Job Description
Job Description
Job Description
Position Overview:
The A pplication Support Analyst will be tasked with offering technical assistance for incidents escalated beyond the service desk, which involves diagnosing issues with EAM /CMMS applications and software for end users. The Support Analyst will also contribute to project initiatives and engage in tasks involving software configurations and data translation activities. This is an on-site position in Memphis TN.
Responsibilities:
- Handling incoming technical support tickets from users to address application and software issues
- Conducting account administration tasks related to maintenance and reliability technologies
- Taking technical support calls and documenting support tickets as needed
- Recognizing opportunities for enhancing related technologies and documenting them
- Informing key stakeholders, such as management, development teams, users, and unit leaders, about application problems and issues
- Recording, tracking, and documenting the problem-solving process, including successful and unsuccessful decisions and actions taken, until final resolution in the IT service desk system
- Testing solutions and conducting follow-ups after resolution to ensure issues are fully addressed
- Assisting in developing and maintaining user manuals and guidelines
- Performing preventative maintenance, including installing service packs, patches, hot fixes, etc.
- Analyzing and evaluating existing business systems and procedures
- Consistently writing, translating, and coding software programs and applications based on specifications
- Collaborating with vendors for efficient implementation of new software products or systems and resolving any adaptation issues
- Working with colleagues in the department to determine the best approaches for issue resolution
Qualifications:
- Certificate, Diploma, or Degree in Information Technology, Engineering, or Management Information Systems from an accredited institution, or a minimum of 3 years of pertinent experience
- Expertise in one or more of the subsequent technologies: relational databases and associated tools, Java programming, Websphere or similar middleware platforms, .NET framework, SharePoint/Office 365, Business Intelligence (BI), and/or reporting platforms
- Familiarity with additional software such as IBM Maximo, other Enterprise Asset Management (EAM) or Computerized Maintenance Management System (CMMS) solutions, Emerson AMS, PTC/ThingWorx, OSIsoft Pi, or similar data historian systems is advantageous.
- Utilizes expertise and abilities across various routine tasks
- Addresses unique client inquiries and investigates with support from colleagues when necessary
- Demonstrates problem-solving skills and evaluates solutions, adhering to standard operating procedures when applicable
- Possesses strong organizational capabilities and adeptness in prioritization
- Contributes effectively to team objectives, enhancing team efficiency
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