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Application Support Analyst
3 months ago
A retail services company is in a rapid growth phase and is seeking to recruit an Application Support Analyst to support the ongoing needs of their US business through its many varied brands
**Please note, this is a hybrid opportunity 3 days per week in their Glen Rock, NJ office**
Responsibilities:
The Application Support Analyst will
- Provide Tier 2 support of production applications
- Act as a subject matter expert of assigned applications for all internal business partners
- Managing incident escalations
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
- Learn appropriate software applications used and supported by the organization.
- Maintain application configuration including user security
- Monitor application health and performance
- Interface directly with software vendors and consultants for development and support
- Provide end user and technical training to business and inter-department personnel
- Create knowledge base documentation and training materials for End User Support
- Create technical documentation for internal department consumption
- Interpret, author and update technical and user documentation as needed
Qualifications:
- At least 1-2 years' experience
- Bachelor's degree in Computer Science or demonstrable work experience required
- Knowledge in any or all the following areas a requirement
- QSR / C-Store POS Systems (Micros or Oracle Simphony)
- Food Inventory Systems
- ERP Systems
- Prior business application technical support experience required
- Experience working on project teams
- Experience working with off-shore teams desirable
- Proven experience supporting mission critical IT applications
- Knowledge in the following areas
- Windows OS required
- Proficiency in Microsoft Office required
Soft Skills:
- Effective Communicator: You possess strong communication skills and have the ability to build and maintain a culture of trust and respect. You are able to interact effectively with both technical and non-technical users.
- Team Oriented: You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the Company and client. You commit time, focus, and energy to develop future leaders by motivating them around a common purpose and vision.
- Time Management: You are able to handle multiple projects at once, and can organize multiple projects around given deadlines. You prioritize and balance tasks across multiple IT applications and are highly organized, with a meticulous attention to detail.
- Self-motivated: You can work with a minimum amount of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner. You understand the tools and processes needed to meet larger strategic initiatives.
- Passionate: You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition.
- Analytical: You use logical reasoning and data to build conclusions, recommendations, and reporting. Excellent problem solving, analytical and troubleshooting skills.
Desired Skills:
- SQL / Python advantageous
