Application Support Analyst

Reston, Virginia
Sep 13, 2019
Sep 20, 2019
Full Time
Aboutweb is looking for an Application Support Analyst to provide production support for a healthcare focused government web application. This Analyst must be a problem solver, detail oriented, and an excellent communicator to quickly and effectively investigate and facilitate incidents through resolution. They will have the desire to learn and adapt to new and challenging situations and to multi-task while balancing competing priorities. Candidates should have a working understanding of the application development process, as well as experience in customer service or support.

Job Responsibilities:

Investigate application incidents, user requests, questions, and other technical, application, and data issues through communication with the helpdesk, users, research teams, and through querying of various system tools and databases
Capture and document all required user information and issue detail for further analysis by technical teams
Consult with product managers and product owners to assess issue criticality and priority
Coordinate with scrum-masters and release managers to schedule development fixes to ensure issues are resolved in a timely manner
Resolve technical issues related to on-boarding, configuration, data inquires, and user error
Escalate priority and security related incidents and engage appropriate resources for high severity issues
Assist development teams in engaging users for investigation and troubleshooting
Monitor incident progress and communicate status to various stakeholders via ticket tracking systems, reports, dashboards, status calls, and web meetings
Coordinate with external support teams to drive issue progression through their support process workflows
Research and provide answers to client inquiries into incidents and issue details, system functionality, user data and reports
Document and transition requests for enhancements to appropriate product research teams
Assist with user communications, user on-boarding, and respond to user questions via email, phone, and web chat
Review development requirements, learn new application functionality, and provide training for helpdesk support
Monitor and track performance metrics and analyze incident root cause to identify patterns and trends in order to proactively address issues
Identify and document process gaps and risks and propose solutions for improvement and mitigation
Empathize with user's situations and provide insight back to product teams to help drive better understanding of the user experience and improve system functionality and overall satisfaction

Required Experience/Skills:

2+ years of experience working in a Tier 2 service desk and/or similar production support role
Experience troubleshooting various software, operating system, and browser issues
Experience working in application support or software development projects
Experience using JIRA, ServiceNow, or similar issue tracking and development workflow tools
Experience working in Agile or Scrum teams
Proficient in SQL querying and database models
Understanding of cloud applications and server monitoring tools
Prior customer support or customer service experience
Must have a strong work ethic and be a self-starter
Must be an excellent communicator and effective coordinator and facilitator
Ability to think critically and solve complex issues
Business analysis and process improvement experience
Experience working with private, confidential, and sensitive data
Background in application development, computer science, or information systems

Preferred Experience/Skills:

Experience or knowledge of AWS cloud and DevOps
Exposure to ITIL or ITIL foundation certification
Experience working with a healthcare provider


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