Application Support Specialist (Hybrid)

The Application Support Specialist will work closely with our development and product teams to provide top-tier support for our suite of custom applications. This role demands a technically adept individual who can navigate the complexities of application functionality, system configuration, and issue resolution, ensuring optimal performance and user satisfaction.

Essential Job Duties

• Incident Management: Register, classify, prioritize, and manage incidents reported by users. Ensure timely resolution or escalate to Solutions Architect when necessary.
• User Support: Provide second-level support for our custom applications. This includes troubleshooting application issues, software bugs, and system configuration problems.
• Issue Resolution: Diagnose, troubleshoot, and identify solutions to resolve customer issues. Document troubleshooting and problem-resolution steps.
• Feedback Loop: Work closely with the development team to report bugs, suggest improvements, and provide feedback from users. Maintain detailed and up-to-date documentation on issues, resolutions, user guides, and FAQs.
• Development Support: Collaborate with the development team to enhance the application and implement fixes. Test updates and fixes from the development team, ensuring minimal impact to end users.
• Continuous Learning: Stay updated with application changes, updates, and new features to provide accurate support to users.
• System Monitoring: Monitor application performance and report any anomalies or outages to the development team.
• Collaboration: Liaise with the development and QA teams for issue replication, testing, and resolution.
• Document: Develop and update user manuals, documentation, and training materials. Conduct training sessions and workshops for users on application features.
• Data Management: Manage and monitor application data to ensure data integrity and security. Assist in data migration during application upgrades and implementations.
• Performance Monitoring: Regularly evaluate application performance. Proactively address and resolve issues that could impact system performance and capabilities.
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program.
• All other duties as assigned

Requirements

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusive, and Teamwork
• Ability to perform as a responsible ESOP owner making daily decisions to benefit the client and the company
• Bachelor's degree in Computer Science, Information Technology, or related field
• Minimum of 2 years in an application support or technical support role. Prior experience with custom application support preferred.
• Solid understanding of JavaScript, VBScript, Laravel, SQL required
• Knowledge of application development lifecycle and methodologies
• ITIL, CompTIA, or other relevant certifications are advantageous
• Ability to diagnose and troubleshoot application issues
• Exceptional verbal and written communication skills. Ability to translate technical jargon into layman's terms for non-technical users.
• Strong customer service orientation and experience in a user-facing role
• Ability to work effectively in a collaborative team environment
• Capable of analyzing information and using logic to address work-related issues and problems
• Strong organizational and multi-tasking skills
• Able to adapt to changes in technologies and embrace new practices

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business need, job requirements and individual qualifications, and merit.