Application Support Analyst

Advantage Tech is looking for a Application Support Analyst/Business Analyst for our Overland Park, KS Client. You will be part of the Business Process Management Team.
 

Responsibilities: Ensure Department fulfills business objectives efficiently and effectively by providing support to the internal end users.

  • Analyze business processes with users to determine software functionality and determine enhancements needed.
  • Create or modify processes by designing, testing and implementing software changes to meet business need.
  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
  • Field incoming problem tickets, emails and phone calls from internal end users to resolve application and software issues.
  • Troubleshoot issues to ensure user errors, data errors, requirement errors and software errors are clearly identified, recorded and tracked by reproducing application behaviors and/or identifying root causes.
  • Monitor application error logs to proactively identify and resolve issues that impact the application and/or end users.
  • Facilitate understanding of the application issues and ensure that end users are kept apprised of issue status.
  • Communicate application problems and issues to key stakeholders, including management, development teams, administrators and end users.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
  • Coordinate with department heads to assess departmental application training needs and objectives.
  • Participate in the design, development, and delivery of software applications training programs and individual classes.
  • Create and provide job aids and training guides to facilitate effective use of the application.
  • Oversee the firm’s Disaster Recovery Policies and Procedures.
  • Conduct yearly tabletop test of Disaster Recovery Plan.
  • Create and provide job aids and training guides to facilitate effective use of the application.
  • Perform other duties as assigned

Credentials/Experience:

  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Basic Knowledge of Agile Development.
  • Broad knowledge of programming languages and techniques, including SQL Server. Able to design, develop and interpret technical documentation for training and end user procedures.

Essential Functions:

  • Maintain regular and reliable attendance and punctuality
  • Work cooperatively and interact professionally with others
  • Develop and maintain constructive and cooperative working relationships with others
  • The ability to translate business terminology to IT terminology and vice versa.
  • Perform quality work within deadlines with or without direct supervision
  • Work in an office environment, seated for long periods of time, in front of a computer, while typing documents, responding to emails, managing calendars and answering phones
  • Independently make decisions
  • Listen and understand questions posed by others
  • Highly self-motivated and directed
  • Ability to absorb new ideas and concepts quickly
  • Good analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Write and speak clearly and concisely
  • Maintain confidentiality
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