Application Support Specialist x2

at  ADvTECH

The purpose of this role is to provide specific Applications support (2nd and 3rd level), for a particular application, both technical and human. Technical support relates to the maintenance of the app, software, and other organization technological systems. Human support relates to helping the end-user understand how to use the application or system and help solve any issues.
They oversee installing, updating, and maintaining their assigned application. They also troubleshoot concerns and respond to inquiries from application users. They are expected to be subject matter experts on matters related to the application and to ensure optimal up time and user experience are met on the ADvTECH platform they provide support to.

Application Support staff collect information from users and program prompts. They primarily collect data on program usage and common user concerns. This data will help Application Support Specialists identify trends in software usage and recommend solutions for software improvement. Responsible for providing reports and metrics to improve system availability and performance relating to overall systems health, thus providing a holistic management view with recommendations to alleviate or curb any current or prospective issues.

• Applications Implementation, Support & MaintenanceProvides business application support to users on escalations for relevant system/s
• Provides support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues as well as escalations from the service desk.
• Supports Brand Business Application Coordinators (BACs) to embed best practices on business processes and with the resolution of issues at campus level.
• Ensures maintenance of applications & systems architectural standards
• Ensures that calls are escalated, updated, and resolved within acceptable parameters.
• Works directly with the Application Support Team Lead and addresses all escalations timeously and accurately.
• Attends training sessions on all business processes and changes being implemented
• Participates in backups and disaster recovery plans to ensure business continuity in case of a system failure or outage.

• Applications Implementation, Support & MaintenanceProvides business application support to users on escalations for relevant system/s
• Provides support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues as well as escalations from the service desk.
• Supports Brand Business Application Coordinators (BACs) to embed best practices on business processes and with the resolution of issues at campus level.
• Ensures maintenance of applications & systems architectural standards
• Ensures that calls are escalated, updated, and resolved within acceptable parameters.
• Works directly with the Application Support Team Lead and addresses all escalations timeously and accurately.
• Attends training sessions on all business processes and changes being implemented
• Participates in backups and disaster recovery plans to ensure business continuity in case of a system failure or outage