Application Support Analyst | IT Product Management Department

Additional Locations : NA Primary Locations : OH, Kent, 1500 N. Mantua St., 44240 Requisition ID : 196708 Position Overview Summary : We are seeking a dedicated and skilled Application Support Analyst to join our dynamic team.

As an Application Support Analyst, you will play a crucial role in ensuring the smooth operation of our software applications.

You will be responsible for troubleshooting technical issues, providing timely support / training to end-users, documenting processes, performing user acceptance testing, providing onboarding and implementation guidance, and collaborating with various teams to optimize application performance.

To succeed in this role, you should have a natural analytical way of thinking, excellent communication skills to be able to explain difficult concepts to non-technical users and a passion for delivering exceptional and empathetic customer service.

Role will engage directly with IT product management, development teams and the business to implement and support solutions designed for the user experience first.

This position is eligible for remote work. Duties and Responsibilities (Essential Job Functions) : Technical Support : Provide frontline support for software applications, promptly responding to user inquiries and technical issues via email, phone, or ticketing system for enterprise-level application systems.

Troubleshooting : Research, diagnose, and resolve application-related issues by conducting thorough analysis, identifying root causes, and implementing effective solutions for how to resolve an issue.

Documentation : Maintain comprehensive documentation of support processes, troubleshooting procedures, and resolutions to facilitate knowledge sharing and enhance team efficiency.

Document actionable bugs and provide detailed reports to developers for resolution.* Testing and Quality Assurance : Collaborate with development teams to conduct testing and quality assurance activities, ensuring that software updates and enhancements meet performance standards and use requirements.

Follow best practices for change control of proposed solutions.* Monitoring and Maintenance : Monitor application performance, system alerts, and error logs to proactively identify potential issues and implement preventive measures to optimize application stability and reliability.

• User Training : Provide training and guidance to end-users on application usage, features, and best practices to enhance their proficiency and maximize the value of the software.
• Collaboration : Collaborate with cross-functional teams, including developers, system analysts, and project and product managers, to address complex issues, prioritize tasks, and implement improvements to meet business objectives.
• Gap Identification : Conduct thorough evaluations of existing system designs to identify gaps in current system functionalities and processes for new sites to be onboarded.
• Implementation : guide stakeholders on configuration and set up of new sites.* Perform other related duties as assigned.

Follow all company policies, procedures, and work rules. Qualifications Required : A minimum of 3 years of experience in application support, technical troubleshooting, or help desk support roles.

Required : Strong analytical and problem-solving skills with the ability to think critically and logically under pressure.

Required : Excellent technical troubleshooting skills. Required : Exceptional customer focus and empathy. Required : Ability to communicate effectively, both verbal and written, and be able to convey technical concepts to non-technical users.

Must be ale to interact professionally and confidently at all employee levels. Required : Must be able to work in a fast-paced team-oriented collaborative environment with demonstrated ability to juggle and prioritize multiple, complex tasks and demands.

Must be comfortable with ambiguity and able to forge