Application Support Specialist
DePaul
- Rochester, NY
- $26.44-27.34 per hour
- Permanent
- Full-time
- Creates user documentation, requirements and/or technical specifications for systems & business-related change requests.
- Provides Level 2 application support on incidents escalated by the Service Desk.
- Participates in knowledge transfer through timely documentation of solutions for reference by all team members, training Service Desk resources to improve support capabilities of Level 1 support and looking for opportunities to augment Level 0 support resources to help evolve self-service catalog.
- Executes test scripts; documents and analyzes software defects; produces metrics and reports results.
- May be asked to analyze application data, identify trends, and contribute to data-quality and/or process improvement initiatives so the business can benefit through improved efficiency.
- Associates Degree in Technology-related field or equivalent professional experience/certifications.
- Minimum 2 years of experience in a related field.
- Strong analytical, troubleshooting, problem solving, and prioritization skills. Ability to handle a multitude of tasks and changing priorities to ensure timely completion.
- Extreme attention to detail is required.
- Excellent interpersonal and communications skills (written and verbal). Highly collaborative with business and technical stakeholders alike.
- Ability to interpret and understand requests from, and work well with, stakeholders at all levels within the company as well as vendors/contractors.
- Must hold a valid driver’s license with no restrictions and possess reliable transportation.
- High level of comfort working with a ticketing system and observing best practices managing incidents, requests, and changes.
- (Preferred) Knowledge of Property Management (Yardi) and/or HER systems
- (Preferred) Experience supporting the use of complex enterprise application software (whether SaaS or on-premises).
- (Preferred) Understanding of ITIL (or similar) service management framework and related principlesrequired.