What are the responsibilities and job description for the IT Application Support Analyst (AMX, Extron/Crestron, Poly) position at SyrenCloud LLC?
Job Details
Responsibilities / Key Jobs to Done
The primary focus of the IT Application Support Analyst is to ensure world class operations of enterprise applications that support critical business processes.
Provides subject matter expertise on the operation of the Enterprise Application modules, carry out service requests as submitted by our Customers, resolve process and/or system issues and provides education on Enterprise Application features.
Support Analysts will be involved in projects that implement new features or functionality with the goal to ensure post launch supportability.
Tasks would include providing design expertise, creating a post launch support plan, ensuring proper documentation, prepare system environments, and ensure knowledge transfer among team members.
\* Monitors and maintains operational readiness of EA system and provides 24/7 support on as needed basis. .
* Provide Level 2 Incident Management support for the EA modules with a goal of meeting Business service levels.
Take ownership of critical issues, enlist proper representation from other IT support terms and drive towards resolution.
* Resolve EA functional errors as identified by Business Partners; includes reviewing business process and EA document workflows to identify cause and recommend corrective actions.
* Debug and resolve production support or business process issues, including time estimates for corrective action, in order to meet the customer service level agreements.
Includes identifying root cause and reporting of problem resolution.
* Meet with Business Partners to gather information and prioritize reported defects for submission to Development for resolution
* Identify opportunities for system enhancements that will deliver enhanced functionality and/or simplify system administration
* Develop and refine work plans for changes (including defects fixes, enhancements and/or configuration changes) to EA. Configure and test changes to system.
Coordinate for the promotion of code/configuration changes to the production environment after Quality Control and User Acceptance sign-off.
* Work with other IT support teams to resolve infrastructure related problems (i.e. Basis, Network, Database) where appropriate
* Ensure proper operational monitoring and reporting to ensure 24x7 availability of our enterprise systems. Take action when issues are reported.
* Perform Service requests as requested by Business Partners
* Provide financial functional expertise, guidance, presentation, and instruction on EA products to the business units and users
* Maintain support documentation
* Gather and analyze performance metrics to support continuous improvement for Change Management
* For finance related projects, drives the plan to ensure that new features and functionality are supported by the team upon go live.
Key deliverables include the creation of a steady state support plan, performing test cases, creating appropriate documentation, ensuring proper monitoring and the facilitation of team cross training sessions.
* Perform off-hours support on occasion and act as an on-call escalation point for priority issues
Skills:
Experience with Zoom as a service
Strong technical support skills- knows the ins and outs of AV skills- CodeX
Experience with AMX, Extron/Crestron, Poly, different AV/AC vendors, etc.
Communication skills (VP admins, VPs)
Network basics
