Application Support Analyst

Application Support Analyst

The Application Support Analyst role will be focused on supporting all MoD applications used by Trapeze customers. This person will be working directly with customers and internal team members to investigate and respond to reported issues.

Serve as primary support liaison between Trapeze and our customers. Provide technical application support to customers, which will involve answering complex questions on the function and usage of products. Investigate, manage, track and close customer support issues related to the database and function of the application(s); including working with Development to resolve customer issues when necessary. Responsible for performing application upgrades for clients and contributing to the knowledge base. This role may require travel for meetings and to customer sites on occasion.

Responsibilities

• Troubleshoot and resolve customer application issues or problems in the areas of database, system configurations/setup, product functionality and business enhancements.
• Investigate, research, replicate, test and resolve client issues in a timely manner.
• Create development "bug" reports, FAQ's, and knowledge base articles as appropriate.
• Keep customers informed of how and when problems are resolved.
• Participate in any additional follow up testing and troubleshooting.
• Install standard upgrades/updates/patches/releases as necessary (some off hours upgrades may be required).
• Moderate and diffuse customer issues through effective listening skills, positive action, information gathering and/or ticket escalation.
• Prioritize and balance competing issues with deference to urgency, length of outstanding time and political sensitivity.
• Promote and maintain a high quality, professional, and service-oriented company image among peers and customers.
• Some after hours support may be required.

Requirements

• Previous experience / knowledge of the transit industry is a plus.
• Past Paratransit software experience especially with Trapeze PASS.
• 3 to 5 years of customer technical application support experience is required.
• Bachelor's degree or Diploma relevant to the information technology industry is preferred.
• Strong analytical skills and complex troubleshooting experience is required.
• Software and hardware experience in a Windows environment is required.
• 2+ years of experience with Windows Server 2012/2014/2016/2019 and/or VMware is required.
• 2+ years of experience with database knowledge (MS SQL and/or Oracle) is required.
• Basic SQL Query writing and comprehension is required.
• Experience with SQL Server administration ex. Re-indexing, maintenance plans; troubleshooting performance issues is preferred.
• Experience with Crystal Reports or other ad hoc reporting tools is a plus.
• Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc.) is preferred.