What are the responsibilities and job description for the Application Support Specialist position at Fusion HCR?
Job Description
We are looking for an experienced Business Systems Applications Support Specialist who will be able to take charge of the Business Applications Support Helpdesk and Ticketing, be the Level 1 and 2 Analyst for all Business Systems Apps and show expertise in triaging issues with our main systems such as APTOS Retail, WMS, Oracle MFP and Great Plains with a good grasp of ERP Systems.
Responsibilities:
- Provide technical support for enterprise-level application systems under the supervision of the Director of Business Systems.
- Performing analyses on software application functionality and suggesting improvements.
- Ensuring effective front-end and back-end functionality of applications.
- Consulting with the software development team, internal users, and clients to improve application performance.
- Managing tickets across multiple business systems environments to ensure continued and synchronized operations.
- Establishing the root causes of application errors and escalating serious concerns to the Vendor.
- Keeping a record of escalation and scheduling application updates.
- Documenting processes and monitoring application performance.
- Providing front-end support to clients and colleagues in IT
- Respond to general questions and trouble tickets in a timely manner.
- Research, diagnose, troubleshoot, and identify potential solutions for how to resolve an issue for Tier 1 and Tier 2 incidents.
- Prioritize multiple, open issues.
- Document issue triage as troubleshooting progresses.
- Follow best practices for change control of proposed solutions.
- Document actionable bugs for engineering resolution.
- Receive incoming calls from customers,, and service technicians and providing diagnostic support on appliances and other products.
- Accept and handle technical/diagnostic calls and process emails/requests to set up new service.
- Escalate calls as needed (Tier 1 & 2) for more in depth technical/diagnostic assistance by vendor or System Experts.
- Respond to customer and field technicians’ emails
- Document & log support ticket on service calls in ticketing system.
- Process Tickets for APTOS, ORACLE MFP, GP and other systems.
- Complete status updates on service calls completion
- Report common issues identified from service partners for escalation
- Performs other specific duties or assignments as directed by Business Systems Director and Manager.
- Build a good liaison with the vendors.
Requirements
- A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
- 5 years demonstrable experience as an application support analyst in the legal industry or related field.
- Knowledge of ERP systems and programming languages, such as SQL, HTML and other scripting languages.
- Ability to comprehend and utilize the ITIL framework for Helpdesk and Service Desk,.
- Ability to manage triage, resolution, document configuration changes, and monitor performance.
- Exceptional ability to provide front-end support to internal departments and remote clients.
- Familiar with Service Desk software for managing Tickets.
- Determination to get to the root causes of application errors and repairing them.
- Ability to use various incident tracking tools.
- Exceptional communication and written skills.
