[Hiring] Application Analyst in Frisco

PRIMARY JOB ACCOUNTABILITIES

· Support – Ability to understand the different areas of support and provide superior care in all areas. This includes, but is not limited to Carriers, Customer, Transplace Operations, Sales, and Infrastructure.

· Process – Adhere to a high standard of quality through compliance with Transplace Developmental Guidelines, recommendation of changes to improve quality, and knowledge of procedure to approve and implement these changes. Record time for all assigned issues in accordance with the Transplace Development Guidelines. A thorough understanding of the Transplace implementation of the Atlassian issue tracking and management application, including the roles and responsibilities as prescribed in the Transplace Demand Management process.

· Planning and Execution – Assignment of tasks to resources to distribute the workload based on skills and work experience. Reassignment as needed based on hot priorities.

ESSENTIAL FUNCTIONS AND TASKS

· Technical liaison for end users. Ability to understand issues and translate technical aspects into common end user understandable language.

· Accurately determine source of issue, reproducing issue in non-production environment, and documenting issue in known issues database. Escalate incident to appropriate level 3 team for resolution.

· Use prescribed tools for monitoring and alerting of system issues. Determine impact and escalate accordingly. Inform user base in a timely and clear manner, providing updates until resolution.

· Grant appropriate access to requested resources, following prescribed authorization process.

· Prompt, timely, and courteous communication with end users on status updates, issue notifications, etc.

· Understand an issue and assign the appropriate priority based on user impact, financial impact, external vs. internal impact, # of users, and severity.

KNOWLEDGE AND EXPERTISE

· Application Environment - A practical understanding of the application ecosystem in which a software application is deployed.

· IT Assets - A practical understanding of the different hardware and software that is deployed throughout Transplace, including inventory control.

· Customer Knowledge - A practical understanding on how the different Transplace accounts and customers utilize Transplace applications and the available features.

· Transplace Expertise - Understand and know the Mission, Values and Goals, organizational structure, company history, how we function internally, administration, best practices, processes, behavior, the complete Transplace order-to-cash, etc.

SKILLS

· Understanding of ITIL and ITSM processes.

· Ability to understand and execute scripts to query or modify application data.

· Ability to understand technical requirements and how it affects applications we support.

· Working understanding of Active Directory and Windows domain security, JIRA, support tools.

· Understanding of user setups and security protocols.

· Proficient in Office and desktop applications.

· Understanding of computer hardware and software and how to troubleshoot and resolve common problems.

· Ability to troubleshoot and diagnose problems with user environment and applications.

· Understanding of inventory management.

EXPERIENCE

· 1 or more years support experience

EDUCATION

· College degree preferred

PLEASE APPLY AT:

https://rew31.ultipro.com/TRA1017/JobBoard/JobDetails.aspx?__ID=*294424CD6C75DDEE