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IT Application Support Analyst

  • Location: Chicago, IL
  • Job Type: Direct Placement
  • Ref No: 19-06528
  • Date: November 05, 2019
  • Job title:
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Job Description - IT Application Support Analyst

Position Description:

The IT Application Support Engineer will be responsible for delivering enterprise services and support for all information technology needs. In this position the employee will be responsible for quickly evaluating information, communicating, and providing a resolution to help solve a request or remediate issues efficiently and effectively. The employee will solve and troubleshoot tasks requiring them to exhibit superior customer service skills and timely communications. Great communication skills, both verbally and written, are key to success in this position. The successful candidate should have experience supporting a complex, high availability application portfolio and demonstrate a passion for technology and process-driven, collaborative problem solving.

Responsibilities:

  • Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude
  • Ability to be flexible, effective, and adaptable in a fast-paced environment
  • Become an expert in supporting products; provide training and support to both new and existing systems as well as end users
  • Must be able to multi-task in a complex production environment, quickly acquire broad knowledge of applications and ensure all deliverables are met
  • Document and provide guidance to Application Support team members on application release and incident management processes
  • Provide expertise and support during critical incidents
  • Manage the monitoring and identification of services/processes to ensure high availability of the enterprise application portfolio
  • Participate in or ensure completion of root cause analysis for resolved issues
  • Assesses opportunities for application and process improvement
  • Analyze, troubleshoot, and resolve end user requests and reported problems or coordinate with internal and/or external support if necessary
  • Monitor, track, update, and manage ticket queues from identification through resolution in a timely manner
  • Perform installation and upgrades of custom .NET applications
  • Participate and/or perform application or system upgrades, enhancements, quality assurance, deployments, and post-release testing to new and existing business systems
  • Work with end users to identify and analyze business processes, workflows, requirements, issues and opportunities, and evaluate the potential application of new or modified technology solutions and/or processes
  • Develop a working knowledge of end-user and client facing systems and system configurations
  • Develop and maintain knowledgebase of training manuals, standard operating procedure, processes, techniques and incidents
  • Participate in 24/7 on-call support rotation and holiday coverage based on business need

Qualifications:

  • Demonstrated ability to support and implement high availability software solutions
  • Ability to quickly analyze, problem solve, prioritize tasks and flexibility to work on multiple assignments
  • Excellent verbal and written communication skills to communicate complex information clearly and concisely
  • Experience working with end users (clients and internal) to resolve their support requests
  • Proficient in standard database and web development technologies such as .NET, Microsoft SQL Server and MySQL
  • Ability to install, customize and navigate Enterprise applications
  • Strong understanding of ETL (extract, transform and load) process extracting data from various sources and getting it into an end target
  • Familiarity working with XML, JSON, and knowledge of web services
  • Strong knowledge of IIS
  • Knowledge of the deployment of custom .NET applications
  • Knowledge of Windows server platforms
  • Experience with log analysis and monitoring tools
  • Solid understanding of application release methodologies and processes
  • Proficiency with request and incident tracking
  • Familiarity of AWS Suite preferred
  • ITIL v3 Foundations certification preferred

 




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