Application Support Analyst I

Acumen Fiscal Agent • Mesa, AZ

6h

About The Position

The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users. As a member of the DCI Software Application Support team, this individual will spend their time fulfilling service requests and identifying and coordinating incidents through resolution. The ASA-I coordinates customer communications.

Requirements

• 3+ years of work experience in Application/Software Support in SAAS environment
• Advanced written and verbal communication skills
• Strong mathematical, problem solving and analytical skills
• Experience with ticketing systems Zendesk and JIRA
• Communicate effectively in group or individual situations in order to clarify needs and instructions
• Communicate professional and respectfully with internal/external clients and co-workers
• Read and interpret written information and procedural documentation
• Communicate effectively verbally and in writing using accurate grammatical form
• Maintain confidentiality
• Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
• Demonstrates excellence in work standards, is tenacious in completing tasks
• Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
• Works well with other team members and departments
• Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
• Requests support from team with ample time to accommodate the support request in order to meet deadlines
• Ensures effectiveness in processes to achieve/seek best practice
• Follow-up assignments will be completed and communicated as agreed
• The employee must be able to sit for extended periods of time entering data into multiple systems
• The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
• The employee may be required to answer the phone as well as respond to team members and internal customers
• The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
• The employee is frequently required to stand, walk, and talk for an hour or more
• Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
• Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
• Air and or ground travel upon demand

Responsibilities

• Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools
• Troubleshoot and resolve customer issues
• Coordinate efforts with appropriate assignees when needed
• Track and manage issues and requests through resolution
• Test and replicate defects reported. Test and confirm resolution
• Communicate issue progress, workarounds, resolution and other follow-up activities with customers
• Provide data and reporting to DCI team members upon request
• Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues
• Identify opportunities for system and process improvements
• Assist in process development and enhancement in accordance with ITIL best practices
• Participate in creation and maintenance of systems and technical documentation
• ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.

Benefits

• 16 paid holidays, including your birthday!
• Paid Time Off and Paid Sick Time
• Employee Recognition Program
• Employee Assistance Program
• Referral Program, get extra rewards for referring your friends to work with Acumen!
• Paid Parental Leave
• Medical, Dental & Vision coverage
• 401(k) with company match
• Voluntary benefits, including Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed