Application Support Analyst l

$57,500 - $65,000/Yr

Ocean State Job Lot - North Kingstown, RI

North Kingstown, RI

Professional, Scientific, and Technical Services

About the position

The IT Application Support Analyst ('Analyst') role at OSJL serves as a technical subject matter expert on a set of business SaaS and on-premise applications. The role provides support for these applications through incident, problem, and request resolution as well as proactive maintenance. The Analyst role also works closely with IT managers and business technical leads to assist with new project initiatives and system enhancements. The Analyst role aims to ensure that applications remain stable and meet the daily functional performance needs of the business while also supporting the implementation of new applications and functional enhancements.

Responsibilities

• Consistently exercise discretion and independent judgment with respect to matters of significance while serving as a technical Subject Matter Expert ('SME') on all components of assigned applications.
• Provide technical support to end users on production related incidents, problems, and requests for assigned applications.
• Schedule and implement timely updates and/or upgrades for assigned applications to proactively ensure stability and availability.
• Maintain application configurations including user identity and access control, security roles, functional parameters, and user interface customization.
• Leverage knowledge of assigned application's data schema and data mastery role to support data field use by the business as well as integration development by the engineering team.
• Monitor application health and performance.
• Create and maintain technical and knowledge base documentation for assigned applications.
• Provide guidance and technical support as a SME during project build, testing, and implementation phases.
• Prioritize and balance production and project related tasks across multiple applications.
• Demonstrate effective collaboration with technical and non-technical users.

Requirements

• Associate or bachelor's degree in information technology, or a related field is preferred.
• 3 or more years of IT experience supporting 2 or more significant business applications as a SME is required.
• Strong working knowledge of SaaS and web-based system functionality.
• Experience supporting applications with multiple integrated systems is highly desired.
• Experience creating and/or executing test scenarios for scheduled releases and functional enhancements is required.
• Experience supporting 1 or more implementation projects as an application subject matter expert is highly desired.
• Proficient in Google platform (i.e., Sites, Slides, Drive, Docs, Sheets).