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Applications Support Analyst


Job Description

The Application Support Analyst is responsible for implementing, maintaining, and evolving Enterprise Applications including Office 365, and providing Tier 2 end user application and technical support.

Duties and Responsibilities:
  • Develop solutions and optimize company use of enterprise applications and collaborative tools.
  • Application Owner of SharePoint Online and Office 365 applications.
  • Facilitate the adoption of Office 365 including SharePoint Online, Teams, and other Office 365 applications.
  • Ensure the operational reliability of Office 365 and SharePoint Online environments including security, availability, performance, and interoperability.
  • Establish and maintain security and governance for the Office 365 environment, including: SharePoint site collections, groups, security groups, distribution lists, and all other areas of Office 365.
  • Create proof-of-concepts to provide solutions and demonstrate Office 365 (including SharePoint Online, Teams) functionality and features according to business needs/requirements.
  • Develop and maintain documentation of Office 365 governance, processes, procedures, knowledge base articles, and implemented solutions.
  • Collaborate with business stakeholders to analyze business practices throughout the company to promote digital transformation and process improvements.
  • Consult with business process owners to obtain additional information, gather and define functional, technical, and design requirements.
  • Research and propose innovative and alternate approaches when evaluating the best solution based on business needs
  • Provide end user training and best practice recommendations.
  • Develop and maintain standard operating procedures and related documents for best practice documentation.
  • Provide guidance and support for collaboration tools such as online meetings and remote conferencing tools.
  • Provide Tier 2 problem resolution and consulting to end users.
  • Escalate server and network related issues to the Systems Administrator.
  • Serve as backup support for Tier 1 position.
  • Provide POS system issue escalation and vendor management support.
  • Evaluate, implement, and/or coordinate system installations/modifications with vendors and affected end user/stakeholders
  • Remain current with industry technology and trends
  • Develop software tools which compliment, expedite, and improve system performance, software development and system efficiency.
  • Evaluate software solution requests to determine feasibility, cost, and time requirements
  • Provide purchasing recommendations by identifying the solutions to best fit end user needs while remaining cost effective.
  • All other job duties as assigned.
Required Qualifications and Education:
  • Must have experience with Office 365 and/or SharePoint online implementation, administration, governance, and support.
  • Minimum 3 years of experience working as a Tier 2 support role in a large enterprise environment
  • Must be able to document business requirements and translate those to technical solutions.
  • Must have experience creating solutions with PowerApps, Flow, OneDrive and SharePoint online
  • Ability to independently manage projects following standard project management methodologies.
  • A high degree of self-motivation, commitment, and integrity
  • Ability to manage multiple projects at the same time
  • Ability to operate as a team player and independently
  • Strong communication, customer service, troubleshooting, and organizational skills
Preferred Qualifications:
  • A Bachelor's Degree is preferred but not required. A minimum 2 years of college training and/or specialized technical training with courses applicable to duties
  • Any related technology certifications are a plus. Examples are MCSA, CompTIA's Network+ or Server+.
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