Business Application Support Analyst

2 weeks ago


Alexandria, Virginia, United States KeenLogic Full time
Job Overview

KeenLogic is seeking a skilled and proactive Service Management Analyst who thrives in a dynamic, consultative, and collaborative team atmosphere. This role is designed for individuals who excel in providing support and solutions for business applications.

Role Responsibilities:

The successful candidate will:

  • Evaluate client business applications and data to identify, rectify, and report issues to the relevant personnel.
  • Engage with team members and contractors, demonstrating exceptional customer service skills while maintaining professionalism and diplomacy.
  • Coordinate with vendors for escalated Tier III support issues.
  • Utilize help desk systems to log customer-reported problems and service requests efficiently.
  • Diagnose and troubleshoot routine and recurring issues with client business applications.
  • Gain proficiency in custom business applications to assist users and clients with training and problem resolution.
  • Support clients in resolving intricate technical challenges related to their accounts and applications.
  • Document, track, and follow up on client inquiries to ensure resolution through the ticketing system.
Qualifications:

The ideal candidate will possess:

  • A Bachelor's degree and a minimum of 2 years of experience in IT.
Essential Skills:
  • At least 2 years of experience in providing support for business applications, including analysis, diagnosis, remediation, and testing.
  • Proficiency in standard Windows OS and MS Office applications.
  • A background in customer service for a minimum of 2 years.
  • Familiarity with ITIL Service Management principles.
  • Experience in asset management for at least 2 years.
Preferred Skills:
  • Experience in training users on business applications.
  • Strong troubleshooting capabilities.
  • Experience with User Acceptance Testing.
Key Responsibilities:
  • Assist the team in managing help desk calls and emails, providing support to team members as necessary.
  • Act as a liaison between clients and support teams to resolve issues effectively.
  • Communicate concerns and issues with team leads and other support groups.
  • Basic understanding of IT infrastructures, applications, and databases.
  • Flexibility to adjust work schedules to meet business needs.
  • Provide Tier I/II support for custom business applications, including diagnosis, remediation, and performance tuning.
  • Document tickets with detailed information for handoff to Tier III teams.
  • Assist with help desk support for various office automation and telecommunications systems.
  • Set up new user accounts with enterprise email.
  • Contribute to the knowledge base by suggesting articles to enhance help desk efficiency.
  • Participate in Problem Management for recurring issues and communicate effectively with customers.
  • Coordinate reported outages with supervisors to ensure timely notifications and actions.
  • Utilize advanced troubleshooting techniques with remote assistance tools.

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