Application Support Analyst

An Applications Support Analyst will be a part of our IT Operations. The ideal candidate will be responsible for managing and maintaining all IT systems, making configuration changes, handling escalations from systems support, as well as gathering requirements, and submitting development requests. The Systems Analyst will play a key role in ensuring the smooth operation of our production software and will work closely with both technical and non-technical team members., * Configuration Changes: Implement and manage configuration changes to software and systems as per business requirements.

• Ensure system configurations align with organizational policies and change management procedures. Escalation Handling: Act as a point of escalation for complex issues from the helpdesk team.

• Create and/or refine requirements for technical implementation to drive changes in Field Operations specific to Ticket Handling, Ticket Automation, Dispatch, Routing, and Technician Experience
• Application and Experience level testing specific to Field Operations and Field Management

• Provide advanced technical support and guidance to resolve escalated issues in a timely manner. Submit configuration or development requests as necessary to resolve escalated issues. Requirements Gathering: Collaborate with stakeholders and product development to gather and analyze requirements for configuration changes. Documentation and Reporting: Document system configurations, procedures, and changes.

• Prepare reports on KPIs such as system performance, issues, and resolution metrics.

Do you have experience in Task prioritization?, Do you have a Bachelor’s degree?, * Proven experience as an Applications Support Analyst or similar role.

• Experience with Ticketing Management applications and software.
• Experience with Requirement definition and writing, to include JIRA management.
• Experience with Application level testing specific to Field Operations clients and Ticketing Platforms.
• A BS in Computer Science or a related field, or equivalent experience preferred.
• Strong knowledge of system configuration, administration, and troubleshooting.
• Experience in handling escalations and providing technical support.
• Familiarity with gathering and analyzing requirements for IT projects.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities.
• Ability to manage multiple tasks and projects in a fast-paced environment.
• Strong prioritization and interpersonal skills to balance multiple demands.
• Experience with specific systems or technologies relevant to the company.
• Relevant certifications (e.g., CompTIA, Microsoft)

2.72.7 out of 5 stars Indianapolis, IN 46204 Remote $70,000 - $80,000 a year - Full-time