IT Analyst, Application Support

NESCO Resource Allentown, PA


Job Description

Job Description

The IT Analyst will work within a team of Application Support Analysts on a day to day basis covering the whole spectrum of supported Applications and Systems in use at Fisher Clinical Services.





The IT Analyst has a good knowledge of business systems and applications and will participate in delivering an outstanding customer focused service. This includes the daily organization, prioritization and resolution of requests; ensuring applications and systems supported by the function perform and are available to the user community within agreed SLA's and KPI's.





The IT Analyst provides expertise in areas of application/software fixes, tuning, performance monitoring, troubleshooting, deployments, support, and documentation of standards and procedures for the administration and maintenance of all supported environments.





Minimum Qualifications:




  • 5+ years' experience that is directly related to Application Support duties and responsibilities.

  • Proficient with development tools, specifically .NET, asp, SSIS and SQL.

  • Strong understanding of relational databases, ERP applications, web technologies, Microsoft operating systems and servers.





Preferred Qualifications:




  • 4 year degree from an accredited institution or equivalent work experience preferred.

  • Experience should be concentrated in client relationship management.

  • Good interpersonal skills are a must.




  • Specific experience with the following a plus: Oracle Database and Application Support, Data Governance (IDQ), Data Integration (ETL), Web Apps (Angular JS).

  • Familiar with business analysis techniques which help in modeling and understanding business operations

  • ITIL Foundations or higher





Responsibilities:




  • The IT Analyst will work within a team of Application Support Analysts on a day to day basis covering the whole spectrum of supported Applications and Systems in use at Fisher Clinical Services.

  • The IT Analyst has a good knowledge of business systems and applications and will participate in delivering an outstanding customer focused service. This includes the daily organization, prioritization and resolution of requests; ensuring applications and systems supported by the function perform and are available to the user community within agreed SLA's and KPI's.

  • The IT Analyst provides expertise in areas of application/software fixes, tuning, performance monitoring, troubleshooting, deployments, support, and documentation of standards and procedures for the administration and maintenance of all supported environments.

  • Respond to and resolve incidents/faults logged against applications/systems supported by the Application Support team to agreed SLA's and KPI's.

  • Monitor service requests for supported business applications/systems, ensuring full compliance to agreed SLA's, security policies and procedures.

  • Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents.

  • Ensure any quality management processes to the team's activities are followed, e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose.

  • Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Applications Support team.

  • Provide assistance to the Applications Development team with testing and deployment of application/software changes/releases through the formal change management processes.

  • Act as a Subject Matter Expert in the process of integrating and releasing new application/software functionality into 'business-as-usual' environment, ensuring all service acceptance and operational deliverables have been successfully developed and agreed prior to handover.

  • Develop and maintain standard support procedures and other documentation as required to ensure the support, availability and continuity of IT services to agreed SLA's and KPI's.

  • Proactively monitor applications/systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring/maintenance procedures.

  • Participate in service operational reviews, ensuring SLA, KPI and other data/information is provided to assist with such reviews. Identify improvements to the services provided.

  • Participate in a planned program of professional development in order to maintain growth in professional skills and knowledge.