Application Support Analyst

Application Support Analyst

Overview:

Application Support Analyst will participate in technical support, administration, operations, and maintenance functions as required for  3rd Party and internally developed system applications and interfaces.  A successful candidate will be technically versatile and highly adaptable to various existing and new applications and technologies.  The applicant will liaison with internal clients and provide technical expertise to the business units. A successful candidate will be able to handle project-based tasks as well as handle day-to-day issues escalated from the service desk team. Since the focus of the position is on providing solutions, the individual will resolve or triage each issue as necessary. Excellent communication skills are required to manage the solution and inform all interested parties during systematic events.  The person will apply technical competency with Microsoft server operating systems, development, and database technologies to resolve support issues. This position puts the individual in contact with all areas of the organization. This position is based in Boston, MA.

Primary Responsibilities:

"           Supports Corporate Applications and their infrastructures

"           Ensures, coordinates and expedites successful completion of escalated support issues

"           Conducts Application administration functions including user management, security, 

      product implementations and upgrades and application configuration

"           Identifies, researches, and resolves technical problems pertinent to the Applications in

      collaboration, if required, with the application development teams or third-party vendors.

"           Acquires and maintains knowledge base for Corporate Applications

"           Participates in application acceptance testing with the development teams

"           Document or define Corporate Application operational workflows.

"           Develops and manages application production schedules.

"           Apply technical expertise to improve operational processes.

"           Provide technical expertise to internal customers.

"           Promotes and adheres to ITIL best practices.

"           Assists in preparing operational analyses and reports.

"           Participates in internal audits processes for Corporate Applications

"           Liaison with 3rd party product consultants

"           Performs miscellaneous job-related duties as assigned.

Mandatory requirements:

"           Undergraduate degree in technology discipline or equivalent experience

"           5+ years experience in an IT organization

"           3-5 years experience in a technical support role

"           3+ years experience in the financial services industry

Skills:

"           Broad experience with Microsoft Products requires (Server 2005, IIS, SharePoint, etc.)

"           Experience with Corporate Products listed below. PACE and FMC Pacer highly desired

"           Extensive SQL Server skills required- SQL Server 2005 preferred

"           Majority of corporate applications have Microsoft SQL Server database back-end.

"           SQL server standard load mechanisms (Stored procedures, DTS, SSIS,)

"           Extensive troubleshooting skills a must.

"           Experience in the financial services preferred

"           Experience with ticketing, tracking and change management systems

Additional Skills and Competencies:

"           Excellent interpersonal skills, organizational expertise , and attention to detail

"           Ability to communicate with internal clients at all enterprise levels

"           Ability to learn new concepts, systems, and software independently and quickly

"           Willingness to take initiative, seeing problems through to final completion.

"           The ability handle diverse situations and rapidly changing priorities with deadlines

"           Ability to provide quality documentation of processes

"           Motivation to work effectively and efficiently with minimal supervision

"           Attention to process and procedures to comply with internal/external audits

"           A demonstrated track record handling demanding user groups in a time critical environment

"           Flexible/on call hours to support international  desks

"           Experience with scripting VBScript, Excel Macro, CMD batch.

"           3rd Party Products