[Hiring] Senior Application Support Analyst @HomeServices of America

Role Description

Plans and conducts analysis and administration of complex enterprise applications, including but not limited to system administration, user provisioning, incident response, problem management, and change, configuration, and release management.

Job Duties and Responsibilities

• Provide applications system implementation, management and support. (40-50%)
• Act as a liaison between business lines, technical organizations and vendors by planning, conducting and completing an analysis of moderately complex business problems to be solved with automated systems.
• Document and communicate proposed applications and business process solutions to management and vendors, determine the extent to which corrections or enhancements can be implemented and their effect on current process and procedure.
• Develop project plans, provide direction and coordinate project activities associated with a specific application or family of related applications.
• Analyze application issues and recommend solutions/system changes. Accountable for coordination of product test and final sign-off of system changes.
• Work with user groups to answer questions, assess user needs and recommend changes to the automated systems.
• Monitor and maintain the integrity, upkeep, and tuning of applications, supporting or managing migrations, upgrades, and enhancements, performing system checks and troubleshooting errors.
• Design, manage, and provide enhancements for BMC Helix platform.
• Develop, document and support data driven applications for the input and management of data to support business operations and/or company intranets. (20-25%)
• Translate requirements and design specifications into fully functioning application solutions.
• Ensure the ongoing functionality of applications and program upgrades and changes as necessary to meet evolving business needs.
• Coordinate and participate in application testing to ensure successful implementation of new and legacy applications.
• Audit efficiency of enterprise applications.
• Provide technical and business support for users of HSoA, the shared success center, local technology functions and other shared tenants. (15-20%)
• Monitor enterprise ITSM tool for higher tier application support requests and work tickets to completion within specified service level timelines.
• Provide quick resolutions to application issues, driving stability, efficiency and effective improvements to help the business succeed.
• Assist user groups by answering questions, troubleshooting problems, assessing needs, training and recommending and facilitating changes to enterprise applications.
• Ensures essential procedures are followed and helps to define operating standards and processes. Develop and maintain technical support documentation. (5-10%)
• Participate in projects by preparing, communicating and presenting analysis, specifications and documentation to support project initiatives. (5-10%)
• Perform any additional responsibilities as requested or assigned. (0-5%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

• Bachelor’s degree in computer science or information technology; or equivalent related work experience.
• 5-8 years of related information technology experience, including experience gathering requirements and writing specifications.
• Prior experience with real estate specific applications is preferred.
• Proficient in the use of Microsoft Office, Windows operating environment, and relational database environments.
• In depth knowledge of enterprise ITSM solutions such as BMC or ServiceNow.
• Working knowledge of software development methodologies and specialized analysis, design and testing tools.
• Excellent oral and written communication skills. Highly effective interpersonal skills and customer relationship skills.
• Effective analytical and problem-solving skills.
• Ability to prioritize and handle multiple projects concurrently.
• Ability to be self-directed and self-motivated.
• Ability to gather requirements and write specifications.
• Occasional travel and/or driving to offsite locations may be required.
• Work outside of core business hours required one or two nights a week, and flexibility to perform other after hours work as needed.
• Ability to learn ITIL processes and obtain foundational certification.

Wage

$88,000.00 - $110,000.00 annually; actual wage is based upon education and experience.

Benefits

• Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP).

Location

This position is open to remote work hiring within the U.S. mainland, or if the candidate is local to the Eden Prairie, MN home office, will be on-site at this location with work from home flexibility.

Equal Opportunity Employer