarounds.
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Develop data extractions, reports, and analyses using databases, report writers, data marts, or specialized applications.
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Track production issues and report on application uptime and efficiency.
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Provide support during application maintenance and upgrade events.
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Maintain scheduled jobs, troubleshoot processes, and resolve issues.
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Monitor production system performance metrics, identify technical issues, and recommend solutions.
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Document production applications, resolve application issues, and respond to user requests.
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Provide training to new employees and support junior team members.
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Support complex, multi-module, custom applications.
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Participate in periodic meetings and assist with production application planning and strategies.
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Provide two-tier application support and assistance to end users.
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Provide rotating on-call support for 24x7 operations, including off-hours and weekends.
Required Qualifications
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Bachelor's degree.
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8+ years of related experience in an application or production support role.
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Experience providing two-tier application support and resolving production issues.
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Experience troubleshooting and performing root-cause analysis.
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Extensive hands-on experience with SQL and understanding of database principles.
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Working knowledge of UNIX and networking.
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Experience with Java-based applications.
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Knowledge of operating systems, middleware, databases, and web servers.
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Experience with Incident, Change, and Problem Management.
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Experience with ITSM tools such as ServiceNow, Remedy, or other ticketing tools.
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Must be willing to participate in a rotating 24x7 on-call schedule, including off-hours and weekends.
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Experience supporting complex, multi-module, custom applications.
Preferred / Desirable
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ITIL Foundation Certification preferred.
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Command Center experience or experience managing major incident events desirable.
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