APPLICATION SUPPORT ANALYST

Arizona Department of Administration • Phoenix, AZ

1d • $74,000 - $77,000 • Hybrid

About The Position

The Application Support Analyst is responsible for reviewing and responding to reported software issues and escalations related to ADE applications used daily, including both internally developed and third-party systems. This role involves routine monitoring, root-cause analysis, remediation, and communication of system errors to ensure proper operation. Additionally, the role requires the ability to follow standard operating procedures in support of system maintenance, change requests, product testing or product releases. Strong interpersonal, written, and oral communication skills are essential for effective collaboration with both external and internal customers across all levels and divisions of the organization. Occasional in-state travel is required for this position. The Arizona Department of Education currently utilizes a hybrid work environment, with up to two days of remote work (contingent upon business needs). Candidates should apply with an ability and willingness to work in-office up to five days per week as business needs necessitate.

Requirements

• Understanding or ability to learn distributed enterprise application systems to solve complex business problems
• Familiarity or ability to learn the basics of common software development technologies and platforms, such as JavaScript, jQuery, JSON, and others
• Understanding or ability to learn complex relational databases and construction of SQL queries to retrieve, analyze, and validate data across multiple data sources
• Understanding or ability to learn Active Directory and AD management tools such as ADManager Plus
• Knowledge of service request and incident management processes such as ITIL and tools such as Zoho HelpDesk or ServiceDesk Plus
• Understanding of Service Level Agreements
• Experience in Customer Service practices
• Current Information Technology trends
• A Bachelor’s degree plus 3 or more years of experience in Technology Support, or equivalent experience to substitute for the degree, is required.
• Advanced analytical and problem-solving skills, including the ability to absorb difficult and obscure concepts and complex interactions
• Skilled analysis of error logs, data, software source code, and database procedures in order to troubleshoot issues, determine root causes, recommend workarounds or possible resolutions
• Efficient and effective triage, management and prioritization, and detailed technical documentation of issues and requests across multiple customer groups
• Perform to stated deadlines and to produce expected results with little supervision
• Multi-tasking capabilities
• Strong written and verbal communications
• Proper phone etiquette, effective listening skills
• Strong interpersonal and presentation skills
• Intermediate skill in using Microsoft Outlook, Word, Excel, and PowerPoint
• Operate successfully in a strong team environment
• Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to deescalate conflicts
• Maintain stable performance under pressure
• Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
• Easily adapt to and learn new technologies

Nice To Haves

• Experience in help desk and service desk positions.

Responsibilities

• Timely review and respond to all help desk ticket and email requests regarding the supported ADE IT applications.
• Document issue analysis, root causes, and attempted resolutions along with steps to reproduce and hand over unresolved issues to application teams for further analysis and resolution as needed.
• Work closely with application teams to monitor status of unresolved issues, escalate to management as appropriate on any roadblocks to timely resolution of support issues.
• Communicate issue resolutions to customers and ensure customer is satisfied with response.
• Support the planning and testing of new application releases, versions or software patches in support of agency.
• Work with internal and external resources to implement and maintain functioning applications.
• Contribute to user documentation, such as user guides and training material, to facilitate the business operation.
• Contribute to knowledge base documentation to assist the Service Desk team personnel in Tier I issue resolution.
• Attend training and seminars to keep abreast of current industry trends.
• Support the monitoring of automated application systems and processes to verify proper operating status, including outside business hours as needed.
• Provide notification of operational issues to alert affected end users, business owners, and IT teams to potential processing delays or failures, as well as regular notifications of anticipated maintenance outages and progress updates.
• Assist in assessment of patterns and trends in maintenance and support issues, escalation of attention to issues of significant impact or urgency to IT management and leadership, routine monitoring of support team metrics, and recommendations for potential process improvements.
• Troubleshoot new issues through deep investigation and analysis of error logs, data, code, documentation, etc., determine root causes, devise appropriate short-term and/or long-term solutions.
• Collaborate closely with customers to gather additional information, troubleshoot, and validate solutions.
• Recommend product improvements or developments based on said findings.
• Other duties as assigned as related to the position.

Benefits

• Affordable medical, dental, life, and short-term disability insurance plans
• Top-ranked retirement and long-term disability plans
• Ten paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan
• Wellness plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level