Software Application Support Analyst

2 weeks ago

Dallas, Texas, United States AmTrust Financial Full time


Software Application Support Analyst

Job Locations

US-TX-Dallas

Requisition ID

Category

Information Technology

Position Type

Regular Full-Time

Overview

Under the supervision of the Director of End User Support, the Software Application Support Analyst will ensure the effective operation of software systems by delivering technical assistance to users and contributing to the overall success of our technological solutions. In this role, you will be instrumental in the continuous support of all business applications utilized by AmTrust.

Responsibilities
  • Deliver prompt and effective technical assistance to end-users encountering challenges with our software systems.
  • Engage with users to collect comprehensive details regarding issues and aid in resolving their concerns.
  • Utilize ServiceNow to document and monitor support requests, ensuring precise records of issues and their resolutions.
  • Oversee application performance, detect patterns, and proactively tackle potential problems to avert service interruptions.
  • Manage and support proprietary software applications essential for business operations.
  • Develop and maintain knowledge base articles, FAQs, and user manuals to empower users with self-service resources.
  • Guarantee that all applications are operating correctly and are updated with the latest security enhancements.
  • Provide assistance to end-users.
  • Collaborate with IT teams and vendors to sustain and upgrade hardware and software systems.
  • Work with various departments within the organization to comprehend their needs and requirements.
  • Facilitate communication among developers, IT teams, vendors, end-users, and other stakeholders.
  • Offer training to end-users and other personnel as necessary.
  • Conduct system evaluations of application software to identify and recommend solutions for issues.
Qualifications

Minimum qualifications:

  • At least 2 years of experience as a Desktop Support Technician I.
  • Associate or bachelor’s degree in an accredited information technology program (majoring in Computer Science, Information Technology, or a related IT field) or equivalent professional experience.

Desired certifications:

  • One or more certifications such as A+, Network+, Microsoft certifications, Cisco, MCDST, MCSE, or MCP preferred.

Knowledge, Skills, and Abilities:

  • Comprehensive understanding of IT best practices, technical support, industry trends, and customer service methodologies.
  • Advanced troubleshooting skills to efficiently resolve issues.
  • Strong attention to detail and organizational skills are essential.
  • Ability to quickly and thoroughly learn new technologies.
  • Experience with the ServiceNow platform.
  • Familiarity with ITIL processes.
  • Strong interpersonal and analytical abilities.
  • Excellent verbal and written communication skills.
  • Highly self-motivated, disciplined, and a cooperative team player with the ability to work independently.
  • Capability to positively respond to feedback and implement changes in processes and procedures as necessary.
  • Ability to manage multiple tasks and prioritize effectively in a dynamic environment to meet deadlines.
  • Exceptional written and verbal communication skills, with the ability to simplify complex technical concepts for business audiences.
  • Self-disciplined, able to work autonomously with minimal oversight, and is accountable and dependable.

#LI-NS1

#LI-HYBRID

This job description aims to provide a general overview of the job requirements and does not encompass a comprehensive listing of all activities, duties, or responsibilities that may be required in this position. AmTrust reserves the right to modify this job description at any time.

What We Offer

AmTrust Financial Services provides a competitive compensation package along with excellent career advancement opportunities. Our benefits include Medical & Dental Plans, Life Insurance, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, and Paid Time Off.

AmTrust is committed to fostering a diverse and inclusive culture where the thoughts and ideas of all employees are valued and respected. This commitment encompasses, but is not limited to, human differences related to race, ethnicity, gender, sexual orientation, culture, religion, or disabilities.

Connect With Us

If you are not ready to apply, connect with us for general consideration.

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