Application Support Analyst

Summary: We are seeking a highly skilled Application Support Analyst to serve as an application support point of contact for programming and application support within our IT Applications team. This role will diagnose and resolve reported program issues, provide technical assistance to end users and IT staff, and handle data-related requests from business partners, including ad hoc data extracts, reporting needs, and data quality investigations.

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Serve as the first point of contact (Application support) for internal users reporting programming, application, or system issues, triaging problems and escalating to senior staff as needed.
• Diagnose reported program errors by reviewing job logs, tracing program logic, and reproducing issues to identify root cause.
• Troubleshoot and debug existing RPG/RPGLE, CL, PHP, and SQL programs, applying fixes or coordinating corrections with senior developers.
• Provide technical assistance and clear, timely communication to end users and business partners regarding the status and resolution of reported issues.
• Maintain and support existing applications, including monitoring scheduled jobs and interfaces, and applying minor code changes to resolve production issues.
• Handle data-related requests from business partners, including ad-hoc data extracts, reporting needs, and data quality investigations.
• Work with DB2, MS SQL, and other relational databases to query, maintain, and validate data used to fulfill support tickets and data requests.
• Maintain and perform Tableau data imports on a monthly basis.
• Document reported issues, resolutions, and recurring problems to build a knowledge base and improve future troubleshooting efficiency.
• Write and maintain documentation to describe program development, logic, coding, testing, changes, and corrections.
• Collaborate with the application development team to escalate complex issues and to conceptualize and enhance existing programs and applications.
• Ensure compliance with internal standards and external regulations (e.g., SOX), including providing SOX compliance listings, code listings, and samples as requested for audit purposes.