Application Support Analyst II

Job Summary/Overview

The Application Support Analyst II is responsible for providing enterprise application support to end users, assisting with ticket resolution for software issues and providing level 2 advisory and technical support for various database systems.

Essential Duties and Responsibilities

The following statements describe the principal functions of this position and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may be expected to perform other duties as assigned, including working in other areas to cover absences or balance the workload. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides level 2 support to resolve problems with products and applications
• Works with Application Support Analyst I to address and resolve escalated issues
• Performs light batch scripting to meet user requests on various projects
• SQL querying and creating/editing stored procedures may be required for this position
• Provides ongoing phone, email, and remote support of various enterprise applications used by the company's end users
• Escalates unresolvable issues to management as necessary
• Escalates issues to software vendors as necessary
• Verifies all outgoing documentation for accuracy and ensures process is within company guidelines
• Documents task resolution and reports to management if required
• Documents resolution in company ticketing system in a clear, concise manner
• Performs all duties in adherence to company standards
• Strives to maintain a safe working environment through the prevention of accidents, the preservation of equipment, and the achievement of safe working practices
• Maintains a positive and professional demeanor toward all residents, visitors and co-workers
• Performs other duties as assigned

Qualifications (Education, Experience, Technical Skills)

Education and Experience:

• Associate's Degree in Information Technology or related field preferred
• IT-related certifications preferred
• 3+ years of experience in supporting enterprise applications in a corporate environment required

Skills and Knowledge:

• Must be able to read, write and understand English and have good verbal and written communication skills
• Intermediate knowledge of Microsoft Office Suite required
• Intermediate knowledge of various database systems required (SQL, Firebird, Progress)
• Intermediate knowledge of Crystal Reports preferred
• Ability to support existing enterprise software applications including end user support, ticket escalation and documentation of resolution
• Ability to learn and support new enterprise software applications as they are implemented
• Ability to effectively communicate verbally and written to end users/management
• Ability to plan, organize, and coordinate work assignments
• Excellent time management skills with the ability to move from task to task
• Detail oriented, exceptional organizational skills, and the ability to streamline duties where applicable
• Ability to work independently or with a team, shift priorities, and demonstrate decision making abilities
• Ability to assume responsibility for projects and operate efficiently within a group/team environment
• Security oriented; able and willing to promote security initiatives in the organization
• Excellent customer service skills as this position will require extensive communication with managers, end users, and other staff members on a daily basis

Personal Attributes:

• Highly organized, "can do", cross-functional collaborator
• Self-motivated
• Inquisitive, detail-oriented with strong technological and analytical skills
• Honesty and integrity
• Strong work ethic
• Continuous learner
• Commitment to diversity, equity and inclusion

Colen Built Development provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and expression, genetic information, marital status, status about public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Colen Built Development will provide reasonable accommodations for qualified individuals with disabilities in a drug-free workplace.