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Technical Applications Consultant

hace 2 meses

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Position Overview

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 thorough functional and technical analyses.
  • Troubleshoot and resolve escalated support tickets, effectively communicating solutions to users through the Service Desk or relevant support teams.
  • In senior roles, act as a subject matter expert in application support.
  • Develop and customize training materials to enhance user understanding.
  • Engage in negotiations with vendors to optimize service delivery.
  • Collect and validate change requests and bug fix requirements, collaborating closely with the Development team.
  • Assist in testing new application functionalities, releases, and updates.
  • 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 facilitate ticket auto-assignment processes.
  • Collaborate with the Service Desk on configurations for new applications and module decision trees in Remedy.
  • Generate metric reports to track incoming ticket trends.
  • Ensure governance is in place for timely ticket resolution.
  • Organize and manage ad-hoc backlog campaigns to address outstanding issues.
  • In the Technical Analyst role, respond to ALM tickets related to system bugs and enhancements.
  • Collaborate with Functional Analysts to address reported system issues.
  • Monitor system performance in conjunction with data centers.
  • Define technical solutions 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 effective support.
  • Provide ongoing system monitoring and performance evaluations.
  • Maintain the technology stack of the systems.
  • Adhere to security operations standards and guidelines.

Qualifications: A college degree with relevant technical experience and strong communication skills are essential for this role.