Application Admin and Support Analyst

The Application Admin & Support Analyst I is responsible for tracking, evaluating and resolving application issues in hibu's production systems.  

Primary Responsibilities

• Maintains a good working knowledge of the applications supported including: purpose, capabilities, limitations and use within the business.
• Demonstrates focused attention to customer needs.
• Manage workload within established Service Level Agreements.
• Develop, document and implement process improvements related to the workflows of the group.
• Integrate new processes and procedures into the Application Support Team as new projects / functionality are implemented.
• Maintain the Standard Operating Procedure documentation for supported applications.
• Provide input to updating training manuals for future application releases.Prioritize workflow to meet individual deadlines in accordance with departmental deadlines.
• Ensure that individual time tracking is comprehensive and current.
• Participate on regular Applications On-Call responsibilities. Resolve and escalate issues as required.
• Prepare required implementation documentation and provide analysis for implementation planning. Perform implementation tasks as required.

Incident Management

• Follow support procedures to ensure the successful resolution of incidents for applications supported.
• Work closely with software development and infrastructure teams to ensure the successful resolution of incidents for supported applications.
• Communicate status on complex and high impact incidents to supervisor. Escalate to supervisor, as needed, for joint planning on resolution. 
• Review priorities with supervisor and ensure focus on highest priority incidents.
• Ensure that issues or problems that cannot be resolved are escalated to the appropriate technical team.
• Ensures that incident details and status are up to date in the appropriate tracking system.
• Discuss opportunities to improve workflow processes with a supervisor. 

Root Cause Analysis

• Research root cause for system incidents.
• Recommend resolution/workarounds for root causes. Document and communicate solution options. 
• Communicate findings to management team with recommendations for continuous improvement.

Business Relationships

This position will require relationships with all areas of the business who are the primary customers.  In addition, this position will work very closely with other Technology team members to ensure our customer needs are met in a timely manner.

Competencies/Critical Skills

• Technical problem solving
• Critical thinking
• Communication
• Project Management
• Multi-tasking

Requirements:

2-4 yrs of management experience preferred

Experience working in a production focused, deadline driven environment

Experience working in a Customer Service oriented environment

Experience with Microsoft Office (Word, Excel, Outlook, etc.)

Experience with other proprietary or business related software

IND7

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