Application Support Analyst

Application Support Analyst
Contract 
Hybrid
Atlanta, Georgia or Birmingham, Alabama

The Application Support Analyst is responsible for managing and supporting feature enhancements and defects, product and platform enhancements, maintenance, and life-cycle management for the Customer Engagement suite of online solution applications. Applications span multiple web, batch, and middleware technologies. 

JOB RESPONSIBILITIES 

Primary responsibilities include managing every aspect of the product development process from discovery, development, delivery, and support while following agile methodologies and focusing on upholding a high standard of quality. Responsibilities also include assisting team members and vendors with analysis, documentation, and testing of changes to the Customer Engagement environment. The successful candidate will work in a team environment that includes IT team members, management, vendors, and internal customers to identify and develop effective solutions to meet customer and business requirements.

EDUCATION / EXPERIENCE 

•    B.S. degree preferably in business, IT, engineering, computer science, or another technology-focused field required.
•    At least 5 years of experience in working with software-based development teams required.
•    Strong technical background and knowledge of life-cycle support of transactional web sites, APIs, SQL queries, Database tools & technologies required.
•    Strong analytical, root cause analysis, and problem-solving skills with ability to elicit and efficiently document business rules and research technical issues required.
•    Excellent interpersonal skills and strong, proactive communications skills including the ability to communicate complex concepts clearly across different audiences and varying levels required.
•    Experience working in a fast paced, highly collaborative environment with cross-disciplinary teams (Quality Analysts, Developers, Architects, and Analysts) and business groups (technical and non-technical) to shepherd products through the SDLC required.
•    Experience demonstrating strong planning and organizational skills required.
•    Knowledge of current and relevant digital, mobile, and web best practices in design and implementation preferred.
•    Skilled at leading software projects of varying sizes and degrees of complexity preferred.
•    Experience with Agile methodologies preferred.
•    Knowledge of DevOps, Containers, Cloud, Application Scaling preferred.
•    Knowledge of infrastructure and servers preferred.
•    Working knowledge of utility operating company business unit rules and processes preferred
•    Experience with Oracle database is preferred.

RESPONSIBILITIES / COMPETENCIES

•    Support all functional areas and teams across all Customer Engagement which includes researching and evaluating the work generated by the agile scrum delivery teams.
•    Assist Product Owners, Developers and Quality Assurance Analysts to define and instrument success criteria that is measured via qualitative and quantitative feedback and identify growth opportunities for the assigned functional area.
•    Assist teams to ensure life-cycle support for product’s platforms – Servers, Databases, Application Framework upgrades, retirement, replacement, etc.
•    Provide a technical scope and impact analysis for agile teams.
•    Proactively gather feedback or responses from end users to continue improving systems effectively.
•    Must be able to build and effectively manage personal relationships within a large IT organization, various vendors, and business stakeholders.
•    Effectively meet and communicate with stakeholders to understand and meet their requirements.
•    Candidate must have strong communication and interpersonal skills and be able to work effectively with internal technology teams.
•    Candidate must be able to work in a professional environment with limited direct supervision.
•    Obtain deep technical product and business knowledge to act as a subject matter expert to support Product Owners, Developers and Quality Assurance Analysts
•    Assist in analyzing initiatives, epics, features, enhancements, and defects. 
•    Assist in clearly writing stories and success criteria from development and QA perspectives. 
•    Must be willing to learn new skills across rapidly changing solutions.
•    Must be able to document user requirements and develop solutions to meet their business objectives.
•    Planning, monitoring, organizing, and overseeing projects.
•    Running tests or investigations on all application issues and recommending and providing resolutions
•    Providing enhancements to all applications, and providing support to all third-party software tools
•    Contribute to the development of standards, policies, and procedures.
•    Candidate must be able to manage production support and project related activities simultaneously.
•    Provide and assist in both production support, troubleshooting, and issue resolution.
•    Methodical approach to solving problems.
•    Must value trust, superior performance, and commitment to success.

Other Requirements:
•    Occasional night and weekend work may be necessary.  
•    Occasional travel may be necessary.

EOE Statement 
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law. 
 
For immediate consideration, please forward your resume to Rebecca Cook at rcook@synergishr.com
 
If you require assistance or accommodation in the application or employment process, please contact us at rcook@synergishr.com

The hourly pay range for this position is $50-$60 an hour. Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401K and commuter benefits. 
*Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA).”