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 |
Mon – Fri: 6:00am – 6:00pm MST
Sat: 8:00am – 5:00pm MST