EDUCATION & CERTIFICATIONS

Required:

• Bachelor’s degree in Information Technology, Business, or related field
• 3+ years’ experience in providing application support and/or management

Experience and Competencies

• Knowledge and understanding of issue resolution lifecycles and associated documentation
• Knowledge and understanding of software troubleshooting and technical quality assurance
• Knowledge and proficiency with the full Microsoft suite of products, including but not limited to: Excel, Word, PowerPoint, Teams, SharePoint, and Project
• Strong communication skills and business acumen
• Strong ability to effectively translate issues and findings to users of all skillsets
• Strong organizational skills with the ability to manage priorities, time, and process workflows
• Versatility, flexibility, and a willingness to work in an ever-changing and face paced environment
• Excellent understanding of the association’s goals and objective

The Senior Application Support Analyst for IAAPA will be responsible for providing excellence in application and solution support. This position will be responsible for assisting with the association’s application portfolio and identifying areas for process efficiencies, issue resolution, and effective system consolidation. They will serve as the primary support resource and subject matter expert for all application systems in use with IAAPA. The Senior Application Support Analyst will ensure association’s system catalog consistently aligns with IAAPA’s strategic goals and objectives.

Daily Responsibilities:

• Provide all levels of application support, administration, and analysis association-wide and for all systems
• Provide expertise and recommendations on application best practices and document accordingly
• Serve as the Subject Matter Expert as it relates to the logic, configuration, and functionality for the suite of applications; ensuring regional specificities are considered
• Including, but not limited to Fonteva, the Association Management System (AMS)
• Design, implement, and maintain customized workflows
• Review and implement validation rules
• Design, implement, and maintain email notification triggers
• Identify areas of opportunity within existing systems that support all teams geographically; including but not limited to system deficiencies and undeployed features or capabilities
• Identify areas of possible redundancy and integration opportunities to streamline current processes
• Maintain, propose, update, and implement application processes for enhancements and/or automation capabilities
• Help to minimize system and service interruptions for the association
• Manage full issue resolution life cycle: from source identification through root cause analysis, lessons learned, and comprehensive follow-ups with stakeholders
• Manage user access and permissions across the application portfolio, including roles and permission sets to ensure full security compliance
• Periodically assess systems, upgrades, and additional functionality in order to make recommendations to best meet the needs of the business
• Research and perform due diligence on alternative or other products and solutions that may provide teams with more robust tools or enhancements
• Work closely with team members and leadership on application troubleshooting and issue resolution
• Continue application quality improvements and proposed policy and/or procedure revisions
• Identify application or system gaps or risks with proposed solution alternatives
• Co-Lead the onboarding and inclusion of new systems, data, and integrations
• Co-Lead data integrity checks and discrepancies
• Lead, create, approve, and maintain the creation of thorough end-user documentation and user guides for association-wide systems, in addition to administrative and IT manuals
• Assist when necessary with providing and conducting system trainings for new users as well as in a refresh capacity for global teams
• Work closely with external partners/vendors to help ensure applications continue to meet business goals and requirements
• Ability to work in office at Headquarters in Orlando, Florida

Experience and Competencies

• Knowledge and understanding of issue resolution lifecycles and associated documentation
• Knowledge and understanding of software troubleshooting and technical quality assurance
• Knowledge and proficiency with the full Microsoft suite of products, including but not limited to: Excel, Word, PowerPoint, Teams, SharePoint, and Project
• Strong communication skills and business acumen
• Strong ability to effectively translate issues and findings to users of all skillsets
• Strong organizational skills with the ability to manage priorities, time, and process workflows
• Versatility, flexibility, and a willingness to work in an ever-changing and face paced environment
• Excellent understanding of the association’s goals and objectives