Application Support Analyst II in Atlanta, GA at GDH

Date Posted: 1/18/2018

Job Snapshot

Job Description


Deliver support to end users about how to use various types of software programs efficiently and effectively. This includes troubleshooting applications and software. Participate in the design, delivery, and improvement of in-house software applications training programs and related courseware.

The role provides challenging opportunities and ample room for critical thinking in creating extensible solutions that meet the unique needs of our teams while scaling out to support the daily needs of the entire organization

IMPACT & INFLUENCE:

This position will interact on a consistent basis with: Users of assigned software applications internal and external to unit, central IT office staff, contractors and vendors. This position typically will advise and counsel: Users, IT staff, contractors and vendors. This position will not be a supervisory position.

KEY RESPONSIBILITIES:

Duties may include but are not limited to:

• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. Provide Tier 1 and Tier 2 application support. Streamline customer service procedures and guidelines.

• Collaborate with customers, business analysts and cross-functional teams to develop innovative solutions to commonly occurring support issues.

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

• Develop metrics to determine effectiveness of ESD applications.

• Research software application products and services in support of development and purchasing efforts.

• Participate in the design, development, and delivery of software applications training programs and individual classes. Including classroom and web-based training and instructional materials. Continuously update troubleshooting manuals and user guides as applications change.

• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc. as directed.

• Perform other related duties as assigned.

EDUCATION, SPECIALIZED KNOWLEDGE AND EXPERIENCE:

Degrees required for this job: Bachelor’s degree in computer science, information systems, or related field, or equivalent combination of education and experience

Years of experience required for this job: Two to three years job related experience

Specialized skills required for this job:

• In-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned

• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques; knowledge of programming languages and techniques

• Ability to develop and interpret technical documentation for training and end user procedures

• Experience with building and maintaining databases for query and problem tracking (SQL query experience)

• Good analytical and problem-solving abilities

• Ability to present ideas in business-friendly and user-friendly language

• Very strong customer service orientation

• Excellent written, oral, and interpersonal skills

• Experience working in a team-oriented, collaborative environment

• Basic knowledge and understanding of the software development cycle

Specialized skills preferred:

• Experience in using Atlassian Tools (Jira, Confluence, Jira Service Desk, etc.)