Application Support Analyst

Position Overview

Position is responsible for the successful implementation, support, management, and maintenance of TAC’s enterprise application ecosystem (hosted on-premise and in the cloud). Required to perform a variety of technical duties related to application administration. Performs research and analysis to provide resolution for technical issues related to TAC’s cloud and on-premises enterprise applications.

Essential Job Functions

• Responsible for the successful implementation, support, management, and maintenance of TAC’s enterprise application ecosystem. Provides operational support for application users as well as application administration. Develops relationships with application vendor support, including problem escalation procedures. Collaborates with IT Infrastructure team.
• Develops documentation and conducts end-user training for enterprise applications. Champions new application adoption among TAC lines of business. Works with end-users to determine application fitness, including user acceptance testing.
• Conducts release analysis, life cycle management, and capacity planning concerning enterprise applications.
• Collaborates closely with IT Infrastructure and other IT teams to ensure that the application ecosystem is interoperable and secure. Assists with new application evaluation, testing, configuration, and deployment.
• Performs tier 2 troubleshooting for enterprise applications and trains tier 1 staff on the enterprise applications. Develop, alongside the IT Services Manager, tier 1 responsibilities and documentation.
• Independently performs in-depth software research and analysis for technical and procedural problems affecting enterprise applications and provides resolution for technical issues related to TAC’s enterprise applications.
• Provides remote and in-person (when necessary) technical support to customers for various technical issues and acts as a subject matter expert to TAC end users as needed. Promotes a high level of customer satisfaction.
• Provides advocacy, escalation support, and liaison functions between IT and end-users.
• Complies with division process and procedures, including updating help desk ticket status, change control management, and documents technical solutions performed according to work order assignments using TAC’s help desk software.
• Performs other duties as assigned.
   

Experience / Education Requirements

• Bachelor’s degree preferred; equivalent professional experience will be considered.
• A minimum of two years of experience performing technical troubleshooting and experience supporting enterprise-wide systems management platforms is required.
• Must be able to diagnose and resolve technical issues across a variety of enterprise applications and technologies, including understanding the OSI model.

Other Skills & Abilities

• Strong interpersonal skills both remotely and in-person; communicate with customers effectively and respectfully and be able to explain complex IT concepts in simple terms to end-users.
• Requires strong communications skills, both written and verbal, and the ability to relate to persons with a variety of cultural, economic, and educational backgrounds.
• Requires a high degree of professionalism in representing TAC in contact with members, vendors, and others.
• Experience with Hyland Onbase, SalesForce, Atlassian suite of products, and DocuSign is desirable.
• Must maintain confidentiality and protect TAC’s intellectual property.
• Must be proficient in Microsoft Office products.
• Must be able to work independently with minimal supervision; excellent time management skills required. 

Physical Requirements

• Standing Some functions
• Sitting Some functions
• Walking Some functions
• Lifting Not Required
• Pushing or pulling loads Not Required
• Reaching overhead Not Required
• Kneeling/squatting Not Required
• Climbing stairs Not Required
• Climbing ladders Not Required

Salary : $87,500 - $92,500