Job Description The Application Analyst will take a lead role resolution of incidents and providing customer service to application users and IT partners. They will primarily be required to provide 2nd level resolution and services support which includes but not limited to tasks such as In depth troubleshooting forensic analysis Business process management comprehension Impact analysis via understanding of interfaces and application integrations Back end analysis Performing platform support andor writing, executing scripts Server analysis and troubleshooting Coordination between multiple resolving agencies Ability to recreate issues and concisely identify when an incident is a bug versus working as designed Escalations and respective communications to stakeholders These incidents may or may not be technical, depending on the nature of the incident. They will on the very rare occasion be required to assist first level support which is often non-technical and includes but not limited to tasks such as Triaging and preliminary analysis and troubleshooting Ticket escalation Incident communications This position works closely with project and other departmentsrsquo support staff. Additionally, takes a lead in the development and integrity of the Knowledge Base resources. On occasion, the analyst will be required to work outside of their core hours. The analyst will be expected to participate in the on-call rotation including holidays and be compensated accordingly. Responsibilities Respond, resolve or triage and escalate incidents Participate in application onboarding in order to gain functional knowledge of applications Continuous improvement and trainingknowledge transfer towards becoming subject matter expert for multiple applications Assist and train new team members with onboarding applications to ensure support continuity and back up Perform self-assessments by reviewing incidents escalated and proactively identify gaps in knowledge and tools needed Utilize and maintain the support Knowledge Base for implementing solutions and documents new solutions. Work with management and business to prioritize and resolve incidents within the designated application service level objectives expectations. Liase with team members, technical leads or the application development teams to provide users with updates to resolutions when requested Skills Profile middot Demonstrate drive and initiative be goal-oriented, dedicated and self-sufficient middot Provide effective client communication during regular updates or escalate when appropriate middot Excellent problem solving, analytical and time management skills middot Ability to multi-task and switch between tasks quickly and smoothly middot Excellent interpersonal skills and organization skills middot A strong desire to learn and expand their technical knowledge middot Ability to work autonomously and exhibit excellent judgment middot Ability to work effectively under pressure to meet deadlines and resolve urgent incidents middot Ability to work cooperatively as part of a team middot Ability to break down complex problems and provide expert advice on DI Applications. middot Ability to take ownership of technical incidents and work with applications teams middot Excellent writing and editing skills for technical documentation middot Environment and motivation suitable for doing 247 on-call support when assigned ExperienceKnowledge middot Required 3-5 yearsrsquo experience in hands-on advanced IT support (Level 2+) middot 1+ yearsrsquo experience in the software development life cycle including business analysis and deployment middot Required Knowledge of Windows and general desktop server support issues middot Knowledge of MS Office, inclusive of Visio, Frontpage, Sharepoint, middot Highly Preferred Knowledge and experience working with .NET, HTML technologies, SQL, Postgres, Oracle middot Highly Preferred Knowledge and experience working with MAC OS, IIS, XML, CMS middot Required In depth knowledge of Relational Databases including Oracle, SQL including scripting middot Required Knowledge of Integrated systems and applications middot Required Good understanding and experience on XML, XML Schema, Web services (Rest and SOAP based). middot Preferred understanding and experience specifically in music metadata, repertoire management, or content management systems. middot Highly Preferred A good level of understanding Dev Ops activities including Cloud operations, Network and Server configuration. EducationOther middot Undergraduate degree in computer science, business, or other relevant field preferred. (5 years significant relevant industry experience can be substituted) middot Support Center Analyst Certification desirable but not required middot Other technical or support industry certifications also beneficial