Application Support Analyst
- Convergeone India
- 1 - 3 years
- Hyderabad
- 4 months ago
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Job Description
The Application Support Analysts role is to deliver effective and efficient support to ConvergeOne internal end users in their use of multiple enterprise business applications to fulfill business objectives . This includes troubleshooting applications and software for all internal customers, such as sales, finance, operations, admin teams, and other business units. Supported applications include Microsoft GP, Microsoft CRM, Alert.Net, Connectwise , SharePoint, and reporting applications. The Application Support Analyst is also responsible for identifying common issues and recommending appropriate solutions. This role is also responsible for communication/coordination with the IT Service Desk on new application functionality and training.
Qualifications
- Bachelors degree in IT or equivalent experience is required
- 4 or more years experience i n application support
- Proficient in Microsoft CRM, Mic rosoft GP , Connectwise , and Sharepoint is strongly preferred
- Proficient in Microsoft Office is required
- Excellent verbal and written c ommunications skills are a must
- Familiar with standard concepts, practices, and procedures related to business applications support
Responsibilities
- Field s incoming problem tickets escalated by the end user Service Desk to resolve business application issues, onboard/offboard users, provide access, and perform other application tasks in support of end users
- Work s with the Service Desk Team to respond to requests from business users. Creatively resolve issues, answer questions clarify business processes, design and develop enhancements, troubleshoot and fix bugs
- Prioritize s , schedule s , and administer s all instances where enhancements and defect resolution are required
- Record s , track s , and document s the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Ensure s proper categorization of ticket types, severities, resolutions, and root c auses in the ticketing system
- Communicate s common application issues and proposed solutions to key stakeholders, including management, development teams, end users, and unit leaders
- Test s fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
- Identifies and learn s appropriate software applications used and supported by the organization
- Create s and deploy s feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes
- Documents resolution procedures for common issues in knowledge base articles, trains Service Desk staff to use the procedures for resolving user issues, thereby reducing the flow of tickets to the Tier 2 support team
- Works proactively with Application System Administrators to identify and learn additional application related activities, thereby freeing up time for the Application Administrators to focus on higher complexity activities
- Evaluate s documented resolutions and analyze trends for ways to prevent future problems
- Work s with company s software suppliers for prompt rectification of any problems or emergencies
- Contribute s to system testing and user acceptance testing phase of development by evaluating new functionality
- Assists with regression testing of business application access and functionality in support of projects
C1 BENEFITS 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
HSA with + Employer Contribution
In-vitro Fertility (treatment coverage)
Dental
Vision (2 plans: 12-month and 24-month frames allowance)
FSA Plans (Healthcare, Dependent care and Limited Purpose)
Pre-tax Commuter Plans
Employer-paid Life Insurance
Employer-paid Short + Term Disability
Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
HSA with + Employer Contribution
In-vitro Fertility (treatment coverage)
Dental
Vision (2 plans: 12-month and 24-month frames allowance)
FSA Plans (Healthcare, Dependent care and Limited Purpose)
Pre-tax Commuter Plans
Employer-paid Life Insurance
Employer-paid Short + Term Disability
Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
Paid Parental Leave (4 weeks at 100%)
Employee Assistance Plan
Voluntary Life Insurance
Legal/ID Theft Plans
TeleHealth Options
Wellness via Omada Health (healthy living solution)
Travel Assistance
Business Travel Accident Coverage
Employer-paid Pet Telehealth
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Volunteer Time Off
Employee Assistance Plan
Voluntary Life Insurance
Legal/ID Theft Plans
TeleHealth Options
Wellness via Omada Health (healthy living solution)
Travel Assistance
Business Travel Accident Coverage
Employer-paid Pet Telehealth
Accident Insurance
Critical Illness Insurance
Hospital Indemnity Insurance
Volunteer Time Off
On Demand Pay (Daily Pay)
Job Classification
Industry: Telecom / ISPFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: System AnalystEmployement Type: Full timeContact Details:
Company: Convergeone IndiaLocation(s): Hyderabad+ View Contact
Keyskills: Application support PDF Process improvement Healthcare Wellness HTTP Application development Troubleshooting User acceptance testing CRM
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