Application Support Analyst

Published date Posted on Indeed on Jan 12, 2022 (11 d ago)

Role Summary

Title:

Application Support Analyst

Business Area:

Global IT

Location:

United States, PST

Reports to:

Application & Data Lead

Job Family:

Security, IT, & Data

Mgmt Level:

Team Member

Role purpose:

Working as part of the internal IT department, in the Service Desk Team, you will provide application support in accordance with ITIL best practice to ensure accurate recording of all reported incidents, changes and service requests that affect IT applications, resulting in timely and cost effective resolutions within specified service level agreements.

You will also provide an appropriate, but high level of technical expertise in providing application diagnosis and support at both 1st and 2nd line.

Key accountabilities

  • Providing software application support under the supervision of the Application & Data Lead.

  • Performing analyses on software application functionality and suggesting improvements.

  • Ensuring effective front end and back end functionality of applications.

  • Consulting with the software development teams, NCC Group employees, and clients to improve application performance.

  • Establishing the root causes of application errors and escalating serious concerns to the Application & Data Lead.

  • Keeping record of configuration changes and scheduling application updates.

  • Documenting processes and monitoring application performance metrics.

  • Providing front end support to NCC Group employees.

Functional and technical skills

You must be willing to travel to NCC office locations globally and stay away from home on occasion.

Skills:

These 4 skill levels tell you about the level of expertise required for the job role at that level:

  • Awareness. You know about the skill and have an appreciation of how it is applied in the environment.

  • Working. You can apply your knowledge and experience of the skill, including tools and techniques. You can adopt those most appropriate for the environment.

  • Practitioner. You know how to share your knowledge and experience of this skill with others, including tools and techniques. You can define those most appropriate for the environment.

  • Expert. You have both knowledge and experience in the application of this skill. You are a recognised specialist and adviser in this skill including user needs, generation of ideas, methods, and tools. You can lead or guide others in best-practice use.

An application Support Analyst operations engineer maintains services and is responsible for conducting user and security administration. At this level, you will:

  • monitor applications and are accountable for batch processes

  • in some organisations, carry out the duties of an end user computing engineer, such as fixing technical problems, maintaining hardware, and liaising with the problem or incident manager

Skills needed for this role

  • Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets. (Relevant skill level: working)

  • Availability and capacity management. You know how to manage service components to ensure they meet business needs and performance targets. (Relevant skill level: working)

  • Change management. You can implement changes based on requests for change. You know how to apply change control procedures. (Relevant skill level: awareness)

  • Continual service improvement. You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies. (Relevant skill level: awareness)

  • Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. (Relevant skill level: awareness)

  • Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Relevant skill level: working)

  • Problem management. You can investigate problems in systems, processes, and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). You can contribute to the implementation of remedies and preventative measures. (Relevant skill level: awareness)

  • Service focus. You can take inputs and establish coherent frameworks that work. (Relevant skill level: working)

  • Service Management Framework knowledge. You have a Level 3 Service Management Framework qualification. (Relevant skill level: awareness)

  • Technical specialism. You can assist in technical support activities and carry out agreed / routine maintenance and administration tasks. (Relevant skill level: awareness)

  • Technical understanding. You know about the subject matter and understand what it involves. (Relevant skill level: awareness)

  • Testing. You can execute test scripts under supervision. You understand the role of testing and how it works. (Relevant skill level: awareness)

  • User focus. You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Relevant skill level: working)


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