The Application Support Analyst duties includes the following:

 

Production Support
•    Incident Management & Troubleshooting: Identifying, researching, and resolving application issues, often performing SQL queries or analyzing logs to determine root causes.  
•    Resolve queries logged by business users in a timely and efficient manner
•    Ticket Management: Managing the support ticket queue, prioritizing issues based on urgency, and ensuring SLAs are met.
•    User Support: Providing technical assistance to internal/external users, responding to queries via phone, email, or tickets.
•    Documentation: Creating and maintaining technical documentation, user guides, and knowledge base articles.
•    Collaboration: Working with development teams to test new features (UAT) and promoting software releases to production.
•    Lead by example through demonstration of high performance in the areas of customer service, collaboration, teamwork, reliability, efficiency, and execution
•    Strong customer service skills and an ability to interact at all levels of the organization (customers, technical teams, and Executives)
•    Analyze all vendor applications and provide operational support to same and perform reviews
•    Troubleshoot minor and major system problems in a timely manner and escalate when necessary
•    Troubleshoot errors and application issues via periodic testing, service desk tickets, and other methods
•    Work with software vendors to have application issues fixed, both short term and long term (root cause)
•    Standby and after-hour support as required

 

Testing
•    Support overall QA activities such as development of Test Approach, Test Cases, and automated test execution as needed
•    Identifying products to be assessed in the software review process
•    Defining the appropriate test to be carried out including the test data to be used
•    Running diagnostic and system testing and presenting the information to the relevant stakeholders
•    Identifying and eliminating redundant functions and components
•    Improving knowledge of IT Platform business applications and user needs and expectations
•    Negotiate quality criteria with customers and clarify use cases in test production
•    Document test results and evaluate results to determine defects
•    Perform system testing for new product execution and system production changes
•    Understanding and implementing industry standards and protocols.

 

Agile Team Responsibilities
•    Participate in team ceremonies (Daily Standup, Iteration Planning, PI Planning, etc.)