Application Support Analyst

Job Description

How Will Your Role Impact First Command?

The Application Support Analyst works closely with their team and is responsible for maintenance and support of First Command's technology solutions and their corresponding business processes. This role requires troubleshooting, user support and documentation skills to facilitate the daily operations of First Command. Contributes to the administration of 3rd party software packages and platforms.

What Will You Be Doing?

• Engage with end users and provide a genuine experience
• Work with internal and external partners to resolve escalated issues
• Proactively build relationships with internal and external partners
• Perform extensive research of issues and document investigation for hand-off to development teams
• Identify, document, and communicate workaround procedures to stakeholders
• Create documentation that can be understood by various audiences
• Participate in Root Cause Analysis efforts to ensure issues are addressed to their fullest and help identify improvement opportunities
• Engage agile teams to learn new capabilities and functionality in preparation for release to users
• Continued education of First Command processes to better support the business
• Participates and engages in executing test plans created around new capabilities and functionality
• Support Management and proactively seek out improvement initiatives
• Ability to work independently and self-motivate
• Organize, lead, and/or facilitate team meetings with Business Owners, Partners, etc.

What Skills/Qualifications Do You Need?

Education

• Preferred - Bachelor's Degree

Work Experience

• 4-year Degree in Computer Science, Computer Programming or MIS
• Or 2+ years' experience

Knowledge, Skills and Abilities

• Required - Knowledge of SQL
• Required - Ability to work alongside others and be a team player
• Required - Troubleshooting and debugging
• Required - Experience with web-based technologies and Windows OS
• Preferred - Knowledge of at least 2 major business processes within First Command

Feeder Roles

• Application Support Associate
• Support Center Analyst

Career Path

• Senior Application Support Analyst
• Application Support Engineer

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