Corporate Systems Support Analyst

POSITION SUMMARY

The Corporate Applications Support Analyst is skilled in the management and support of one or more applications and provides support services to business users. The Analyst is responsible for maintaining and monitoring the application(s) environment to maximize availability and performance, provide troubleshooting and corrective action to resolve business issues, and insures the usability and support for application enhancements and bug fixes. The Analyst will act as a Subject Matter Expert for application functionality, solutions, training, and documentation. Although the Analyst position is not a pure development role it will require the use of some development/programmer competencies to complete work efforts.

JOB FUNCTIONS AND KEY RESPONSIBILITIES:

• Maintain end-to-end understanding of functional aspects of application and associated business processes
• Provide functional and/or technical direction/assistance for assigned applications
• Monitor incoming service requests and incidents for assigned application(s)
• Investigate and diagnose service requests or incidents according to their priority/rank, and identify the resolution and/or issue
• Work directly with users to identify and resolve issues adversely impacting business processes
• Define technical solutions ensuring considerations for system stability, performance, and ongoing maintainability
• Identify solution alternatives to address issues raised throughout service request or incident lifecycle
• Utilize 3rd parties and vendor support as defined within existing support arrangements, and escalate additional (billable) support to appropriate IT management for approval
• Adheres to and champions the IT Governance programs (e.g. change management, communication, and release management)
• Complete high-level designs and associated estimates to meet defined requirements
• Monitor application backlog (service requests, incidents) and keep open items updated with current efforts
• Maintain documentation (run books, technical design, build, deployment, install guides) and process standards in area of responsibility along with regular audits to validate accuracy
• Develop documentation and provide training to users as appropriate
• Define potential improvement changes to resolve errors, prevent the recurrence of problems or improve system maintainability and stability for assigned applications
• Provide input to IT Project Management Office to support clear and concise requirements definitions
• Assist team members handling major incidents for assigned applications; identify the root cause and short or long-term solutions
• Prevent the replication of problems across multiple systems by sharing lessons learned and best practices with other team members and IT Management
• Develops customer relationships by making efforts to listen and understand the customer; anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
• Other duties as assigned.