The Applications Support Analyst provides systems analysis to ensure the needs of the user are met. Serves as a liaison between systems personnel and end users, such as a client or business unit. Being an Applications Support Analyst may require a bachelor’s degree in area of specialty. May assist in system implementation or training. In addition, Applications Support Analyst typically reports to a manager or head of a unit/department. Working as an Applications Support Analyst typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work.
Application Support Analyst Job Description Template
Our company is looking for a Application Support Analyst to join our team.
Responsibilities:
- Take ownership for the testing of new and existing applications and websites;
- Record, manage and analyse key information across various IT ticket systems;
- Work with outside agencies and our in-house teams to resolve issues across the digitalisation projects;
- Be an ambassador for Technology within the company;
- Verification of live issues against application specifications;
- Act as the glue between the Technicians and Developers analysing and identifying areas of user training;
- Investigate, analyse and resolve business application issues;
- Analyse and troubleshoot issues raised to the support help desk by users of the system;
- Work with internal customer to define clear business requirements;
- Training on IT systems and specific applications so to be able deliver customer support to queries;
- Taking & recording customer queries onto the support database;
- Contribute to the development of the organization’s knowledge in the firm’s ticket system;
- Analyse business processes; identify alternative solutions and recommend new approaches;
- Facilitating people to self-serve, by considering their requirements and how best to provide access to knowledge;
- Build strong relationships with Business Analysts, Software Developers and business stakeholders.
Requirements:
- Knowledge of software testing and able to create test plans;
- CIPP certification is advantageous;
- Able to work in a fast paced environment;
- Strong understanding of ITIL;
- Knowledge of business process modelling is highly desirable;
- Excellent communication, spelling and grammar;
- Ideally a Computer science degree or equivalent IT qualification;
- Some experience in C# / HTML would be beneficial;
- Varied experience as an application support analyst;
- Good understanding of SQL is ideal as the role will involve interrogation or reporting of data stored in databases;
- Ability to work under tight time constraints;
- Outstanding customer service skills;
- Scripting experience (SQL / XML or similar) would be beneficial;
- Knowledge of software delivery and support processes;
- Good technical understanding of Microsoft Office products.