IT Application Senior Support Analyst-ITSRSA

Position Summary : This position will serve as the IT Application Senior Support Analyst leading all aspects of Level 2 support for Pike’s production IT environment. This position will liaison between business users, IT application support staff, and third party vendors to address any Service Requests or Incidents that are logged through the IT Service Desk ticketing portal. Successful execution of this position requires coordination of discovery meetings to ensure the requirements are fully understood, daily status tracking to ensure issues are being resolved in a timely manner, defining and managing action items and responsibilities, tracking and adherence to defined service level agreements, escalation to appropriate leadership to get issues and risks resolved quickly, and facilitating user acceptance testing and making sure the customer is satisfied. The IT Application Senior Support Analyst will work cross functionally within IT to meet this objective. The IT Application Senior Support Analyst will work with the functional BRMs on quarterly performance reviews by providing KPI reports and messaging to the business partners.

Essential Functions :

Work with IT Operations and IT Development to identify all Level 2 support requests and send those to the managed services teams for research and resolution

• Conduct meetings and discovery sessions with business partners and the managed services team members to gain clarity of the issue and define what success is
• Ensure root cause analysis for end user reported Service Requests and Incidents and determine corrective actions to resolve is documented.
• Resolve all end user issues that do not require configuration changes.
• Transition all production incidents requiring configuration changes to be developed, tested, and released to the Build organization.
• Manage to Key Performance Indicators and Service Level Agreements for day-to-day operational excellence.
• Involve in Quarterly system Upgrades- Prepare Network interface / application for production for all the modules.
• Serve as point of contact for all the applications issues and support fixing of bugs / defects.
• Lead and coordinate with Pikes managed services resources to address break fix issues , business as usual items, and small enhancement requests

Requirements :

Preferred :

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle and feel; reach with hands and arms.

Work Environment :

While performing the duties of this job, the employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work). The employee may be subject to one or more of the following atmospheric conditions that affect the respiratory system of the skin : fumes, odors, dust, mists, gases, or poor ventilation.

Competencies :

EOE / Minorities / Females / Vet / Disabled

NOTE :  This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.