Application Support Analyst

at  HomeServe USA

COMPANY OVERVIEW:

HomeServe USA Corp. is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last four years. What do we do and what makes it so great? Well, we’re glad you asked!
We put people at the heart of everything we do. That’s priority number one for all of us. For the 5 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the nearly 3,000 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe USA Corp., everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

POSITION OVERVIEW:

The Application Support Analyst will be an integral part of the IT group and will work both independently and collaboratively with users across the organization. The scope of this position will be to provide ongoing support to internal clients on a variety of technical issues involving a wide range of web based and internal applications, file transmissions, and automated reports while working with other IT teams to facilitate completion of various issues.

Responsibilities:

• Identifies, prioritizes, documents, resolves, and communicates technical and operational issues related to internal, custom-built software applications as well as 3rd party services
• Works collaboratively with individuals across the organization to troubleshoot and resolve application issues
• Possess strong customer service orientation in order to maintain high client satisfaction through successful and timely resolution of technical and operational problems
• Estimates issue resolution times through both independent analysis as well as collaboration with other team members
• Improves the overall quality and completeness of existing application documentation and support procedures
• Experience with call center software, financial operations, accounting, legal or professional services industries, and object-oriented programming are a plus
• Participate in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness
• Actively seek and apply knowledge gained from colleagues and outside resources and share that knowledge with others
• Develop and maintain subject matter expertise for the team/department

JOB REQUIREMENTS:

• Bachelor’s degree in Computer Science or related field required
• Not required but highly desirable Finance or Accounting background
• Proficient technical knowledge of MS-Windows, MS Office, IE, relational database concepts and quality assurance
• Strong time management and organization skills as role requires ability to dig into and document details, shift with changing business needs, and adapt to new systems and ways of working
• Excellent problem-solving skills with the willingness to seek out multiple solutions to technical and operational problems and challenges
• A desire to increase knowledge and learn new skills and technologies quickly and efficiently
• Demonstrated track record of improving efficiency and quality of technical operations
• Excellent troubleshooting and quality assurance skills
• Excellent interpersonal and communication skills

• Identifies, prioritizes, documents, resolves, and communicates technical and operational issues related to internal, custom-built software applications as well as 3rd party services
• Works collaboratively with individuals across the organization to troubleshoot and resolve application issues
• Possess strong customer service orientation in order to maintain high client satisfaction through successful and timely resolution of technical and operational problems
• Estimates issue resolution times through both independent analysis as well as collaboration with other team members
• Improves the overall quality and completeness of existing application documentation and support procedures
• Experience with call center software, financial operations, accounting, legal or professional services industries, and object-oriented programming are a plus
• Participate in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness
• Actively seek and apply knowledge gained from colleagues and outside resources and share that knowledge with others
• Develop and maintain subject matter expertise for the team/departmen