The Application Support Analyst serves as the technical leader of the application support team, supporting internal customers for all services and support-related questions of ATS’s business applications. They will develop technical resources and mature the application support process. The Applications Support Analyst will also troubleshoot and resolve application issues with exceptional customer service skills.

Education and Experience

• 2 or 4-year degree in information technology, computer science, software development, or related field or equivalent combination of education and experience.
• 2 years of application support and troubleshooting experience.
• 2 years of technical expertise in support in IT.
• 2 years of experience in process improvement, and process automation (or similar experience).
• Must be self-motivated, and able to work on complex technical issues independently.
• Ability to work with cross-functional teams in a fast-paced environment.
• Must be detail-oriented and analytical with the ability to apply data.
• Proficient in responding to internal and external customer situations, and responding to customer needs as required.
• Think creatively and provide creative contributions to projects.

Essential Duties and Responsibilities

• Provide technical expertise to a team of Application Support Specialists, assisting with the technical development of the team, maturing standards and processes, and escalating support issues when needed.
• Analyze, test, and troubleshoot application-related issues and implement new software and product releases.
• Perform initial triage on all new application issues.
• Interface with other IT teams and 3rd party vendors for technical support and fixes.
• Develop and maintain standard operating procedures (SOP’s) for common technical issues and monitors to ensure compliance and consistency with the SOP’s.
• Prioritize support functions to minimize customer impact.
• Consult on automating processes as well as creating documentation and instructions.
• Maintain IT department technical documentation and support ticket system.
• Research and resolve inquiries in a professional, timely, and accurate manner.
• Identify faults, and issues and recommend appropriate paths to resolution as appropriate.
• Write, edit, and proofread technical documentation, user manuals, and training manuals.
• Suggest changes to internal procedures that enhance the use of new or existing software.

Job Type: Full-time

Pay: $72,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person