Applications Support Engineer

• Maintains and monitors support queues and service level agreements. Supports other parts of IT in application related requests (e.g., tickets that are assigned).
• Investigates, triages, and troubleshoots escalated issues and system outages. Performs root cause analysis and exercises appropriate problem management strategies.
• Facilitates change management processes, including the development and execution of test scripts, communication plans, implementation plans, and rollback plans.
• Assists in training other operational teams and creating documented procedures to use in the incident process. Troubleshoots and responds to incidents that have been escalated in the support queue. Updates and creates process documentation, procedures, and policies. Keeps documentation up to date and works with IT teams and assigned business stakeholders to address concerns and maintain dictated standards and policies.
• Assist in providing training for other IT teams and business users.

• Bachelor's degree in Computer Science, Information Technology, or a related field or an equivalent combination of education and experience required.
• Minimum two (2) years of experience Business, Systems and/or Application Analysis.
• Minimum three (3) years of experience within Systems or Application Support.
• Experience in supporting Public Cloud and SAAS technologies.
• Strong documentation and communication skills.
• Advanced and resourceful troubleshooting and solutioning.
• Must have working knowledge of SaaS products.
• Must have working knowledge of Integration applications.
• Demonstrates strong analysis, advanced troubleshooting, and solutioning skills; meets multiple deadlines; uses discretion and independent judgment; implements process improvements with leadership direction; and adapts flexibly to changing environments.

IT Avalon