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Application Support Analyst | IT Product Management Department Job in Kent, Ohio US

Job Summary

Company: The Davey Tree Expert Company
Location: Kent, OH
Industries: Government and Military
Job Type: Full Time; Employee
Years of Experience: 2+ to 5 Years
Job Reference Code: 79057891

Application Support Analyst | IT Product Management Department

About the Job

Additional Locations:NA

Primary Locations:OH, Kent, 1500 N. Mantua St., 44240

Requisition ID:196708
Position Overview

Summary: We are seeking a dedicated and skilled Application Support Analyst to join our dynamic team. As an Application Support Analyst, you will play a crucial role in ensuring the smooth operation of our software applications. You will be responsible for troubleshooting technical issues, providing timely support/training to end-users, documenting processes, performing user acceptance testing, providing onboarding and implementation guidance, and collaborating with various teams to optimize application performance.

To succeed in this role, you should have a natural analytical way of thinking, excellent communication skills to be able to explain difficult concepts to non-technical users and a passion for delivering exceptional and empathetic customer service. Role will engage directly with IT product management, development teams and the business to implement and support solutions designed for the user experience first. This position is eligible for remote work.

Duties and Responsibilities (Essential Job Functions*):

Technical Support: Provide frontline support for software applications, promptly responding to user inquiries and technical issues via email, phone, or ticketing system for enterprise-level application systems.*
Troubleshooting: Research, diagnose, and resolve application-related issues by conducting thorough analysis, identifying root causes, and implementing effective solutions for how to resolve an issue.*
Documentation: Maintain comprehensive documentation of support processes, troubleshooting procedures, and resolutions to facilitate knowledge sharing and enhance team efficiency. Document actionable bugs and provide detailed reports to developers for resolution.*
Testing and Quality Assurance: Collaborate with development teams to conduct testing and quality assurance activities, ensuring that software updates and enhancements meet performance standards and use requirements. Follow best practices for change control of proposed solutions.*
Monitoring and Maintenance: Monitor application performance, system alerts, and error logs to proactively identify potential issues and implement preventive measures to optimize application stability and reliability.*
User Training: Provide training and guidance to end-users on application usage, features, and best practices to enhance their proficiency and maximize the value of the software.*
Collaboration: Collaborate with cross-functional teams, including developers, system analysts, and project and product managers, to address complex issues, prioritize tasks, and implement improvements to meet business objectives.*
Gap Identification: Conduct thorough evaluations of existing system designs to identify gaps in current system functionalities and processes for new sites to be onboarded.*
Implementation: guide stakeholders on configuration and set up of new sites.*
Perform other related duties as assigned.
Follow all company policies, procedures, and work rules.

Qualifications

Required: A minimum of 3 years of experience in application support, technical troubleshooting, or help desk support roles.
Required: Strong analytical and problem-solving skills with the ability to think critically and logically under pressure.
Required: Excellent technical troubleshooting skills.
Required: Exceptional customer focus and empathy.
Required: Ability to communicate effectively, both verbal and written, and be able to convey technical concepts to non-technical users. Must be ale to interact professionally and confidently at all employee levels.
Required: Must be able to work in a fast-paced team-oriented collaborative environment with demonstrated ability to juggle and prioritize multiple, complex tasks and demands. Must be comfortable with ambiguity and able to forge direction.
Required: Capable of working independently with minimal supervision.
Required: Excellent planning, organizational, and time management skills.
Required: Comprehensive documentation skills.
Required: Competency in Microsoft applications including Word, Excel, Outlook, and Teams
Preferred: SAP experience strongly preferred.
Preferred: Experience with UX (User Experience) design.

Additional Information

What We Offer:*

Paid time off and paid holidays
Opportunities for advancement
All job-specific equipment and safety gear provided
Group health plan
Employee referral bonus program
Locations throughout the US in major cities and desirable areas
Career development program supported by industry expert Safety Specialists and Skills Trainers

*All listed benefits available to eligible employees

Company Overview

Divisional Overview

The Davey Tree Expert Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected class, including race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national or ethnic origin, marital or familial status, disability, status as a protected veteran, status as an Aboriginal or Indigenous person, or other classification protected by law.

Davey Tree Expert Company provides research-driven tree services, grounds maintenance and environmental consulting for residential, utility, commercial and environmental partners in the U.S. and Canada. We care about our clients, each other and the world around us. We offer the resources, size and stability of a big company while maintaining the culture, entrepreneurial spirit and feel of a small one. We invest in our employees by offering industry-leading training, technology and benefits that lead to a rewarding and safe work experience at all levels. Wherever you want to grow your career, there's a place for you at Davey. To learn more, visit Davey.com.

If you need assistance at any time, please contact us at 1-877-411-7601 or at .

Employment Type:Permanent
Job Type:Full Time
Travel Expectations: None

EEO/AA/M/F/Disabled/Vet

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