Application Support Analyst

at  AGas Americas

WHO WE ARE?

A-Gas is the global expert in the supply and full life-cycle management of specialty chemicals and gases, providing refrigerants, blowing agents, fire protection agents, and carbon credit offsets to our customers around the world. With industry-leading recovery, reclamation, and gas processing technologies, A-Gas continues to lead the industry in developing cutting-edge solutions designed to protect the environment through the reduction of global warming gases being released into the atmosphere. For more information on A-Gas, and our environmental journey, please go to www.agas.com/us.

WHAT WILL YOU DO?

The Application Support Analyst will interface for technical user requests, receive incoming issue reports, document details, research probable causes, and support solutions. Keeping an open line of communication and updates between the requester and solution provider, ensuring adequate testing is performed and users’ needs are met before considered an issue is resolved. This role will manage the tracking system of application-reported errors, document summaries of perceived patterns, and report patterns to the development team so long-term solutions can be implemented. Executing advised workarounds as instructed, to ensure routine operations continue to run smoothly in the interim between issue detection and achieved resolution.

KEY RESPONSIBILITIES

• Liaises with customers and representatives to clarify detailed requirements for application-related content.
• Identifies and resolves issues with applications. Uses application management software and tools to collect agreed performance statistics. Carries out agreed application maintenance tasks.
• Investigates problems in systems, processes, and services. Assists with the implementation of agreed remedies and preventative measures.
• Following agreed procedures, identifies, registers, and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
• Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to the creation of support documentation.
• Applies standard techniques and tools to carry out analysis and performance monitoring activities for specified products. Supports problem resolution, resolves issues, and acts on feedback and usage of in-life products. Creates product collateral and monitors results and feedback from product campaigns.
• Assists in the Development of appropriate physical database or data warehouse design elements, within set policies, and under developer guidance, to meet business change or development project data requirements. Interprets installation standards to meet project needs and produces database or data warehouse component specifications.
• Assists in preparations for evaluation of systems, products, or services, and in the operation of the environment, facilities tools needed for effective evaluations. Assists in the collection of feedback on prototypes and designs from users and others. Maintains the environment.Other assigned duties as assigned