Application Support Analyst

Position Overview
The Application Support Analyst provides comprehensive support for various applications while aligning with organizational objectives. Core responsibilities include troubleshooting, user access management, maintaining service levels, and meeting reporting requirements. As part of a 2nd tier IT support team for internal employees, the role demands strong analytical skills and a high level of customer service. The ideal candidate excels in interpersonal communication, is goal-driven, and efficiently manages day-to-day activities.

Essential Job Functions
Manage user access in accordance with established service levels.
Maintain detailed and accurate logs documenting progress.
Ensure all user access is designed considering principles of least privilege and segregation of duties.
Work closely with IT support teams and end user community to address application related issues.
Perform access reviews in accordance with established process and timelines.
Assist with team related initiatives including coordination, communication, and implementation.
Stay current on IT security trends, news, and direction.
Provide a high level of customer service throughout every interaction with end users.
Promptly notify management of any potentially "dissatisfied" end users.
Contribute to technical and end user facing documentation.
Gain understanding of the applications Aveanna employees utilize to perform their work.
Provide detailed input and documentation for internal and external audit reviews.

Requirements
Associate or bachelor's degree in an IT related field or equivalent work experience.
At least 3 years of experience supporting applications and administering user access.
Knowledge and understanding of HIPPA and SOX regulatory requirements.
Ambitious and able to work well with minimal supervision or in a team environment.
Willingness to take ownership of problems and follow through to completion.
Ability to perform analysis of data, processes, policies, procedures and/or systems.
Problem solving skills and the ability to exercise sound judgment in any customer service scenario.
Experience working with ticketing systems.
Command of English (business/fluent).
Must be detail oriented.
Excellent written and verbal communication skills.
Must have a high degree of professionalism and the ability to work effectively with all employees and business associates.
Adhere strictly to shift schedule, timeliness is a key requirement.

Preferences
ITIL Certification(s) are preferred.

Other Skills/Abilities
Proficient in Microsoft Office 365.
Ability to adhere to confidentiality standards and professional boundaries always.
Ability to remain calm and professional in stressful situations.
Ability to handle multiple tasks at one time in a fast-paced office environment handling multiple demands.
Attention to detail.
Time management.
Strong commitment to excellence.
Effective problem-solving and conflict resolution.
Excellent organization and communication skills.
Quick-thinking and astute decision-making skills.

Physical Requirements
Must be able to speak, write, read, and understand English.
Must be able to travel.
Must be able to lift 20 pounds.
Prolonged walking, standing, bending, kneeling, reaching, and twisting.
Must be able to sit and climb stairs.
Must have visual and hearing acuity.
Must have strong sense of smell and touch.
Customer focused with dedication to customer satisfaction.
Able to communicate effectively to people at all levels of the organization.

Environment
Performs duties in an office environment or while working remotely during agency operating hours.
Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Aveanna does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Aveanna.