Applications Support Analyst

Applications Support Analyst

The Applications Support Analyst is a Tier-1 support analyst and will manage user needs and inquiries. The role will be the first point of contact for all Accounting applications related issues. The management of intake queue and users' expectations will be the primary focus for this role. In addition to facilitating and resolving a wide variety of access requests, user inquiries and application administration issues, the role will also be responsible for assigning and tracking the status of those requests, as well as escalating to Applications and Program Analysts (Tier-2 and 3 support) for further investigation. The Applications Support Analyst will work independently, as part of a team, to deliver outstanding service and support.

Duties and Responsibilities

• Provide Tier-1 production support for systems of responsibility: log and track issues to resolution; perform analysis of issues to either resolve or escalate to Tier-2 or 3 support; identify workarounds where necessary, communicate & coordinate with vendor support teams and internal IT staff
• Perform new user setup, including creating user accounts and configuring appropriate security permissions and access levels; also includes modifying existing users based on role changes, user deactivation and terminations
• Document and maintain user request and incident records in IT Service Management System
• Maintain ownership of user inquiries and requests through resolution, owning the relationship with the user
• Assist users with service requests, such as data uploads and simple data queries
• Answer an array of specific "How-To" questions and basic configuration and troubleshooting of applications specific to the supported Accounting Systems Portfolio
• Resolve inquiries efficiently and effectively with a constant focus on service excellence
• Develop and run simple SQL statements to extract data from the database to help troubleshoot issues
• Research issues involving application integration points, data integrity, connectivity failures and application or system crashes
• Perform daily and monthly system maintenance activities
• Escalate issues, as necessary, to Tier-2 and 3 support team members within the Accounting Systems team
• Provide critical KPIs and metrics for management reporting
• Contribute to efficiency by suggesting changes that can make the department more efficient while maintaining excellent customer service
• Assist with projects as needed
• Perform other duties as required

Requirements

• Bachelor's of Science degree in IT or related field or a minimum of 2 years of work experience in Service Desk Tier-1 Support, Applications Support or Accounting Systems Support
• Strong skills with desktops, laptops, tablets, networks, printers, scanners, and other user based technologies
• Excellent analysis and problem solving skills
• Able to manage ticket queues of requests and incidents
• Experience with remote support technologies