Job Description – Software Applications Analyst by bih18524


									                     Software Applications Support Analyst


Software Applications Support Analyst


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

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
   •    Very strong customer service orientation.
   •    Experience working in a team-oriented, collaborative environment.

   •   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
   •   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
   •   Review training materials and documentation and keep them up to date.
   •   Performs other duties as assigned.


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