Senior Application Support Analyst

General Function / Summary:

The Senior Application Support Analyst is responsible for the coordination of troubleshooting issues in the software and hardware applications within the organization by working with internal and external partners. This role serves as the technical expert for application support team.

Essential Duties

• Respond to associate inquiries through the company IT ticketing system.
• Answer second level support tickets escalated by the Support Center Tier 1.
• Identify and improve internal processes to ensure work is completed efficiently.
• Develop and implement processes, systems, and technology to support and enhance the technical support function; capitalize on industry best practices to scale with the business.
• Assist with maintenance and enforcement of software configuration management policies and plans across the development teams.
• Monitor existing dashboards for application uptime.
• Communicate with members of the development and functional teams to get the additional information needed to solve issues with nebulous requirements.
• Mentor and assist with continuing education for Application Support team for systems, tools, SQL scripts, etc.
• Audit databases for errors concerning customer loans.
• Provide support for all internal and third party developed applications.
• Research and reproduce issues in test environment.
• Other duties as assigned.
• Document solutions in the knowledge base.
• Understand how software application supports complex business logic.
• Ensure optimum levels of service, quality, and availability are maintained within service level agreement (SLA) limits.
• Escalate issues to third party technical support with appropriate documentation.
• Establish level of priority and business impact.
• Provide expertise and customer service support to internal teams.
• Inform the legal team of any potential issues impacting customers.
• Escalate tickets to third tier development teams with appropriate documentation.
• Provide production application support.
• Partner with software developers and QA engineers prior to production release to ensure smooth transition into production.
• Provide application update and release support.
• Interpret and implement guidance from legal and compliance team to resolve customer or bank issues.
• Collaborate with the primary developer for any new project to transfer knowledge and become familiar with the system.
• Partner with the development team to organize approved changes into work packages that correspond with system update releases.

Minimum Education And Experience Required

• Bachelor’s degree in relevant field of study or equivalent experience
• 4+ years of experience working in support, testing, quality assurance
• Proficient in understanding Microsoft SQL server
• Proficient with SQL queries and databases
• Strong communication and attention to detail skills
• Proficient in Microsoft Office programs
• Ability and willingness to consistently live and embrace our core values of accountable, inclusive, transparent, and focused 

Physical Demands

• Standard office environment, remote eligible 
• Extended typing 
• Extended viewing of computer screens 

Travel: N/A

Supervisory Functions: N/A

All the above duties and responsibilities are essential job functions. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Associates may be required to perform these and any other job-related instructions as requested by their manager, subject to reasonable accommodation. Nothing in this document alters the at-will nature of employment with CNG Holdings, Inc and its subsidiaries.