Application Support Analyst Level - 3

  • location: Denver, CO
  • type: Contract
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job description

Application Support Analyst Level - 3

job summary:
POSITION SUMMARY

We are currently seeking an Application Support Analyst Level - 3. The Application Support Analyst is part of the IT Application Support Team for the delivery and operations of our clients business systems., and cross-functionally collaborates with teams to effectively configure, support, and maintain application availability, for both internal and external customers. The position will provide tier-2 technical application support across the enterprise and serves as an escalation point to tier-I customer service representatives (business) and in the field, as well as junior Application Support Analysts (or ASA1) internally.

ESSENTIAL FUNCTIONS

When new applications are implemented, work with the Project teams to ensure they can be supported and managed in an effective way by Application Support.

Document accurate history / details of incident, task, request, change and problem management cases as part of ITSM guidelines and principles within the Service Management organization.

Provide application support for internal / external customers including, but not limited to; business end-users, ATM's, Transportation Providers, 3rd Party Software Suppliers as required.

Maintain up-to-date knowledge of business application support techniques and methodologies including documentation that support issue resolution and detail root cause analysis to aid in prevention of recurring issues.

Understand the design, development and configuration of new and existing applications in relation to Business as Usual service delivery

Ability to analyze, diagnose and resolve complex system issues including system integration issues

Analyze technical documentation to understand associated interdependencies and make recommendations for service change/improvement

Liaise with other support teams within the organization and external organizations (e.g. third-party transportation and software vendors)

Provision of support across a varied application portfolio ensuring ISO 20000 / ITIL framework is followed.

Regularly evaluating the current state of the application via simulated field actions on mobile platforms.

Support internal software applications and provide clients with help via telephone, email and other electronic means.

Support for mobile operating systems as related to business applications.

Keep detailed records of the application's performance and shortcomings for senior-level staff to review and analyze.

Provide input to the development and implementing of support strategies in a manner that is most cost effective and beneficial to the company.

Ability to follow procedures and documentation in problem resolution.

Provide on-call technical support to application users, which may entail rotating holidays and some weekends.

Maintaining a helpful attitude; good interpersonal skills and the ability to work well with others.

POSITION QUALIFICATIONS

Competency Statement(s)

A proven record of analytical skills - Ability to use thinking and reasoning to trouble-shoot often allusive problems with mobile applications and data exchange.

Proven experience of supporting complex applications gained in a technical/support role backed up with strong IT experience

Good understanding of XML and ability to interpret error messages

General knowledge of IT architecture (Application, Databases, Web Services, Active Directory

Experience of VMware or other virtualization products.

Intermediate - expert knowledge of Structured Query Language (SQL).

Understands causes and fixes to common JAVA errors.

Excellent leadership skills to assist/mentor ASA-1 co-workers.

Communication, Oral - Ability to communicate effectively with others using the spoken word.

Communication, Written - Ability to communicate in writing clearly and concisely.

Client Oriented - Ability to take care of the client's needs while following company procedures.

Decision Making - Ability to make critical decisions while following company procedures.

Interpersonal - Ability to get along well with a variety of personalities and individuals.

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Relationship Building - Ability to work with cross-functional teams.

Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Strong Organization skills and attention to detail.

The ability to work multiple issues simultaneously.

Education

Bachelor's degree plus experience, or an equivalent combination of education and experience.

Experience

2-3 years of software support and/or coding experience.

Experience working in a dynamic environment with changing priorities

Ability to thrive in a multi-tasking setting

 
location: Denver, Colorado
job type: Contract
work hours: 8am to 5pm
education: No Degree Required
 
responsibilities:
POSITION SUMMARY

We are currently seeking an Application Support Analyst Level - 3. The Application Support Analyst is part of the IT Application Support Team for the delivery and operations of our clients business systems., and cross-functionally collaborates with teams to effectively configure, support, and maintain application availability, for both internal and external customers. The position will provide tier-2 technical application support across the enterprise and serves as an escalation point to tier-I customer service representatives (business) and in the field, as well as junior Application Support Analysts (or ASA1) internally.

ESSENTIAL FUNCTIONS

 
qualifications:
Experience

2-3 years of software support and/or coding experience.

Experience working in a dynamic environment with changing priorities

Ability to thrive in a multi-tasking setting

 
skills: Competency Statement(s)

A proven record of analytical skills - Ability to use thinking and reasoning to trouble-shoot often allusive problems with mobile applications and data exchange.

Proven experience of supporting complex applications gained in a technical/support role backed up with strong IT experience

Good understanding of XML and ability to interpret error messages

General knowledge of IT architecture (Application, Databases, Web Services, Active Directory

Experience of VMware or other virtualization products.

Intermediate - expert knowledge of Structured Query Language (SQL).

Understands causes and fixes to common JAVA errors.

Excellent leadership skills to assist/mentor ASA-1 co-workers.

Communication, Oral - Ability to communicate effectively with others using the spoken word.

Communication, Written - Ability to communicate in writing clearly and concisely.

Client Oriented - Ability to take care of the client's needs while following company procedures.

Decision Making - Ability to make critical decisions while following company procedures.

Interpersonal - Ability to get along well with a variety of personalities and individuals.

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Relationship Building - Ability to work with cross-functional teams.

Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Strong Organization skills and attention to detail.

The ability to work multiple issues simultaneously.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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