Application Support Analyst

Essential Duties and Responsibilities:

• Manages Client service tickets on behalf of business owners. Coordinates the resolution of DNA service tickets with Client and the business owner. Provides internal tracking and management of these service tickets.
• Coordinates and conducts a periodic review of open service tickets with Client and stakeholders, ensuring the top cases get assigned the most resource time from Client.
• Provides support for the preparation, installation, and testing of Client DNA releases, partnering with the IT Business Analysts and key business stakeholders.
• Assists business owners with the implementation of Client software releases and other system changes.
• Assists business owners with the documentation and implementation of DNA Apps and solutions. This includes researching the feasibility of Apps to meet business needs.
• Assists stakeholders with DNA data and parameter changes.
• Leads small projects and process improvement efforts to improve the usability of business applications, including the core system and other Client software applications.
• Partners with the training department to develop training materials that improve the usability of business applications.
• Participates in the analysis and review of project requirements, for assigned projects.
• Partners with the business and members of IT in the design of software features.
• Creates and maintain system documentation, manuals, and policy documents.
• Researches and analyzes production issues with business applications.
• Identifies opportunities for process improvements, makes recommendations to the business, and implements these improvements.
• Develops technical solutions based upon user specifications and technology frameworks, in adherence with company standards.
• Ensures thorough testing is performed before changes are placed into a production environment.
• Ensures the security and confidentiality of member data.

Education and/or Experience:
Bachelor's Degree in computer-related discipline and 5 to 7 years' relevant experience with applications support, or an equivalent combination of education and experience. Basic understanding of IT network and system infrastructure.
Other Skills and Abilities:
Must possess a well-blended understanding of the business and IT systems. Ability to read and interpret documents such as complex system configuration documents. Working knowledge of Excel, Visio, core processing systems and integration, custom programming, knowledge of reporting tools such as SQL, Tableau, Crystal Reports, in addition to a good working knowledge of project principles.