Applications Technical Analyst

Overview:
Applications Technical Analyst performs technical work ensuring accurate and timely technology support to troubleshot issues dealing with software, hardware, and network / communications related to core business applications.  Resolves complex software problems and malfunctions; interacts and consults with users to manage customer and consumer satisfaction; assists in the implementation of software including testing, training, and deployment. 

Responsibilities:
Analyses issues dealing with software, hardware, and network / communications related to business applications and provides recommended course of action;

Responds to the diverse application software problems in order to minimize client downtime and productivity loss from technology malfunctions; 

Conducts testing and examines client software upgrades, working with customers to document and recreate issues;

Supports System Administrators as-needed in the administration of user IDs and application privileges, and provides guidance and consulting services in this area as-needed; 

Coordinates software installations and procedure changes and ensures proper staff training; 

Guides senior staff on operational tasks such as scheduling and monitoring jobs and downloading data from external sources and escalates failed jobs to development staff; 

Coordinates with developers on critical problems, uses team members, peers, vendors, and other resources to resolve more complex problems; 

Generates reporting to identify technical issues and trends while consulting with leadership in an effort to reduce future incidents

Keeps abreast of the technical aspects of the IT environment in order to maintain a sufficient working knowledge of department-specific applications;  

Reviews and analyses service requests, provides updates to customers, and alerts management, team members, and other IT groups when sensitive issues arise or a major problem is suspected;

Performs other related job duties as assigned.

Qualifications:
Qualifications

Bachelor’s Degree in Computer Science or 5 years’ combination of education and experience

Knowledge of various technology support tools (e.g. Jira, remote desktop tools, etc.) 

Skill in dealing with unstructured problems that affect efficiency and effectiveness of internal and external customers 

Skill to establish and build relationships with internal and external customers, showing a high degree of cooperation and effectiveness in working with others 

Ability to resolve level 1 and level 2 software problems, performing problem recognition, research, isolation, resolution, and follow up 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists 

Ability to document technical solutions in an office-wide knowledge base;

Ability to work with minimal supervision in a team environment 

Ability to project a positive attitude and dedication, with flexibility and consistency 

Skills

Technical Analyst Skills encompass hands-on experience in utilizing a range of technologies, including but not limited to:Web applications: HTML, Java, JavaScript, Vue, Angular, Python, PHP, Ruby, C, C#

Google Analytics and SEO

Data management (database, ETL, Query, File): SQL, SSIS, SSRS, JSON, XML

Hardware knowledge: PC, Raspberry Pi

Familiarity with security tools for analyzing and mitigating cyber-attacks and other security threats across software, hardware, and networks.

Troubleshooting to identify, analyze and resolved software, hardware, operating system, network, data integration issues.

Data analysis – evaluate, interpret, extract information from data. Ability to query databases to extract data for analysis. 

Review system logs to determine root cause of issues.

Software Development and Quality Assurance Testing methodologies and frameworks.

Excellent Critical Thinking, Analytical and Problem solving skills

Communication – Strong written and oral communication skills. Interpersonal skills to effectively collaborate with team members and stakeholders.  Ability to explain complex technical concepts to non-technical audiences.

Strong organizational and time management skills to handle multiple priorities and projects.

Ability to work with a team or independently

Assertive and self-directed

Proficient with Jira Service Management and Software Development