The Application Analyst provides support for ASPCA enterprise applications under the guidance of the Senior Director of Application Support. This is the perfect job for a personable, creative, technical proficient who doesn’t want to be siloed into a single specialty. You will never be bored: the ASPCA supports a huge variety of applications for a highly mobile, diverse staff. Our operations include a 24-hour poison control center, an animal hospital, numerous clinics, an adoption center, a corporate office, and a number of field operations, all of which you may have the opportunity to visit in person. You will be challenged and learn constantly as you do advanced, extended troubleshooting support for complex issues. Your work will be integral to the organization as you work with users from every department as well as with the Help Desk, server administrators, the network team, developers, project managers, and vendors to troubleshoot tough issues. You will get to know different parts of the organization as you improve, simplify, and make more effective our applications and how we use them to accomplish our mission. You will have the satisfaction of seeing first-hand how your technical expertise can improve animals’ lives.
Primary Ownership of Two or More Major Applications. (50%)
- Take primary ownership of 2 or more major applications: get to know the application backwards and forwards, and be responsible for the application’s lifecycle, upgrades, documentation, training, and proactive and reactive support.
- Involve vendors and technical experts as needed. Manage vendor relationships and advocate for our users.
- Meet SLAs: ensure that users get the timely, effective help they need to do their work
- Follow defined change control process: Update and create necessary change documentation, ensure necessary change tasks are identified, vetted and documented, create and execute test plans and scenarios, and acquire sign-off from stakeholders.
- Train a second Application Support specialist to provide backup support when you are not available.
- Cross train on other applications to serve as backup support when team members are not available, and to pitch in on major projects.
Critically Analyze and Solve Cross-Functional Problems. (40%)
- Work with users to understand their needs thoroughly, in context, emphasizing listening before solutioning.
- Bring a comprehensive picture of the technical possibilities to the discussion, and work with users, vendors, the IT team, and others as needed to spec out and implement the best cross-functional solution.
- Flexibly employ training, documentation, process changes as well as more traditional “technical” solutions like new development, new hardware, and new software.
- Stay organized and manage your time well as you juggle requests from multiple sources.
Develop Training and Documentation for Applications. (10%)
- Update and create necessary “how-to” documentation for applications including Intranet articles, training guides, email communications and videos.
- Respond to and support one-on-one training needs.
- Regularly meet with business users to identify training needs, define and implement training.
- Stay current on new releases and upgrades to supported applications by attending appropriate training, seminars, participate in relevant user groups and subscribe to email notices.
- Stay current on industry updates and trends.
- Undergraduate or Associate’s degree, especially in Computer Science, Management Information Systems, or related discipline, preferred.
- 4 or more years providing advanced support for a variety of software and hardware preferred.
- Some knowledge of MS SQL, MySQL, postgreSQL, Salesforce, or other relational databases preferred.
- Knowledge of Workday, Box, Okta, DocuSign, Smartsheet, Salesforce, or Impromed a plus.
- Project management, business analysis, and training experience a plus.
Able to understand business impact and manage concurrent priorities and deadlines; Must have excel-lent analytical and organizational skills; Able to effectively prioritize “important but not urgent” tasks in a fast-paced, real-world operational environment; Able to analyze trends and patterns in issues, and suggest proactive mitigation strategies; Must possess strong interpersonal skills, as well as verbal and written communication skills; Must be able to organize and effectively present ideas and concepts; Must demonstrate strong critical thinking and problem solving skills. Must be available for off-hours support of mission critical applications. Limited travel to ASPCA locations, as required.