IT Application Support Analyst

Kentucky Housing Corporation Job Description Job Title:  Application Support Analyst Work Group:  Information Technology FLSA Status:  Exempt - Computer Reports to:  IT Operations Manager   General Purpose of the Job: The Application Support Analyst’s role is to deliver support to end users in the organization about how to use various types of third-party software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of third-party software applications, training programs, and related courseware.   Essential Duties and Responsibilities: Corporate IT Strategy and Planning to include analyzing results, make recommendations for support process improvement, and implement changes.  Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. IT Acquisition and Deployment to include conducting research into software application products and services in support of development and purchasing efforts.  Provide support for the testing of new and existing software applications under development or consideration for purchase. IT Operational Management to include fielding incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Prioritize, schedule, and administer all instances where enhancements and defect resolution are required. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. Maintain and enhance performance of all new and existing software and applications across the organization. Identify and learn appropriate software applications used and supported by the organization. Coordinate with department heads to assess departmental application training needs and objectives. Participate in the design, development, and delivery of software applications training programs and individual classes. Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution. Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on. Apply diagnostic utilities to aid in troubleshooting.     Knowledge, skills, and abilities required of the position:   Knowledge of: Crystal Reports software Word processing/spreadsheet applications such as Microsoft Word/Excel Basic rules of grammar and business writing Basic mathematic principles   Skill in: Collecting, analyzing, and evaluating data Analyzing problems and reaching solutions Developing, implementing, and coordinating of policies and procedures   Ability to: Plan and organize work activities Prepare reports Present ideas effectively Handle sensitive / confidential information Develop work plans and implement projects independently Work in unsupervised environment   Additional Information:   In-depth, hands-on knowledge of and experience with enterprise and desktop applications. Experience with MS Dynamics Great Plains, Loan Servicing software, and SFTP processes are a plus. Proven experience with troubleshooting principles, methodologies, and issue resolution techniques for applications. Able to develop and interpret technical documentation for training and end user procedures. Knowledge of trends in technology relating to software applications.   Education Requirements: This level of knowledge would normally be acquired through completion of an associate degree in software development, management information systems development or programming, computer science or computer information systems. Two years’ direct-related experience may be substituted for degree requirements. Experience Requirements: Requires more than three years, up to and including five years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.   Required Competencies:   Written Communication:  Can write clearly and succinctly in a variety of communication settings and styles.  Has the ability to get messages across that have the desired effect.   Customer Focus:Dedicated to meeting the expectations and requirements of internal and external customers.   Ethics and Values: Adheres to the corporate values of respect, commitment, and integrity.   Organizational and Priority Setting Skills: Sets goals and objectives; identifies roadblocks; uses time effectively and efficiently and can handle uncertainty and cope with change.   Initiative:  Effectively completes assigned tasks, seeks additional opportunities, and continuously strives to improve skills and abilities.