Application Support Analyst

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 escalate 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.
• Required/Desired Skills

• SkillRequired /DesiredAmountof Experience
• Define, track, and assure responsiveness to clients' information technology problems
• Required
• 3
• Years
• Prepare status reports
• Required
• 3
• Years
• Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner
• Required
• 3
• Years
• Categorize time spent, requests for service and assets according to provided definitions
• Required
• 3
• Years