Application Administrator

RESULTS STATEMENT this position is accountable for producing the following results:

Ensure the stable operation of First Rate client-facing applications by providing Level 1 support, monitoring application health, responding to incidents, assisting clients, documenting solutions, and escalating issues appropriately. Support Managed Hosting objectives by delivering outstanding customer service, maintaining operational excellence, and following all change control, security, and compliance requirements.

This position serves as the first point of contact for application incidents and requests, providing timely issue resolution while maintaining the highest standards of professionalism and client care

The Application Support Administrator I effectively monitors, supports, troubleshoots, and maintains First Rate client-facing applications while delivering exceptional service to clients and internal stakeholders. Through proactive monitoring, timely ticket resolution, complete documentation, and adherence to established procedures, this position contributes to application stability, client satisfaction, and operational excellence.

STRATEGIC WORK

1. Contribute ideas for improving application support processes.
2. Identify recurring issues and recommend preventative solutions.
3. Participate in continuous improvement initiatives within Managed Hosting.
4. Assist in developing and maintaining operational documentation and knowledge articles.
5. Promote a culture of accountability, service excellence, and continuous learning.
6. Support departmental goals, initiatives, and strategic objectives.
7. Identify opportunities to automate repetitive operational tasks.
8. Maintain awareness of supported applications and emerging technologies.

TACTICAL WORK

Ticket Management

1. Monitor Help Desk queues and respond to tickets according to documented SLA requirements.
2. Investigate and resolve Level 1 application incidents and service requests.
3. Escalate issues to Level 2 Support, Development, Infrastructure, or DBA teams when appropriate.
4. Provide complete and accurate ticket documentation.

Application Support

1. Monitor application environments and daily processing.
2. Verify completion of scheduled jobs and automated processes.
3. Perform routine application administration activities.
4. Assist users with application questions and troubleshooting.
5. Validate application availability and functionality.
6. Perform post-change validation activities.

Client Support

1. Communicate professionally with clients regarding incidents and service requests.
2. Follow up with clients to ensure issue resolution and satisfaction.
3. Participate in client support activities as assigned.

Documentation

1. Create and maintain support documentation and runbooks.
2. Document recurring issues and known solutions.
3. Maintain knowledge base articles and operational procedures.

Operational Support

1. Participate in after-hours support rotation as assigned.
2. Support deployment validation and upgrade testing activities.
3. Assist with user access administration according to approved procedures.
4. Support application monitoring and alert response processes.
5. Assist in collecting information needed for root cause analysis activities.

REQUIREMENTS:

Required

• Associate degree or equivalent technical experience.
• 1-3 years of application support, help desk, or related technical support experience.
• Basic understanding of Windows operating systems.
• Basic understanding of SQL and database concepts.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple tasks.

Preferred

• Experience supporting financial services applications.
• Familiarity with Service Desk platforms.
• Knowledge of Azure cloud technologies.
• Knowledge of ActiveBatch or similar scheduling platforms.
• ITIL Foundation certification.
• Experience supporting enterprise applications.

CRITICAL COMPETENCIES

• Customer Service Orientation
• Accountability
• Attention to Detail
• Technical Troubleshooting
• Problem Solving
• Teamwork
• Communication
• Documentation Discipline
• Time Management
• Continuous Learning