Application Support Analyst IV

Application Support Analyst IV

Start/End Dates: 9/16/2024 - 9/15/2025

Location: Rockville, MD

The Application Support Analyst IV tasks include:

Role Description:

We are seeking a highly skilled and experienced individual to be the primary point of contact for our application support teams across multiple time zones.

This role involves managing application support for various business areas, including Ethics & Compliance, Legal, Technical Operations, Finance, and Manufacturing.

The ideal candidate will have a strong background in managing IT applications and support teams, excellent leadership skills, and a proven track record of delivering exceptional service.

Responsibilities

Help support the team in managing overall prioritization between production incidents/problems, service requests, and release management.

Serve as a point of escalation for customer incidents, ensuring appropriate resources are engaged for timely action and proper follow-up.

Conduct recurring meetings with business units and the support team to review monthly production releases and support status updates.

Understand customer pain points, monitor trends and patterns, and advocate for improved customer experience and support processes.

Evaluate metrics and KPIs to identify trends, analyze data, and make recommendations for improvement.

Collaborate with other internal and external IT teams to resolve escalated issues and ensure seamless service delivery.

Proactively monitor incidents and service requests, promptly identifying and addressing issues that impact service delivery or quality.

Requirements

5+ years of corporate IT application support management experience, working with both onsite and offsite support teams across different business applications.

5+ years of experience in providing production support for IT applications.

A technical background with a strong understanding of broader business needs and strategy.

Several years of experience troubleshooting different types of applications.

Experience in supporting and coordinating infrastructure technology installations, upgrades, and maintenance.

Experience in performing and managing system changes by following IT change management processes.

Familiarity with and execution of the SDLC process.

Strong capacity to build and work with teams, collaborate across functions, and break down silos.

Strong organizational, problem-solving, and analytical skills.

Experience working in a regulated environment, particularly in healthcare, is beneficial but not required.

Strong analytical, communication, and interpersonal skills.

Experience in license management and software contract renewals.