Application Support Analyst

Thisiscny; Town of Verona (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Oneida Innovations Group, a tribally-owned enterprise, seeks an Application Support Analyst to provide technical support for enterprise software, ensuring system functionality and performance across units in New York.

You will troubleshoot user issues, coordinate updates, and serve as a liaison between end users and IT to drive process improvements and better user experience.

Qualifications

• Degree in Computer Science or related field or equivalent experience.
• 3–5 years of IT or business environment experience.
• Ability to document requirements and create user-friendly docs.

Responsibilities

• Provide application troubleshooting and problem resolution.
• Collaborate with vendors and business units to meet requirements.
• Maintain stability and roadmaps for assigned applications.
• Develop and update user documentation and procedures.

Skills

IT troubleshooting

Vendor coordination

Documentation

On-call availability

Education

Bachelor's degree in Computer Science or related field

Job description

Oneida Innovations Group is a tribally-owned enterprise of the Oneida Indian Nation, an innovative and experienced Indian Nation owning and operating several multifaceted business enterprises, each focused on delivering exceptional customer experiences and service.

We are currently seeking an Application Support Analyst to join our team. This position will provide technical support and expertise for enterprise software applications, ensuring system functionality, resolving user issues, and maintaining system performance. Acts as a liaison between end users and IT teams to troubleshoot problems, implement updates, and support process improvements that enhance application efficiency and user experience for various business units throughout the organization including Turning Stone, YBR and Point Place Casinos, Maple Leaf Markets, and SavOn Convenience Stores as well as our golf courses, off-site properties, police department, and other entities.

Duties & Responsibilities

• Works collaboratively with vendors and Business Clients to ensure that systems and business requirements/needs are met.
• Develops strong working relationships with Business Clients, and all other departments within the IT Organization.
• Effectively identifies, documents, and communicates business requirements to the rest of the IT organization.
• Provides application troubleshooting and problem resolution to the applications assigned.
• Acts as subject matter expert in assigned area on all projects assigned and provides timely feedback on assigned tasks.
• Ensures stability and develops roadmaps for all assigned applications.
• Continually monitors and resolves application issues.
• Escalates unresolved application issues to 3rd Level support in a timely manner.
• Assists and supports evaluations, development, and implementation of department policies and procedures.
• Keeps current with new technologies and solutions by attending mandatory technical training, seminars, workshops, and/or related academic courses as required.
• Maintains and develops user-friendly documentation to ensure proper use of an application.
• Maintains a positive working relationship with software vendors to ensure timely installations and problem resolution.
• Conducts business with the Regulatory Authorities in a professional manner at all times.
• Ensures proper documentation of all applications assigned; including topology and workflow diagrams, along with operational procedures and security requirements.

Minimum Qualifications

• A degree in Computer Science or other related field and/or minimum equivalent experience of three years working in an IT or Business environment.
• At least three to five years of relevant business-related experience.
• Understanding of system platforms and networking.
• Possesses the ability to effectively produce written support documentation.
• Must have good organizational, verbal, and written communication skills. The ability to perform well in a fast-paced environment and meet deadlines is essential.
• Able to project a professional, positive, calm demeanor, while executing the essential duties of the position.
• Must possess the ability to conduct an in-depth analysis of given problems and make logical, well-thought-out steps towards their solution.
• Demonstrates proven ability to be able to identify system requirements in a specification format and translate, through system programming, into a useful computer-based application.
• Must possess the ability to interface with area users and perform as a liaison between IT and the affected area.
• The ability to handle multiple assignments is necessary.
• Flexible and willing to be on call 24/7.

Oneida Innovations Group is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.