Application Support Analyst

Andesa; Allentown (Lehigh County); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company that specializes in providing cutting-edge technology solutions for the Life Insurance and Annuity industry. This full-time role involves overseeing the installation and support of third-party applications, ensuring seamless integration and operation within the organization. You'll work closely with internal teams and vendors, providing expert-level support and troubleshooting to enhance system performance. This position offers flexibility with remote work options and the chance to contribute to an employee-owned company, fostering a collaborative and innovative environment. If you're passionate about technology and customer support, this opportunity is perfect for you.

Benefits

Employee Stock Ownership Plan (ESOP)

Flexible Hours

Remote Work Options

Qualifications

• 3-5 years of experience in application support, especially with third-party software.
• Proven ability to troubleshoot and resolve technical issues effectively.

Responsibilities

• Oversee installation, configuration, and support for third-party applications.
• Develop training materials and lead sessions for end-users.

Skills

Customer Support

Application Troubleshooting

Technical Issue Resolution

Process Improvement

Education

Bachelor's degree in Information Technology

2-year college degree with relevant experience

Tools

Jira

Active Directory

Windows Server

Red Hat Linux

Ping Applications

Progress MoveIT

F5 Applications

Job description

Andesa Services, Inc is a service and technology company. We are proud to serve the Life Insurance and Annuity industry through custom Software as a Service (SaaS) technology solutions and dedicated business support to end-users such as clients, brokers or policy holders. More information on these services can be found on our website at www.AndesaServices.com.

Andesa was established in 1983 and is located in Allentown, PA. We are a 100% employee-owned company via an Employee Stock Ownership Plan (ESOP), which means when you join our team, you will not only become an employee-owner, you will be contributing to and taking part in the success and longevity of the company!

Position Summary:

• Responsible for overseeing the installation, configuration, providing technical support, troubleshooting, and maintenance for third-party applications used within the organization. This role involves working closely with internal teams, vendors, and end-users to ensure the smooth operation and integration of third-party software solutions.

Must maintain compliance with company’s Information Security policies and practices.

Primary Job Responsibilities:

• Provide expert-level support for third-party applications, addressing and resolving incidents and service requests in a timely manner.
• Diagnose and resolve application issues, working with vendors and internal IT teams as necessary to identify and implement solutions.
• Perform regular maintenance tasks, including updates, patches, and configuration changes to ensure applications are up-to-date and secure.
• Act as the primary point of contact with third-party vendors for issue resolution, upgrades, and enhancements.
• Assist with the integration of third-party applications with existing systems, ensuring seamless interoperability.
• Develop and deliver training materials and sessions for end-users and create comprehensive documentation for support processes and application usage.
• Lead in incident management processes, including root cause analysis and the implementation of corrective actions.
• Identify opportunities for process improvements, automation, and efficiency gains, supporting third-party applications.

Secondary Responsibilities:

• Uses Help Desk Jira Software Ticket Application to monitor ticket queue and address all application support related service requests.
• This position may require after-hours or weekend work to perform maintenance, upgrades, or resolve critical issues.
• The role involves participation in an on-call rotation for support outside of regular business hours.
• Performs other duties as may be assigned.

Knowledge, Skills, and Abilities:

• Must possess demonstrated ability to provide customer support and deal with escalated customer issues.
• Must possess practical experience in applications production support, with comprehensive knowledge of various systems and a deep understanding of their functionalities to effectively resolve application or infrastructure issues.

General:

• Adjusts and is flexible to meet changing needs and demands of internal and external clients.
• Resourcefulness and ability to take the initiative in development and completion of work projects.
• Clear, effective verbal and written communications skills.

Education, Training, and Experience:

• Bachelor’s degree in information technology or related discipline or 2 college degree with relevant experience.
• Minimum of 3-5 years of experience in an application support role, preferably with third-party software.
• At least two (2) years of experience with Active Directory, Windows Server, and Red Hat Linux operating systems.
• Proven experience in troubleshooting and resolving technical issues.
• Knowledge of application systems, such as Jira Administration, Ping Applications, Progress MoveIT and F5 Applications is a major plus.
• Professional certification preferred.

Schedule: This is a full-time (40 Hours/Week) exempt position. Hours are flexible within core business hours. This position is fully remote reporting out of our office in Allentown, PA.

Equal Opportunity Employer:

In accordance with the law and in alignment with our values, Andesa seeks to hire talented individuals with diverse backgrounds and experiences to help us achieve our Andesa Forever vision. We are committed to creating a work environment that is inclusive and respectful to all potential and existing employee-owners. Therefore, we do not hire, fire, discipline, promote or make pay decisions based on characteristics that are protected by applicable laws and regulations. Protected classes may include, age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, pregnancy and/or sexual orientation.