Application Support Analyst

2 weeks ago

Boston, United States Compunnel Inc. Full time

Job Summary:

The Application Analyst will perform system analysis, application administration, and application support activities for the Client's application, a transit scheduling and operations management application.


Client's Application is a specialized application utilized for transit operations management. The application consists of an integrated suite of modules used for various functions across transit operations, including service planning & analysis, scheduling, employee work & vacation selection, workforce management, day-of-operation management, and timekeeping for bus, light rail, and heavy rail operations.



Roles and Responsibilities:

  • Perform system analysis activities for the full SDLC of the application scheduling and operations management application, including requirements gathering, solution design, development, testing, implementation, and ongoing application support.
  • Assist with developing detailed specifications for system modifications or enhancements, documenting functional and technical requirements.
  • Configure application functional components, perform the definition of foundational data elements, and ensure proper version control of data elements.
  • Develop and maintain technical support documentation, including troubleshooting procedures, runbooks, and system configuration guides.
  • Provide 2nd level support for application issues, including issues with application functionality, environment configuration, and / or system integrations.
  • Respond to and resolve, or escalate, application issues raised by end-users and / or system alerts, performing detailed documentation of troubleshooting steps and / or issue resolution.
  • Escalate issues to internal IT teams (Server, Network, Database, etc.) and / or software vendor, as needed.
  • Perform user access provisioning, including new user account establishment and access permission updates.
  • Perform environment configuration and maintenance, including release installations, release promotions, and database refreshes.
  • Schedule, monitor, and troubleshoot issues with batch processes.
  • Perform ad-hoc data queries and generate ad-hoc reports.
  • Provide content knowledge and clarifications to QA team regarding designed behaviour of application to facilitate the creation of test scripts.
  • Handle sensitive and confidential information in an appropriate manner.
  • Respond to each inquiry, whether from a customer, vendor, or co-worker, in a courteous and professional manner
  • Participate in the on-call support rotation, responding to emergencies on a twenty-four (24) hour, seven (7) day per week basis while on-call.
  • Work any and all shifts and / or locations as assigned or directed, including occasional night and / or weekend work.
  • Perform related duties and projects as assigned

Requirements :

  • The work environment will be mostly a hybrid approach, with a combination of one (1) to two (2) days on- site and remote work.
  • Work during communicated peak periods and not to exceed 40 hours in a week. During peak periods, work assignments may have varied start / end times, and may include weekends.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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