Application Support Analyst

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Infinite Computing Systems, Inc., is seeking the following. Apply via Dice today!

The Service Support Analyst role will be part of the Incident Management and Change Management effort handling incidents by assisting the NCDIT Manager/Supervisor, providing seamless business support in FACS and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be to address the Customer s immediate business and assist with the triage & resolution of incidents. This position will be part of the Agency Planning, Analysis, Solution Design, and Implementation, and support continuous technical application integrations, software maintenance and application support leadership across the application tiers (System Integration, QC (UAT) & Production) for the Building Services Unit supporting the Division of Highway s Facilities Maintenance Business Area. This resource will assist the Enterprise Services Manager/Supervisor with:

• Support all Operations and Maintenance activities
• Support the technical work efforts and ensure customer deliverables are met
• Provide support with the delivery of software solutions for our business stakeholders utilizing the Software Development Life cycle methodology (SDLC)
• Contribute to system documentation that supports the designed application from initiation to implementation
• Support the testing of FACS solutions by serving as a tester
  
  

The Service Support Analyst position will also serve the application support team, testing the operations and maintenance initiatives. This position will work on various work streams focusing on the NCDMV business areas as well as any other initiatives defined by the Enterprise Services Manager/Supervisor. The resource will be expected to document technical initiatives across DMV and DIT in various capacities:

• Work cross-functionally and collaborate with other IT disciplines to primarily coordinate all incident management and some portion of change management functions across the application tiers
• Support all Operations and Maintenance initiatives and assist the Incident Lead with the delivery of software solutions
• Investigate problems and other requests for the application support team to determine appropriate actions to be taken to solve these problems
• Contribute with the creation of site-specific help guides like Knowledge Base (KB) articles in ServiceNow
• Provide support for the testing and training for User Acceptance with business partners
• Contribute to test materials required to satisfy business requirements including test strategy, test cases, defect reports and test summary
• Communicate and provide status on work progress
  
  

Minimum Education and Experience Preferred:

Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.

(OR)

High School or General Education Development (GED) diploma and seven years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent combination of education and experience

Skill/Experience Description

Skills and Experience Requirements

Required/Desired

Amount of Experience

Candidate Experience

Good understanding/knowledge of all applications development, maintenance, and support across an IT enterprise

Highly desired

3 Years

IT experience in a distributed client/server or web services environment or equivalent experience in the IT profession

Highly desired

3 Years

Service/Help desk experience/knowledge for software support, preferably with ServiceNow or an equivalent software solution

Highly desired

3 Years

Ability to create and maintain required documentation, including documenting customer requirements, design flows, and systems flows

Desired

3 Years

Understanding of best practices and standards for application processes and security measures to prepare documentation

Desired

3 Years

Knowledge of specialized computer programming languages and coding processes and security measures

Highly desired

3 Years

Ability to evaluate and analyze existing applications and define problems effectively to make recommendations

Highly desired

3 Years

Provides support and assistance to users in the use of hardware, application software, networks, etc., under the supervision of the IT Manager/Supervisor

Desired

3 Years

Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain IT systems

Desired

3 Years

Written and verbal communications that are clear, concise, and achieve intended objectives contributing to knowledge base and technical documentation

Highly desired

3 Years

Provide both on-site and telephone support assistance to systems, equipment, and end users, focusing on end-user support and routine maintenance

Desired

3 Years

Basic knowledge and understanding of software code maintenance, configuration review, and SDLC

Desired

3 Years

Basic knowledge of SQL Server with the ability to write SQL queries for data extracts

Desired

3 Years

Basic knowledge of office applications (e.g., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint)

Highly desired

3 Years

Written and verbal communications that are clear, concise, and achieve intended objectives

Highly desired