Performs software application analysis and support. Trains and/or instructs other staff within the guidelines of standard operating procedures. Under general supervision, the Application Support Analyst provides telephone-based application support to users for the inFactor platform following best-practices guidelines, standards and procedures. This role performs problem diagnosis, answers questions, and guides users through problem resolution step-by-step.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Performs troubleshooting and problem-solving activities for inFctor products and platform
Assists with evaluation of quality assurance for the developed software
Gathers requirements, designs, and develops reports and minor applications for customers
Assists in the business analysis process of departments and provide recommendations to management to ensure improved efficiencies
Develops and supports documentation and procedural manuals
Evaluates and reports project status to management
Provide support for the inFactor platform
Provide a technical explanation for issues identified by business
Proactively identify issues with applications and start the process to resolve
Lead the patching and maintenance communication to customers
Identify root causes for technical issues
Work with backend teams to reach resolutions of issues
Ability to work with different teams
Ability to lead effort on issues to resolution
Ability to work on-call support including weekends on a rotational basis
Need to work independently on triaging the issues
If you are interested in becoming a member of our team, please contact us with your resume and cover letter to firstname.lastname@example.org.
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