Target salary is $46,000 – $55,000 depending on candidate’s experience and qualification.
Internal Number: 20165813S
The Application Support Analyst II provides technical and operational support for a suite of related applications or services. Responsible for troubleshooting complex and non-routine technology issues, conducting analysis of customer needs, and recommending solutions or services to meet those needs. Applies in-depth application and service knowledge to solve technology problems and fulfill service requests. Focuses on customer needs and effectively communicates with both technical and non-technical end users. Responsible for organizing and creating documentation and support resources for peers and contact center functions. Coordinates small projects or service improvement activities and facilitates collaboration and information sharing among peers and across functions. Serves as escalation point for the most complex application support issues and engage other technical staff as needed to resolve the issue.
Job duties include:
Provide advanced technical and operational support for a suite of related applications or services. Troubleshoot application issues, independently assess customer needs, and recommend the most appropriate solution. Apply in-depth application and service knowledge to solve technology problems and fulfill service requests. Focuses on customer needs and effectively communicates with both technical and non-technical end users. Ensure escalated issues are addressed in a timely manner and that established service levels are consistently achieved. Facilitate customer communications during service interruptions or outages
Develop, maintain, and organize documentation and support resources for peers and lower level support functions. Serve as escalation point for the most complex application support issues and engage other technical staff as needed to resolve the issue. Aid in the creation of training and proactive support resources and conduct training activities. Assist in testing and evaluation of application changes and system upgrades.
Coordinate small projects or service improvement activities and facilitate collaboration and information sharing among peers and across functions.
Other duties as assigned
To fully be considered for this position, please apply at the following link on or before 11/21/23:
