Application Support Analyst II

POSITION SUMMARY 

The Application Support Analyst II is responsible for providing advanced technical support, troubleshooting, and resolution of complex software application issues while ensuring systems operate efficiently and meet business needs. This role includes monitoring application performance, coordinating with vendors and developers, and working closely with end users to maintain stable, reliable operations and optimize functionality. In addition, the position supports IT operational processes by managing hardware and software requisitioning, maintaining accurate asset tracking and lifecycle management, and overseeing IT financial activities, including tracking, validating, and coordinating approval of IT invoices to ensure accuracy and alignment with contracts and budgets. 

LOCATION 

Onsite in Fort Wayne, IN  

COMPENSATION

This position offers a competitive compensation package, benchmarked to regional market standards. It consists of a base salary plus the opportunity for quarterly profit sharing after one year of employment.

RESPONSIBILITIES 

Application Support & Troubleshooting: 

• Provide first-line support for business-critical applications.
• Diagnose and resolve complex issues related to application performance, user access, and functionality.
• Collaborate with development teams to resolve advanced application bugs or system defects.
• Respond to escalated user queries and issues through established communication channels (e.g., email, phone, ticketing systems). 

Monitoring & Maintenance: 

• Monitor the health and performance of supported applications to ensure stable operations.
• Perform regular system checks to proactively identify potential issues.
• Apply patches, updates, and upgrades as required to maintain application functionality and security. 

User Support & Training: 

• Assist end users with more complex troubleshooting and application usage guidance.
• Develop and maintain user documentation, FAQs, and training materials, and lead user training sessions. 

Incident & Problem Management: 

• Manage incident tickets through resolution for assigned applications, ensuring timely communication and updates.
• Analyze recurring issues to help identify underlying root causes and support long-term solutions.
• Document known issues and contribute to a streamlined issue resolution process. 

Collaboration & Coordination: 

• Work closely with developers, IT infrastructure teams, and vendors to resolve application issues and ensure business alignment.
• Participate in application rollouts or upgrades to support integration and operational readiness. 

IT Operations Support & Financial Coordination: 

• Support IT operational processes by coordinating hardware and software requisitions to ensure the timely fulfillment of business needs.
• Maintain accurate IT asset records and oversee asset lifecycle activities, including procurement, assignment, inventory tracking, and disposition.
• Track and validate IT invoices against contracts, purchase records, and budgets to ensure accuracy and completeness.
• Coordinate invoice review and approval workflows with internal stakeholders and vendors to support timely processing and financial accountability. 

Reporting & Documentation: 

• Maintain accurate documentation for issues, resolutions, and application support processes.
• Assist with performance reporting for supported applications and identify areas for improvement.
• Stay informed on software versions, patches, and updates affecting supported applications. 

Continuous Improvement: 

• Participate in post-implementation reviews and support enhancements to application support processes.
• Stay current with emerging technologies and industry trends relevant to supported applications. 

REQUIREMENTS 

MUST HAVE 

• Bachelor's degree in computer science, business information systems, computer engineering, system analysis, or related field, or equivalent work experience.
• 2–4 years of application support experience in an enterprise environment. 
• Hands-on experience supporting SAP, with S/4HANA preferred. 
• Strong understanding of supported applications, including architecture, features, and functionality.
• Knowledge of application monitoring and diagnostic tools.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong customer service orientation and ability to work effectively with end users.
• The role may require occasional after-hours or on-call support based on business needs.

NICE TO HAVE 

• Familiarity with database management systems and basic query writing.
• Experience with scripting and automation tools is a plus.
• Familiarity with ITIL or other IT service management frameworks is preferred.