• Application Support Analyst/Engineer

    Job Locations US-WA-Tacoma
    ID
    2019-5815
    # of Openings
    1
  • Overview

    GrowthMindset is seeking a Business Analyst / Application Support Engineer for a  direct hire position located in Tacoma, WA.     

     

    The Business Analyst / Application Support Enginee  is a key position in the organization's IT Application Group. The individual in this position is a subject matter expert in their related field and is responsible for a specific system, including integrations with 3rd party products/feeds and integrations with other systems.  Providing this level of support requires deep understanding of one or more Sound’s business software applications, related business processes and data, ability to work with the users, vendors, and various internal and external IT teams. Being successful in this position means adhering to Sound’s IT best practices and processes: change management, Quality Assurance, SLAs, problem escalation and management.

     

    Work will also include the development of a comprehensive support plan for the application, including Tier 1 Help Desk support and issue escalation planning.  This may also include advice and providing Tier 2 and Tier 3 technical user support and manage Tier 2 or Tier 3 resources. The support plan includes resolving multiple levels or users’ application problems, requests, and issues in a competent, expedient, and customer-friendly way. The responsibilities also include application administration, identifying and implementing solutions leveraging the application standard functionality, and/or vendor relationship management

    Responsibilities

     

    • Solve end-user business problems and design and implement solutions by leveraging the application/platform functionality: standard features, objects, tools provided by the application.
    • Manage the Feature Request List and participate in the organization wide Demand Prioritization Process.
    • Application configuration and administration: administration tasks related to development, deployment, configuration, production support, and user management
    • Monitoring and maintaining the application environment including installed third-party integrations.
    • Being subject matter expert in the related platform/application and the main point of contact for the application environmentDevelop and maintain Application Support Plan for the Help Desk Team and Tier 2 support resources.
    • Develop training materials, write FAQ’s and lead training sessions.
    • Visionary for future product releases and bug fixes, including testing, training and deployment.
    • Maintain application test environment and procedures for use and refresh
    • Provide oversight and leadership regarding end user and super user support by resolving application problems, issues, questions through triaging, prioritizing, trouble shooting, and the detailed follow up with the customer, via phone, email, and/or online.
    • Primary contact for SAAS contract maintenance/renewals, business relationship details and review of additional service requests/customs.
    • Follow IT best practices and processes to ensure highest level of application availability, maintainability, as well as compliance with SOX regulations.

    Qualifications

     

    ·       Self-motivated analytical thinker with “root cause” analysis skills

    ·       Experience in technical application support processes, procedures, and best practices

    ·       Knowledge of business applications (CRM, scheduling systems, HRIS) is a big plus

    ·       Excellent verbal and written communication skills

    ·       ITIL certification and experience a big plus

    ·       Experience or exposure to Agile software methodologies is a plus

     

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