Application Support Analyst I

Role Overview

• The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users.
• Fulfill service requests and identify and coordinate incidents through resolution.
• Coordinate customer communications.
• Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools.
• Troubleshoot and resolve customer issues.
• Coordinate efforts with appropriate assignees when needed.
• Track and manage issues and requests through resolution.
• Test and replicate defects reported. Test and confirm resolution.
• Communicate issue progress, workarounds, resolution and other follow-up activities with customers.
• Provide data and reporting to DCI team members upon request.
• Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues.
• Identify opportunities for system and process improvements.
• Assist in process development and enhancement in accordance with ITIL best practices.
• Participate in creation and maintenance of systems and technical documentation.
• ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.

Requirements

REQUIRED SKILLS AND QUALIFICATIONS

MINIMUM QUALIFICATIONS

• 3+ years of work experience in Application/Software Support in SAAS environment
• Advanced written and verbal communication skills
• Strong mathematical, problem solving and analytical skills
• Experience with ticketing systems Zendesk and JIRA

COMMUNICATION SKILLS

• Communicate effectively in group or individual situations in order to clarify needs and instructions
• Communicate professional and respectfully with internal/external clients and co-workers
• Read and interpret written information and procedural documentation
• Communicate effectively verbally and in writing using accurate grammatical form
• Maintain confidentiality

RESPONSIBILITIES AS A TEAM MEMBER

• Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
• Demonstrates excellence in work standards, is tenacious in completing tasks
• Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
• Works well with other team members and departments
• Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
• Requests support from team with ample time to accommodate the support request in order to meet deadlines
• Ensures effectiveness in processes to achieve/seek best practice
• Follow-up assignments will be completed and communicated as agreed

EQUIPMENT NORMALLY USED

• Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
• May use other office equipment as needed

PHYSICAL AND MENTAL DEMANDS

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.

• The employee must be able to sit for extended periods of time entering data into multiple systems
• The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
• The employee may be required to answer the phone as well as respond to team members and internal customers
• The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
• The employee is frequently required to stand, walk, and talk for an hour or more
• Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
• Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
• Air and or ground travel upon demand

Tech Stack

• Cyber Security

Benefits

♥️What's in It for You?

• 16 paid holidays, including your birthday! We believe celebrating you is just as important as the work you do.
• Paid Time Off and Paid Sick Time
• Employee Recognition Program
• Employee Assistance Program
• Referral Program, get extra rewards for referring your friends to work with Acumen!
• Paid Parental Leave
• Be a part of a mission driven culture where you can make a real impact
• Medical, Dental & Vision coverage
• 401(k) with company match
• Voluntary benefits, including Pet Insurance