Application Services Analyst

Responsibilities First point of contact for incoming support requests via Microsoft Teams and email to ensure courteous, timely, and effective resolution of end-user issues Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution Troubleshoot issues and make decisions to assess customer priority and impact, and escalate issues to senior support if needed Analysis of business and user requirements and making recommendations regarding design and development of solutions based on best practices Analysis of process gaps, information flow obstacles or system issues and identification of opportunities for improvement Work with other IT team members as appropriate to resolve technical problems and make improvements Record, track, and document the incidents, including all successful and unsuccessful decisions made and actions taken, through to final resolution Developing and maintaining applications documentation Adhering to quality assurance guidelines and maintain quality assurance on all deliverables Provide IT business and application support services for projects and special requests Continuous monitoring and follow up with client and staff – no call is completed until the users are 100% satisfied Qualifications and Education Requirements Minimum 3 years of experience developing and/or maintaining large mission critical applications Technical computer knowledge and troubleshooting skills is a must Proficient in SQL and experience in any of C#, .NET, HTML, PHP, Java, Phyton, CSS and JavaScript Experience using Microsoft Team Foundation Server for managing the entire application lifecycle. Power BI, PowerApps, PowerAutomate considered an asset Experience with ConnectWise considered an asset Have great attention to detail and be well organized Work well independently and as part of a team Experience creating and maintaining technical documentation related to application development Excellent verbal and written communication In-depth understanding of the system development process