Position Objective

Company Overview:

The Harvard Companies include five entities working to serve the business community in the janitorial and protection services areas. Harvard Maintenance and Harvard Protection are two of the largest and fastest growing, privately owned providers of high quality janitorial and security services in the United States. We are an industry leader and are well known for our innovative thinking and entrepreneurial spirit. Our success over the last fifty years stems from Harvard's Inverted Pyramid®, which recognizes that our front-line employees are the most important people in our organization. The Inverted Pyramid® ensures that our employees feel valued, are given the tools to be successful, and are empowered to execute in their roles. People are also at the center of our Core Values. Our People First core value clearly states that “we are a family organization that promotes respect and embraces diversity”.

Position Objectives:

The Application Support Analyst I role is responsible for supporting the daily production activities for the company’s main production software applications. This includes partnering with the software development, database design, infrastructure, and business teams to investigate and resolve issues, coordinate hardware and software upgrades, and managing moderately sized projects. Consults with users to identify current operating procedures and to clarify program objectives. Expected to write documentation to describe program development, logic, and corrections. Writes manuals for users to describe installation and operating procedures.

Essential Duties and Responsibilities

Operational Management

• Responsible for Level 1 and Level 2 support for the organization’s critical software applications. (Requires Tier II on-call coverage and occasional after-hours support).
• Configure application functionality to meet system, user, and organization requirements.
• Configure application functionality such as user privileges, fields, dashboards, and reports.
• Work with software vendors and internal teams to identify, troubleshoot, and resolve application issues.
• Engage teams to help define, prioritize, and implement enhancements and improvements across several applications.
• Provide technical expertise and contribute design considerations for large and small projects.
• Consult business analysts and business relationship managers on client feedback and needs to guide planning upgrades and new features.
• Write accurate and detailed user documentation for developed or implemented software application systems.
• Analyze change requests from various parts of the organization to generate technical implementation requirements.
• Test software applications to ensure functional requirements are met.
• Prioritizes work effectively. Anticipates consequences of actions, potential problems, or opportunities for change.
• Provide training to business users around common functionality of business enterprise applications.

Strategy & Planning

• Develop application configuration solutions to complex organization requirements.
• Collaborate with analysts and designers in the development and initiation of new software programs and applications.
• Take an active role in cross-departmental projects when needed.
• Research emerging application software products and standards in support of procurement and development efforts.

Knowledge and Skill Requirements

Formal Education

• Associate degree in Computer Science, Engineering, Information Systems, or related technical field or equivalent technical or trade business professional work experience required.

Knowledge & Experience

• 2 years of production applications support experience.
• Working knowledge of database management concepts and queries (SQL Server preferred)
• Excellent business analysis and project management skills, and the ability to handle day to day direction of multiple applications.
• Enterprise application support experience for ERP, CRM, and Timekeeping systems.
• Experience Office 365 administration is a plus.
• Application Development experience is a plus.

Work Conditions

• Ability to travel to customer sites as necessary, both local and out-of-state (less than 20%).
• Occasional after hours, weekends and on-call work might be necessary.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand, and power tools, and to handle other computer components.

Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals

Compensation

Harvard is offering a competitive salary structure including benefit package with medical, dental, life, and long-term disability (LTD) insurance along with 401K Savings Plan.

Equal Opportunity Employer