With minimal direction, the Application Systems Analyst II role is to provide stewardship of the application by delivering support to end users on how to effectively use the application in fulfilling business objectives. This includes providing application subject matter expertise; providing 3rd tier support for troubleshooting application issues for all internal/external customers, assisting with prioritization and resolution of defects / bugs and changes to the application to continue the maturity of subject matter expertise within the assigned applications. Provide guidance and suggestions to lower level Application Systems Analyst to help in maturing their application support model.
Provide 3rd tier support; review incoming incident tickets from internal/external end users and the Help Desk; quickly diagnose and assign relevant issues for further development or escalation to internal and 3rd party partners.
Participate in on-call rotation for after-hours emergencies, engage internal and 3rd party support teams to triage and resolve issues.
Perform Incident Analysis for low to mid-level incidents; provide reporting, incident summary and resolution to impacted internal/external and 3rd party partners.
Provide subject matter expertise and testing support to internal/external and 3rd party resources for low to mid-level incident, maintenance and project changes related to assigned applications.
Under minimal direction, coordinate development, testing and implementation of changes for low to mid-level incident and maintenance requests related to assigned applications; including post-resolution follow-up with impacted parties to ensure issue(s) have been adequately resolved.
Document and track end user application issues, including issue summary, proposed and approved solutions, implementation details, as well as Business and 3rd party approvals, through to final resolution.
Provide timely and concise communication regarding application errors, low to mid-level incidents, maintenance and project changes to key stakeholders, including management, business partners and applicable 3rd party participants.
Complete internal/external and 3rd party user access/entitlement requests as applicable for assigned applications.
Participate in validation of monthly patches and enterprise changes as applicable for assigned applications.
Monitor and maintain application KPI's (Key Performance Indicators) and identify trends or problems (as defined under ITIL).
Perform low to mid-level ad hoc report creation for the purpose of providing users with information customized to specific business needs.
Third party vendor liaise
Liaise with 3rd party partners and internal infrastructure teams in order to resolve server / database / network / middleware / job scheduling and related issues.
Organize and facilitate weekly meetings with business and vendor regarding issue/enhancement or related work items.
Provide superior customer service, with the ability to work with all levels within the organization.
Participate in development and maintenance of the application support plan, working with all support teams and 3rd party vendors to maintain application stability.
Maintain SharePoint application site for assigned applications.
Work with business users to understand and document priorities and schedule all instances where enhancements and defect resolution are required.
With minimal direction, facilitate weekly team review of all open incident, maintenance and project requests to ensure timely resolution of all requests for assigned applications.
Continue refinement of knowledge and skill sets needed to perform as a subject matter expert on assigned application's functionality; how it is used by the end users, how it interfaces with other supported systems, and supported by the organization.
Manage low to mid-level change control implementations for designated applications and impacted systems.
Liaise with both IT Project Management and Business Project Management during entire SDLC (Software Development Life Cycle) for assigned applications.
Execute feedback mechanisms for end users. With minimal direction, analyze results, make recommendations for support process improvement, and support implementation of low to mid-level changes.
College diploma or Bachelor's degree in the Computer sciences, Information Systems, and/or 4 years equivalent work experience.
In-depth, hands-on knowledge of and experience with enterprise desktop and web based applications, including Browsers, MS Office, GUI based applications.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Able to develop and interpret technical documentation for training and end user procedures.
Knowledge of trends in technology relating to software applications.
Experience with maintaining databases or logs for problem tracking.
Good understanding of the organization's goals and objectives.
Highly self-motivated and directed.
Experience in monitoring of service thresholds and managing third party applications and systems.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to conduct research into application work-flows, as well as technical application issues.
Provide superior customer service.
Knowledge of programming languages/scripting and techniques including (SQL, Visual Basic, etc.)
Excellent written, oral, interpersonal, and presentational skills.
Experience working in a team-oriented, collaborative environment.
Waddell & Reed Financial, Inc