Applications System Analyst II

CPM Holdings, Inc.•,

About The Position

We are seeking a highly motivated and detail-oriented Application Support Specialist to join our dynamic team. As an Application Support Specialist, you will play a critical role in ensuring the smooth operation of our organization's software applications. You will be responsible for providing technical support to end-users, troubleshooting application issues, and collaborating with cross-functional teams to enhance overall system performance. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional customer service.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.
Proven experience in application support or a similar technical support role.
Strong knowledge of software applications, troubleshooting methodologies, and remote support tools.
Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
Familiarity with ticketing systems and IT service management (ITSM) processes.
Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

Experience with SAP Business One and SQL Server preferred
IT certifications such as ITIL, HDI, or relevant vendor certifications.
Scripting or programming skills for automation purposes.

Responsibilities

Provide timely and effective support to end-users, addressing inquiries and resolving technical issues related to applications.
Utilize remote assistance tools, ticketing systems, and other resources to troubleshoot and diagnose problems.
Investigate and analyze application-related issues, identifying root causes and implementing permanent solutions.
Collaborate with development teams to report and resolve bugs, glitches, and other software-related issues.
Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist end-users and internal teams.
Conduct training sessions for end-users to promote self-service and enhance overall system understanding.
Develop training materials and resources to empower users to navigate and utilize applications effectively.
Work closely with cross-functional teams, including development, quality assurance, and IT, to communicate user needs, system requirements, and facilitate seamless application integration.
Monitor application performance, identify potential issues, and proactively address them to minimize downtime.
Generate and analyze reports to track support trends, system usage, and user satisfaction, providing insights for continuous improvement.