IT Application Support Analyst

Responsibilities

• Triage, categorize, prioritize, and manage application incidents and service requests based on business impact, urgency, and established service expectations.
• Investigate, troubleshoot, and resolve application issues involving system functionality, errors, data discrepancies, user access, configuration, and other support needs.
• Perform technical and functional analysis to identify potential causes, workarounds, and resolutions, escalating complex issues to IT technical leads, vendors, or other appropriate resources when needed.
• Serve as the incident owner during critical incidents, coordinating response activities, engaging appropriate resources, managing communications and escalations, and driving the incident through service restoration and resolution.
• Manage assigned incidents and requests through resolution, coordinating with appropriate resources and keeping users and stakeholders informed of progress and outcomes.
• Identify recurring issues and trends and contribute to root-cause analysis, problem management, and corrective actions that improve application stability and reduce support demand.
• Create and maintain support documentation, troubleshooting procedures, knowledge articles, operational runbooks, and user documentation while identifying opportunities for self-service and automation.
• Support application upgrades, enhancements, configuration changes, testing, go-live activities, and the transition of new or changed applications into ongoing support.
• Provide application assistance and training to users and build knowledge across supported applications through ongoing learning and cross-training.
• Partner with IT technical leads, IT Business Office, vendors, and business users to resolve issues, identify application support needs, and improve the overall user experience.
• Follow established incident, service request, problem, change, and knowledge management practices and provide off-hours support for critical application incidents as required.

Qualifications & Skills

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
• Basic understanding of IT service management (ITSM) and ITIL practices, including incident, service request, problem, change, and knowledge management.
• General understanding of enterprise application technologies, including client/server and web-based applications, integrations, and related technologies.
• Strong analytical, critical-thinking, and troubleshooting skills with the ability to effectively triage, prioritize, investigate, and resolve or escalate application issues.
• Strong aptitude for learning business processes and developing functional and technical knowledge across multiple business applications.
• Demonstrates ownership and accountability for issues from initial intake through resolution or appropriate escalation.
• Customer-focused mindset with the ability to understand business needs, build trust, and provide responsive and professional application support.
• Strong written, verbal, and interpersonal communication skills with the ability to work effectively with both technical and non-technical audiences.
• Highly organized, detail-oriented, adaptable, and able to manage multiple priorities while working independently and collaboratively in a team environment.
• Represents POET positively within the organization and community.

A Successful Candidate Will Have

• High personal integrity, accountability, and professionalism.
• Strong interpersonal skills with the ability to build effective relationships across all levels of the organization and with external partners.
• Strong problem-solving, critical-thinking, and sound decision-making skills.
• Adaptability and a willingness to embrace and positively contribute to change.
• An innovative and continuous-improvement mindset.
• The ability to think objectively and approach situations with sound judgment.
• Self-awareness and composure when navigating uncertainty or challenging situations.
• A collaborative mindset and the ability to contribute effectively in a team environment.