Location: Rochester,NY, USA
OverviewThe Application Support Specialist plays a crucial role in ensuring the smooth operation and optimal performance of our software solutions. This resource is a key member of a team that builds and maintains strong relationships with our user base and troubleshoots and resolves software-related problems. The Application Support Specialist contributes to creating and maintaining documentation (i.e., business process workflows, user guides, general communications, etc.) to support the daily use and evolution of these systems and communicates effectively by keeping the user-community informed on the supported applications features/functionality.Why work for DePaul?+ Make a positive difference in someone's life+ Supportive work environment+ We value diversity+ Opportunity for professional development and career advancement+ Excellent benefits+ Competitive wages, position paying $26.44-$27.34/hourResponsibilitiesApplication Support+ Investigates, troubleshoots, makes recommendations, and develops action plans to resolve existing or potential application issues. Engages additional subject matter expertise as needed to ensure resolution.+ Creates user documentation, requirements and/or technical specifications for systems & business-related change requests.+ Provides Level 2 application support on incidents escalated by the Service Desk.+ Participates in knowledge transfer through timely documentation of solutions for reference by all team members, training Service Desk resources to improve support capabilities of Level 1 support and looking for opportunities to augment Level 0 support resources to help evolve self-service catalog.QA/Testing+ Leverages understanding of business use of applications (SaaS or on-premises) and/or interpretation of business requirements to develop test cases/scripts.+ Executes test scripts; documents and analyzes software defects; produces metrics and reports results.Business Analysis+ Collaborates with user-community and IT resources to gathering, interpret and document business requirements.+ May be asked to analyze application data, identify trends, and contribute to data-quality and/or process improvement initiatives so the business can benefit through improved efficiency.Typically relies on instructions and pre-established guidelines to perform the functions of the job but will also rely on experience and judgement to plan and accomplish goals. Works both independently and directly with cross-functional teams. A certain degree of creativity and latitude is expected. Ensures all activities comply with department policies and company s code of business conduct and ethics . May be required to perform other job-related duties as assigned.Qualifications+ Associates Degree in Technology-related field or equivalent professional experience/certifications.+ Minimum 2 years of experience in a related field.+ Strong analytical, troubleshooting, problem solving, and prioritization skills. Ability to handle a multitude of tasks and changing priorities to ensure timely completion.+ Extreme attention to detail is required.+ Excellent interpersonal and communications skills (written and verbal). Highly collaborative with business and technical stakeholders alike.+ Ability to interpret and understand requests from, and work well with, stakeholders at all levels within the company as well as vendors/contractors.+ Must hold a valid driver s license with no restrictions and possess reliable transportation.TECHNICAL SKILLS:+ High level of comfort working with MS Office suite of applications, including intermediate/advanced use of Excel.+ High level of comfort working with a ticketing system and observing best practices managing incidents, requests, and changes.+ (Preferred) Knowledge of Property Management (Yardi) and/or HER systems+ (Preferred) Experience supporting the use of complex enterprise application software (whether SaaS or on-premises).+ (Preferred) Understanding of ITIL (or similar) service management framework and related principles required.BenefitsThis position is eligible for the following benefits: Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Generous PTO & Paid Holidays, 403B Employer Match, Employee Discount Programs, Free Parking and Staff Recognition Programs. $1/hour shift differential for evening and overnight shifts.DePaul is an equal opportunity employer that values diversity. All employment is decided based on qualifications, merit and program need.Job LocationsUS-NY-RochesterPosted Date5 days ago(4/25/2024 3:09 PM)Category Information TechnologyType Regular Full-TimeFLSA Status Non-ExemptShift DaysDepartment Information TechnologyCorporation Name DePaul Group