Software Applications Support Analyst Title Software Applications Support Analyst Description The Software Applications Support Analyst’s role is to deliver support to end users so that they may use the various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, sales, accounting, and other business units. This person in this position is responsible for extracting data in the form of queries and reports from the applications’ underlying databases, as well as assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware. Position Requirements • College diploma or university degree in the field of computer science, information systems, or education, or 3-5 years equivalent work experience using and/or supporting software applications. • Working knowledge of human resources, payroll, CRM, and/or accounting software applications. • Previous experience with Microsoft Dynamics Great Plains, Microsoft CRM, and report writing is desirable. • General knowledge of relational database design is desirable. • Experience with staff development and/or human resources management. • Knowledge of trends in computer technology relating to software. • Good understanding of the organization’s goals and objectives. • Excellent written and oral communication skills, including instructional and presentation skills. • Excellent interpersonal skills, with a focus on motivational skills and positive attitude. • Ability to present ideas in business-friendly and user-friendly language. • Highly self motivated and directed. • Ability to absorb new ideas and concepts quickly. • Good analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Very strong customer service orientation. • Experience working in a team-oriented, collaborative environment. Responsibilities • Field incoming problem tickets from end users to resolve application and software issues. • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems. • Communicate application problems and issues to key stakeholders, including management, end users, and the software vendors. • Create reports using application tools to present necessary information to end users. • Understand the applications’ underlying database structure in order to create queries and reports. • Meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve systems issues. • Maintain and enhance performance of all software applications across the organization. • Identify and learn appropriate software applications used and supported by the organization. • Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems. • Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications. • Conduct research on software and hardware products to justify recommendations and to support purchasing efforts. • Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems. • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved. • Design, develop, and deliver software applications training programs and individual classes. • Present instructor-led training sessions. • Develop and deliver new courses for new and existing software applications, including all course materials, exercises, and skills evaluations. • Review training materials and documentation and keep them up to date. • Performs other duties as assigned. .
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