The Senior Application Support Specialist provides essential production support, conducts thorough problem analysis, defines effective solutions, and gathers user requirements for mission-critical systems. Serving as a crucial link between business users and the development team, the Specialist plays a pivotal role in shaping the future of systems while ensuring stability in existing platforms. The Senior Application Support Specialist offers a unique blend of business analysis and technical system skills, providing exposure to a diverse range of projects.

Responsibilities:

• Independently handle support tickets and communicate cross functionally to provide appropriate solutions.
• Resolve customer issues across a variety of applications.
• Work hands on to troubleshoot and debug application issues.
• Serve as the primary point of contact for internal customers.
• Maintain a deep understanding of a large number of applications.
• Provide prompt and effective support to resolve in-house and third-party application-related issues and inquiries.
• Monitor and maintain functionality, the identification and resolution of performance issues.
• Close collaboration with IT teams for the implementation of updates and enhancements to boost application performance.
• Conduct periodic reviews of application usage to identify opportunities for optimization.
• Create and maintain comprehensive documentation for corporate applications, encompassing user guides and troubleshooting procedures.
• Conduct training sessions for internal users to enhance their understanding of application features and functionalities.
• Examine data related to application usage, performance, and user feedback to identify trends and areas for improvement.
• Collaborate with stakeholders to gather requirements for new features or modifications based on insightful data findings.
• Demonstrate effective communication skills by working closely with vendors for third-party applications to escalate and resolve issues and stay informed about updates and new features.
• Perform other duties as assigned.
• Travel: 20% Domestic

Minimum Qualifications:

• High School Diploma or GED
• 5 years of experience working in an analyst or support role.
• Proven problem-solving abilities, with a focus on innovative solutions.
• Strong understanding of information technology concepts, processes, and systems.
• Understanding of relational database structures and concepts

Preferred Qualifications:

• Experience providing direct customer application support.
• Previous experience in software development project management.
• Knowledge and experience in change management processes.
• Collaborative mindset with the ability to work seamlessly with cross-functional teams.
• Strong focus on achieving project goals within specified timelines and constraints.
• The ability to communicate effectively, both verbally and written, catering to both a technical and non-technical audience.
• Proficiency in standard office software applications is essential for fulfilling the responsibilities effectively.
• Ability to review and diagnose Visual Basic and C# Code
• Ability to build reports within SQL Server and/or SAP Business Objects