Senior Application Support Analyst

Systems & Software

Location: Winooski, VT

Type: Full Time

Education: No Ed Requirements

Experience: 5 - 10 Years

We are looking for a Senior Application Support Analyst to join our support team.

Systems & Software, a subsidiary of Harris Computer Systems, has been a top-rated Customer Information System (CIS) provider to municipal and investor-owned (IOU) electric, water and gas utilities for over 40 years.  With an unrivaled track record of success, our web-based enQuesta Software drives advanced business performance and customer engagement.

We are searching for someone who brings fresh ideas, demonstrates a unique and informed viewpoint, and enjoys collaborating with a cross-functional team to manage real-world solutions and positive user experiences at every interaction. The successful applicant will be involved with application support in our CIS, enQuesta.  You will work with our business users along with product and technology teams to enhance, develop and add new functionality to our CIS. As an experienced analyst, your triage skills will help ensure we’re doing the most important work first.

Reporting to the Triage Manager, the senior application support analyst will:

  • Manage and triage incoming external and internal stakeholder requests via JIRA Service Desk
  • Lead with curiosity to work with customers to debug and troubleshoot our applications and become a functional expert for our CIS and related applications.
  • Solve complex challenges – use your research and superior communication skills to provide clear and accurate resolution paths on incoming tickets in accordance with SLA’s
  • Make an impact, build relationships & provide meaningful solutions to stakeholders
  • Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments
  • Contribute to the enhancement of our application support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client
  • Understand and translate complex product and technical concepts to non-technical audiences
  • Be part of an exciting application support team that thrives on meeting and exceeding expectations
  • Manage multiple priorities and own your work from end to end
  • This role has a rotating on-call component that requires some work outside of normal business hours

What you bring:

  • 5+ years of experience in an Application Support role
  • Strong communication skills & bias for action
  • Practical experience and a deep understanding of ITIL incident management, problem, and change management
  • Curious and independently minded with a proven ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
  • Strong communication skills & bias for action

 

Serious bonus points if you have:

  • Experience managing multiple testing environments (UAT, Staging, Pre-Prod) and related contentions
  • Experience with release management principles and methodology
  • experience working with SQL
  • 2+ years of experience working with JIRA Service Desk or similar (ZenDesk, Intercom, etc.) and various plug-ins/automated workflows for ticket and incident management

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