Application Support Analyst 2

The Application Support Analyst 2 position is responsible for handling any incoming customer support inquiries, performing troubleshooting using various resources, and if needed, elevates issue to Senior Application Support Analyst Services.

• Coordinate with customer to determine functional requirements and determine technical solutions.
• Analyze data in support of proposed projects, business cases, and system requirements.
• Coordinate with customers and/or technical staff to resolve issues with software applications.
• Use accepted project management, application development and documentation standards and processes.
• Test, implement, document and maintain software applications.
• Work as a member of a team and provide support for applications.
• Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated.
• Gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
• Identify what the customer is trying to accomplish.
• Use available knowledge & resources to provide possible solutions.
• Document client issue in appropriate ticketing systems and document the process of resolution.
• Handle incoming support inquiries evaluate pros and cons, risks and benefits of different solution options.
• Coordinate with customer, asking the right questions to accurately determine the nature of the inquiry and analyze solutions.
• Communicates effectively to gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
• Act in accordance with best practices in Information Security and business process integrity.
• Proficient in all Application Support Analyst 1 duties: basic understanding on all functions of the application.
• Demonstrate proficiencies in at least three BlackLine products: Matching, Journals, or Tech.

• 5+ years prior experience in a technical support position
• Knowledge of SQL database preferred
• 2 + years' experience with Web applications
• Ability to analyze a problem and direct appropriate course of action
• Professional attitude and desire to resolve issues with patience and understanding
• Strong technical skills