Application System Administrator

Description

Primary Responsibilities Provides technical support to internal and external users of Company proprietary software by Responding to support requests within stated guidelines and contractual Service Level Agreements (SLAs)
Analyzing problems and communicating with end users and department managers to assess needs and determine optimum solutions to concerns and/or requests that incorporate user needs and cost efficiency
Executing required repairs/solutions
Documenting all communication and tasks performed including closing out support requests when completed
Keeping manager, clients, PMs, and others as needed, informed of current issues
Demonstrating a consistent and positive client support orientation
Supports continual Application Support improvement efforts by Documenting and/or updating all support processes
Designing and documenting Applications Support decision diagrams
Serving as business liaison; coordinating with Software Developers, end users and product management to maximize sharing of product information
Performing training as requested
Tracking and escalating production issues
Acting as an escalation point for junior members of the team
Managing or helping to manage projects of small to medium scope
Participates in Application Support initiatives by Performing product deployments in accordance with the Company SDLC
Researching and/or recommending performance enhancements
Participating in trend analysis, user satisfaction reviews, etc.
Participating in preparation efforts for new releases including testing and implementation tasks
Training staff on departmental processes and documentation methods
Mentors team members by Training staff on departmental processes and documentation methods
Training technology staff on Company proprietary software
Assisting staff with problem solving and troubleshooting issues
Maintains Quality Service and Departmental Standards by
Reading, understanding and adhering to organizational Standard Operating Procedures (SOPs)
Assisting in establishing and enforcing departmental standards
Participating in the modification of company SOPs related to Applications Support Creating and maintaining departmental work instructions