Application Support Analyst - Charlotte, NC

Software Technology, Inc.; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Software Technology, Inc. is seeking a capable application support specialist to manage day-to-day operation of a department-specific software application.

You will handle first/second line support, monitor incident tickets, troubleshoot issues, and work with developers and account managers on change requests. Ideal candidates will have strong communication skills, a focus on process improvement, and experience administering a Learning Management System (LMS) with daily health checks and user

Qualifications

• Provide first and second line application support, resolving technical queries and communicating solutions directly to customers for the departmental software application or system.
• Responsible for monitoring and responding to open tickets submitted through an incident management system
• Troubleshoot issues and escalate as needed to appropriate teams
• Identify opportunities for process improvement and contribute to departmental initiatives for the software application or system
• Work with Account Managers on change requests, managing issues and establishing priorities
• Ensure daily health checks of the applications, scripts, and infrastructure by the support team

Responsibilities

• Provide first and second line application support, resolving technical queries and communicating solutions directly to customers for the departmental specific application or system.
• Monitor and respond to open tickets submitted through an incident management system
• Troubleshoot and escape alerts that cannot be resolved to appropriate section
• Prioritize and handle service requests and incidents
• Progress issues and provide relevant information for troubleshooting or clarifications
• Identify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or system.
• Improve and document technical processes around software or application support
• Collaborate with Account Managers on change requests, managing issues and establishing priorities
• Ensure performance of daily health checks of applications, scripts, and infrastructure by support team
• Work with developers to ensure system is operating efficiently, install updates and troubleshoot
• Establish accounts and passwords and assist with user issues
• Onboard and set up new LMS administrators
• Admin functions for LMS including ILT class setup, reports, troubleshooting
• Create ILT events/sessions for training classes
• Support and resource for LMS administrators
• Contact/support for departments with LMS users

Skills

Customer support

Ticketing

Incident management

Troubleshooting

Communication

Tools

LMS administration

Job description

Manage the day-to-day operation of the departmental specific software application or system. Identifies system requirements and solve moderately complex business problems. Assists users and trains staff on the use of applications or systems. Performs work with general supervision. Possesses an understanding of user needs, capacity and limitations of equipment, operating time, and desired results in order to provide solutions. Maintains strong interpersonal and communication skills.

Essential Function:

• Provide first and second line application support, resolving technical queries, and communicating solutions directly to customers for the departmental specific application or system.
• Responsible for monitoring and responding to open tickets submitted through an incident management system
• Troubleshoot and escape alerts that cannot be resolved to appropriate section
• Prioritize and handle service requests and incidents
• Progress issues and provide relevant information for troubleshooting or for clarification
• Identify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or system.
• Responsible for improving and documenting the technical processes around software or application support
• Work collaboratively with Account Managers on change requests, managing issues and establishing priorities
• Ensure the performance of daily health checks of the applications, scripts, and infrastructure by support team
• Work with the software or application developer to ensure the system is operating efficiently, install updates and troubleshoot.
• Establish accounts and passwords and assist with issues regarding user accounts.
• Onboard and setup new Meck Administrators on the Learning Management System (LMS).
• Responsible for administrator functions for the enterprise Learning Management System (LMS) which includes assigning/launching e-learning courses, set-up and maintaining ILT classes, creating reports, troubleshooting, and responding to Learning Management System (LMS) issues.
• Create ILT Events/Sessions for identified training classes.
• Act as a support and resource for departmental Learning Management System (LMS) Administrators.
• Contact/support for departments with Extended Enterprise Learning Management System (LMS) users.