Application Support Analyst
priority dispatchSalt Lake City (UT)
Application Support Analyst
Posted 3 days ago
priority dispatchSalt Lake City (UT)
SENIORITY
Mid
About the role
Application Support Analyst Hot Job110 S. REGENT STREET SUITE 500 - SALT LAKE CITY, UT 84111
Description:
Serve as the primary point of contact between internal departments and the software development team for supported applications, including training/learning platforms, client portals, and related systems. Monitors multiple intake channels to triage incoming requests, resolves user-driven issues directly, and routes genuine software defects into the development workflow. Maintains deep functional knowledge of supported applications to support, guide, and educate users. Creates and maintains documentation and coordinates work between stakeholders and the development team, allowing developers to remain focused on design and development.
Major Responsibilities:
- Monitor and triage incoming requests across support systems and determine the correct path for each
- Resolve user-driven issues directly by answering questions and guiding users through solutions
- Maintain deep functional knowledge of supported applications to support users
- Develop and improve systems to automate support workflows and reduce volume
- Write and maintain wiki and how-to documentation
- Coordinate between internal department stakeholders and the software development team
- Participate in syncs and other recurring meetings
- Other duties as assigned
Qualifications:
- Education and/or Experience:3–5 years of relevant experience bridging business users and technical teams
- Strong customer service attitude
- Experience with support/task management software
- Strong organizational skills, with the ability to plan, prioritize, and drive multiple initiatives
- Excellent written communication skills for creating clear, user-friendly documentation
- High-level understanding of relevant technologies (e.g., relational databases, web browsers, networking, cloud services, APIs)
Bonus:
Familiarity with certification/recertification processes and agency accreditation
Bonus: Experience with SCORM and/or learning platforms
Physical Requirements/Essential Job Functions:
- Developing and improving system workflows and support
- Writing and maintaining accurate and up to date documentation
- Maintaining professional relationships while coordinating between many stakeholders and teams
- Ability to multi-task and prioritize competing requests efficiently
- Ability to communicate technical concepts to both users and developers effectively
Problem-solving
Frequent computer and telephone use
Sitting for long periods of time
Concentrating for long periods of time
Occasional travel of less than 15% may be required
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