The Application Support Analyst I provides technical and operational support for a suite of related applications or services. Responsible for troubleshooting complex and non-routine technology issues, conducting basic 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. Assists in organizing and creating documentation and support resources for peers and contact center functions. Facilitates collaboration and information sharing among peers and across functions and serves as escalation point for application support issues that cannot be
resolved by the contact center.

Duties include:
1. 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.

2. Assist in development and maintenance of documentation and support resources for lower level support functions. Serve as escalation point for complex application support issues and engage other technical staff as needed to resolve the issue. Conduct training and development activities for end users. Assist in testing and evaluation of application changes and system upgrades.

3. Coordinate service improvement activities and facilitate collaboration and information sharing among peers and across functions.

4. Other duties as assigned.