Application Support Specialist
hace 2 semanas
The Application Support Specialist plays a crucial role in delivering both functional and technical assistance to users regarding various applications and systems.
Key Responsibilities- Conduct functional and technical assessments to address user needs.
- Investigate and resolve escalated support tickets, ensuring effective communication of solutions to clients through the Service Desk or relevant support teams.
- In senior positions, act as a subject matter expert in application functionalities.
- Create or modify training materials to enhance user understanding.
- Engage in negotiations with vendors to optimize service delivery.
- Collect and verify change requests and bug fix specifications, collaborating closely with the Development team.
- Assist in the testing of new application features, updates, and promotional releases.
- Coordinate with AODC and other business application teams for daily operational support.
- In the Functional Support Analyst capacity, evaluate incoming tickets, ensuring quality checks and appropriate routing.
- Work with the Service Desk to streamline ticket auto-assignment processes.
- Collaborate with the Service Desk on the configuration of new applications and decision trees in Remedy.
- Generate metric reports to analyze incoming ticket trends.
- Ensure governance measures are in place to guarantee timely resolution of tickets.
- Organize ad-hoc campaigns to manage backlog effectively.
- In the Technical Analyst role, address ALM tickets related to system bugs and enhancements.
- Coordinate with Functional Analysts on identified system issues.
- Engage with data centers to monitor system performance and reliability.
- Define technical solutions in partnership with the Architecture team to align with business requirements, including project planning, resource allocation, scheduling, and budgeting.
- Oversee the execution of application upgrades and facilitate the transition to Service Operations.
- Manage Level 3 development teams to ensure high-quality outcomes.
- Provide ongoing system monitoring and performance assessments.
- Maintain the technology stack of the systems to ensure optimal functionality.
- Adhere to security operations standards and guidelines throughout all processes.
Qualifications: A college degree coupled with relevant technical experience is preferred. Strong communication skills are essential for success in this role.
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