IT Application Support Analyst

POET • Sioux Falls, SD

2d • Onsite

About The Position

The IT Application Support Analyst provides day-to-day operational support for enterprise and departmental business applications, with a focus on effectively triaging, prioritizing, troubleshooting, and resolving incidents and service requests. This role works closely with IT technical leads, the IT Business Office, vendors, and business users to resolve issues, identify recurring problems, and improve application support. The role also contributes to application documentation, knowledge management, testing, upgrades, user enablement, and ongoing support readiness.
This is an on-site role located in Sioux Falls, SD.

Requirements

• High school diploma or equivalent required
• Basic understanding of IT service management (ITSM) and ITIL practices, including incident, service request, problem, change, and knowledge management.
• General understanding of enterprise application technologies, including client/server and web-based applications, integrations, and related technologies.
• Strong analytical, critical-thinking, and troubleshooting skills with the ability to effectively triage, prioritize, investigate, and resolve or escalate application issues.
• Strong aptitude for learning business processes and developing functional and technical knowledge across multiple business applications.
• Demonstrates ownership and accountability for issues from initial intake through resolution or appropriate escalation.
• Customer-focused mindset with the ability to understand business needs, build trust, and provide responsive and professional application support.
• Strong written, verbal, and interpersonal communication skills with the ability to work effectively with both technical and non-technical audiences.
• Highly organized, detail-oriented, adaptable, and able to manage multiple priorities while working independently and collaboratively in a team environment.
• Represents POET positively within the organization and community.

Nice To Haves

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
• High personal integrity, accountability, and professionalism.
• Strong interpersonal skills with the ability to build effective relationships across all levels of the organization and with external partners.
• Strong problem-solving, critical-thinking, and sound decision-making skills.
• Adaptability and a willingness to embrace and positively contribute to change.
• An innovative and continuous-improvement mindset.
• The ability to think objectively and approach situations with sound judgment.
• Self-awareness and composure when navigating uncertainty or challenging situations.
• A collaborative mindset and the ability to contribute effectively in a team environment.

Responsibilities

• Triage, categorize, prioritize, and manage application incidents and service requests based on business impact, urgency, and established service expectations.
• Investigate, troubleshoot, and resolve application issues involving system functionality, errors, data discrepancies, user access, configuration, and other support needs.
• Perform technical and functional analysis to identify potential causes, workarounds, and resolutions, escalating complex issues to IT technical leads, vendors, or other appropriate resources when needed.
• Serve as the incident owner during critical incidents, coordinating response activities, engaging appropriate resources, managing communications and escalations, and driving the incident through service restoration and resolution.
• Manage assigned incidents and requests through resolution, coordinating with appropriate resources and keeping users and stakeholders informed of progress and outcomes.
• Identify recurring issues and trends and contribute to root-cause analysis, problem management, and corrective actions that improve application stability and reduce support demand.
• Create and maintain support documentation, troubleshooting procedures, knowledge articles, operational runbooks, and user documentation while identifying opportunities for self-service and automation.
• Support application upgrades, enhancements, configuration changes, testing, go-live activities, and the transition of new or changed applications into ongoing support.
• Provide application assistance and training to users and build knowledge across supported applications through ongoing learning and cross-training.
• Partner with IT technical leads, IT Business Office, vendors, and business users to resolve issues, identify application support needs, and improve the overall user experience.
• Follow established incident, service request, problem, change, and knowledge management practices and provide off-hours support for critical application incidents as required.

Benefits

• Comprehensive benefits package: Individual and family plans for health, dental, & vision insurance, including a generous employer Health Savings Account contribution
• Quarterly Profit-Sharing Bonuses and Bi-Annual Incentive Bonuses
• Competitive pay, including shift premium pay for qualifying positions
• 401K with company match
• Paid time off and paid holidays – 40 hours available on day ONE!
• Paid Parental Leave
• Tuition reimbursement
• Attractive Relocation Assistance and Bonus Programs for qualifying positions and/or locations
• A multifaceted wellness program encompassing the whole person – mentally, physically, and spiritually
• Onsite fitness centers or fitness reimbursements
• Safety and cold weather gear reimbursements
• Discounted home and auto insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED