App Support Analyst II

Principal Duties And Responsibilities:

• Provides an escalation point of contact for Information Technology or Loan Processing staff assisting users experiencing non-routine or complex computer-related problems involving a large variety of applications software. Handles unresolved trouble calls from other support personnel.
• Serves as a technical liaison between the Information Technology or Loan Processing and other departments, vendors or outside agencies to investigate and resolve problems on assigned systems.
• Effectively assists end users with questions and problems on assigned systems to enable users to obtain accurate and complete information and understand how to use the system. May assist in building reports or workflow as needed.
• Analyzes and evaluates incident reports and makes recommendations to reduce recurrence of problems. Consults with developers or software vendors to explain software errors or recommend changes.
• Confers with staff, users, vendors, and department managers to determine requirements for new or modified applications. Tests new applications for usability and proper function.
• Revises, analyzes, and modifies existing applications in order to fulfill business needs. This may require some coding and/or the scripting and automation of application tasks.
• Supports the administration of business applications. Provides assistance in determining requirements for and implementing new systems and changes or upgrades to existing systems.
• Consistently meets assigned project deadlines and goals while ensuring systems support expectations are maintained.
• Ensures the availability of user-friendly, current documentation on the use of SCCU software applications in order to minimize recurrence of user-created difficulties. May create documentation as needed.
• Provides after hours on-call support for critical production systems as needed.
• Periodically works evenings/weekends while implementing or repairing hardware or software so as not to impact the daily production systems.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Prior Education & Experience:

Level II: 3-5 years computing and application support; or combination of applicable experience, education, and training required.

Associates degree, technology related course of study and/or the equivalent specialized training in a recognized technical program or vocational school required. Microsoft certifications preferred.