Application Analyst

at  Do it Best Corp

APPLICATION ANALYST

Level: Salaried
Division/Department: Information Technology | Tech Engagement
Reports to: IT Business Analysis Team Manager
Travel: Occasional, but varies based on assigned projects or duties, conferences, training, etc.
Do you like being on a team and engaging with end users to quickly solve technical issues with IT applications and services? Do you enjoy working in a time-sensitive environment, finding solutions and delighting end users?

The Application Analyst (App Analyst) serves on a customer-centric second-level IT support team, responsible for analyzing and resolving application support tickets escalated from first-level support teams and Operations for Web and database applications. It is also responsible for working with IT development teams to ensure the company’s applications are developed, tested and performing as expected.
The App Analyst works in a collaborative team environment with other App Analysts, and as part of a larger team including IT Business Analysts. They work both independently and in pairs or small teams, depending on the nature of the issue or activity. They also work through first-level support teams or directly with end users.
Professional growth opportunities are available for individuals to earn promotions by excelling in the role and demonstrating leadership skills.

Responsibilities:

• Serve as an IT ambassador and build trust with business partners and end users
• Triage escalated support calls to diagnose the problem
• Coordinate across IT departments to formulate technical solutions and opportunities for improvement
• Communicate with users and interested stakeholders on issue progress
• Document updates in call tracking software
• Research code and applications the utilize the following technologies: ASP.NET, VB6, VB.NET, C#, HTML, IIS, JavaScript, jQuery, SSIS, SSRS, MS SQL, Access, Excel, SharePoint, Google Workplace, FTP, internet browsers, TCP/IP, Kafka, cloud technologies (Azure, AWS, GCP)
• Prioritize and resolve tickets in a timely manner meeting established service level agreements
• Provide after-hours support through on-call, rotational assignment and assist with emergent escalation as needed
• Serve on response teams for High Response Events requiring immediate attention to restore business critical operations
• Promote a team environment by assisting other team members with active issues
• Partner with development teams and IT Business Analysts to deliver successful applications
• Serve as part of the testing team for product development teams and individual projects
• Work with development staff on programming standards and effective information for application support
• Develop small or extra small projects, as prioritized and approved
• Author Knowledge Base content for users to self-solve issues
• Support monthly reviews of support tickets and related projects to drive improvements with business leaders
• Support a culture of teamwork, collaboration and proficiency within the team
• Support conflict management and change management
• Practice servant leadership