The Application Support Analyst will deliver Five-Star Service by applying proven analytical and problem-solving skills to identify, communicate, and resolve issues to minimize disruption of services.  The Application Support Analyst is responsible for enterprise application support activities including maintenance, administration, and root cause analysis. In addition, they will work closely with the Service Desk and Network Operations Center to provide third tier operational support and to ensure timely and efficient resolution of application-related incidents and service requests. The Application Support Analyst will also support the process of planning enterprise application changes and will test, implement, and monitor required changes in line with agreed change plans.Essential Duties and Responsibilities: As the gatekeepers of the Production Environment Application Support Analysts are responsible for ensuring the Change Management guidelines/policies are adhered to for all systems deployed to Production utilizing foresight to anticipate and address potential issues before they become issues.Provide high level application and technical support to customers, partners and internal resources including 24×7, high-availability, systems.Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain enterprise applications, and to investigate and resolve application-related incidents.Fully document applications and related business systems including but not limited to architecture diagrams, system configuration, environment setup, troubleshooting and all specific information related to ongoing support and maintenance of the systems.Follows up with various IT teams to ensure issues are resolved efficiently and accurately.Provide onsite and remote technical assistance to end user requests logged via the ticketing portal, documenting troubleshooting steps and resolution.Communicates directly with internal customers via phone, email or in-person to better understand the issue. Adheres to policies to record, track progress and escalate application issues. Maintain applications support technical documentation.Operations are 7x24X365, requiring flexible schedules. On-call availability, on a rotational basis, is a requirement of this role.Share knowledge and expertise with others and support team members as required.Provide timely communication to users on the status of their service requests and incidents.Ability to participate in multiple projects simultaneously while adhering to tight schedules.Contribute to and maintain a knowledge base of previous support issues.Responsible for managing individual and team ticket queues to ensure SLA’s and KPI objectives are met.May perform other additional duties and responsibilities as assigned.
