The Applications Support Analyst provides systems analysis to ensure the needs of the user are met. Serves as a liaison between systems personnel and end users, such as a client or business unit. Being an Applications Support Analyst may require a bachelor’s degree in area of specialty. May assist in system implementation or training. In addition, Applications Support Analyst typically reports to a manager or head of a unit/department. Working as an Applications Support Analyst typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work.
Application Support Analyst Job Description Template
Our company is looking for a Application Support Analyst to join our team.
Responsibilities:
- Remain current with industry technology and trends;
- Other duties as assigned;
- Perform escalated analysis, troubleshooting, testing, and documentation for multiple supported applications;
- Provide Tier 2 problem resolution and consulting to end users;
- Provide guidance and support for collaboration tools such as online meetings and remote conferencing tools;
- Assisting project managers on implementation projects and customer projects where needed;
- Manage an individual open case queue, while being assigned new cases on a daily basis;
- Maintain in-depth knowledge of Q2 Solution usage to answer how to questions and provide step-by-step instructions to customers;
- Participate in rotating 24×7 on call support coverage for all issues;
- Working with eHana’s product team to spec and implement features intended to resolve recurring customer issues;
- Use available tools, procedures, instructions, and documents to resolve technical problems;
- Provide first-line telephone technical support for the Q2 Solution;
- EHR security protocols, data imports, and otherwise configure system for customer use;
- Develop and maintain effective relationships with customers;
- Permanent legal right to work in the US required.
Requirements:
- Bachelor’s degree;
- Must have experience creating solutions with PowerApps, Flow, OneDrive and SharePoint online;
- Strong oral and written communication skills;
- Must have experience with Office 365 and/or SharePoint online implementation, administration, governance, and support;
- At least 8 years of information technology experience;
- Working knowledge of Intapp, Carpe Diem, Salesforce or other professional services platforms preferred;
- PHP;
- Any related technology certifications are a plus. Examples are MCSA, CompTIA’s Network+ or Server+;
- Supporting a Windows/LINUX environment;
- Demonstrated attention to detail and systematic approach to task performance;
- Ability to manage multiple projects at the same time;
- At least 5 years’ of experience in an enterprise level environment (legal environment preferred);
- Ability to work with varying seniority levels, including staff, managers, and external partners;
- A high degree of self-motivation, commitment, and integrity;
- Ability to prioritize daily tasks in a highly effective manner.