Application Support Specialist - LMS & Incident Management

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

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