Application Support Analyst I

Department: IT Applications 

Reports To: IT Applications Manager 

Job Description Summary: The Applications Support Analyst I provides support for various applications/services and the systems/networks/hardware they run on. 

Major Duties & Responsibilities: 

 Proactively provides support and analysis on system stability, availability, performance and reliability. 

 Requires knowledge and understanding in any core functionality of the Applications/Systems we support (Postpaid, Prepaid, Message Processing, Mediation, Provisioning, Billing, Web Applications, Middleware, Retail activation Systems, Payment Processing, etc.). 

 Ensure effective front-end and back-end functionality of applications 

 Assist in determining the impact of operational issues and provide input towards their resolution 

 Assist in application upgrades, planning, scheduling, completing/coordinating testing for own department and interdepartmental/cross functional 

 Assess feasibility and assist in planning and implementation of any project required by the business involving the systems/applications managed by the department 

 Assist with creation of test plans, scenarios/use cases and test cases associated to application upgrades including new features, functionalities, and products 

 Assist with documentation of system/applications processes internal to the department as well as external department collaboration when it comes to use of applications by end users 

 Work with 3rd party vendors for support on tickets, upgrades and projects 

 Available to provide 24×7 support as required including on call shift rotation, planned maintenance windows, outage situations and weekends 

Additional Duties & Responsibilities: 

Provide guidance and support to the business for applications/services we support and maintain. 

Key Competencies: 

 Excellent written and verbal communication skills 

 Complex analytical and problem solving skills 

 Works well both independently and as part of a team 

 Telecommunications knowledge a plus 

Computer Software/Hardware Skills: Application Support Analyst I 

 Basic computer programs such as Outlook, Word, Excel 

 Experience working in and supporting systems and applications 

 Experience with system monitoring (such as alarms, space and memory monitoring) 

 Operating System knowledge (such as Windows, Unix, Linux) 

 Database or SQL experience (a plus but not required) 

 System and scripting language knowledge (such as Java, HTML, XML, JSON) 

Specific Requirements/Qualifications: 

 1-5 years System experience 

Education Requirements: 

 High School Diploma (Associate Degree or Bachelor’s Degree preferred) 

Physical Requirements: 

 Lifting up to 25 Pounds 

Level I Requirements: 

Application Support Analyst: 12-24 months experience in this role; proficient in assigned system, application, role for the department; ability to support planned maintenance activities; ability to communicate and coordinate with 3rd party vendors on tickets; ability to work independently to resolve issues, escalating as needed; ability to document processes and procedures; consistent performance metrics at 3.0 throughout previous 12 month review period 

Level II Requirements: 

Application Support Analyst: minimum of 25-36 months experience in this role; ability to support as technical lead on assigned projects/tasks; ability to communicate and coordinate with 3rd party vendors on new business initiatives and project requirements; consistent performance metrics at 3.0 or better throughout previous 12 month review period 

Level III Requirements: 

Application Support Analyst: minimum of 48 months experience; ability to provide support and training at a Lead/Supervisorial level; ability to support more complex projects and/or tasks independently; ability to manage project requirements and keep vendor/team on task; requires little if any step by step instruction when delegated projects/tasks; consistent performance metrics achievement of 3.4 or better throughout previous 12 month review period