Technical Support Analyst for Applications

2 weeks ago

Marquand, Missouri, United States Brooksource Full time

Position Overview:

Brooksource is seeking a dedicated Software Application Support Specialist to enhance our client's internal-facing application used by technicians nationwide. This role is crucial for ensuring the application's effectiveness and reliability.

Key Responsibilities:

Configuration Management:

  • Administer and implement configuration adjustments to software systems in alignment with business needs.
  • Ensure that system configurations comply with organizational standards and change management protocols.

Escalation Support:

  • Serve as a primary contact for complex issues escalated from the helpdesk team.
  • Deliver advanced technical assistance to resolve high-priority issues promptly.
  • Submit requests for configuration or development changes as required to address escalated matters.

Requirements Analysis:

  • Engage with stakeholders and product teams to collect and assess requirements for configuration modifications.

User Acceptance Testing (UAT):

  • Design UAT plans, scenarios, and scripts to ensure that system solutions fulfill business requirements.
  • Collaborate with systems analysts and project teams to comprehend business needs and functionalities.

Testing and Quality Assurance:

  • Execute User Acceptance Testing and document outcomes.
  • Identify and record defects, inconsistencies, and errors in software functions and outputs.
  • Work alongside development teams to address any issues identified during the UAT phase.
  • Verify that all tested solutions are dependable, fully operational, and user-friendly.
  • Assist in confirming that modifications do not introduce unintended consequences.

Stakeholder Collaboration:

  • Facilitate UAT sessions with end-users and stakeholders to ensure the software aligns with their expectations.
  • Collect user feedback to influence system improvements and enhancements.

Documentation and Reporting:

  • Maintain comprehensive records of testing processes, anomalies, and resolutions.
  • Prepare and present reports summarizing testing results and effectiveness.
  • Collaborate with IT teams and business stakeholders throughout the testing lifecycle.
  • Communicate testing progress, results, and relevant information to project stakeholders.

Qualifications:

  • Demonstrated experience in User Acceptance Testing or Application Support.
  • Strong grasp of software development, system configuration, administration, and quality assurance principles.
  • Experience in managing escalations and providing technical support.
  • Familiarity with requirements gathering and analysis for IT initiatives.
  • Exceptional problem-solving and analytical capabilities.
  • Strong communication and teamwork skills.
  • Ability to juggle multiple tasks and projects in a dynamic environment.
  • Excellent prioritization and interpersonal skills to manage competing demands.

Educational Background:

  • A Bachelor’s degree in Computer Science or a related field, or equivalent experience.
  • Experience with Agile methodologies and the software development lifecycle.

Brooksource is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty, or status as a covered veteran in accordance with applicable laws.

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