Application Support Analyst III

Reliance One, Inc.
Job Description
Application Support Analyst III Responsibilities
  • The primary function of the Application Support Analyst is to provide support for the client’s proprietary SaaS application
  • The qualified candidate must be able to work independently and respond in a timely manner to the demands of the job
  • The Application Support Analyst will provide support to various users and work as a liaison between escalated departments and end users
Application Support Analyst III Requirements
  • Providing tier 1-2 support for cloud application by providing technical systems and data analysis support
  • Working closely with development, operations, and users to analyze and resolve all issues and inquiries
  • Identify trends in local and national issues
  • Document clearly all issues and the steps taken to resolve the issue in the ticketing system
  • Perform other duties and special projects as assigned by the User Support Manager or Business Service Center Director
  • Perform reports using SQL, Access, and Excel
  • Create and maintain support documentation
  • Bachelor’s degree or 4+ years of applicable experience
  • 2+ years of experience as an Application Support Analyst supporting either a SaaS application or an eCommerce Website within a call center environment
  • Highly proficient and accurate data entry, Microsoft Word, Excel, and Outlook experience
  • SQL knowledge
  • Advanced skills in Access
  • Ability to simplify complex processes for users and business partners
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to work well in an Agile environment
  • Strong organizational skills and a detail-oriented working methodology
  • Flexible to work any schedule between the hours of 7am to 7p CT, holidays and weekends as necessary to support business needs
  • Professional demeanor necessary to interact with teammates, internal customers, and clients
  • Familiar with ITIL and Scrum frameworks
  • Experience facilitating meetings and / or training sessions involving an audience of
  • 5 or more individual
  • User Acceptance Testing or Quality Assurance testing experience
  • Familiar with a process improvement methodology
  • Ability to create Excel and Access macros
Reliance One, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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