Sr Application Support Analyst

Application Systems Analyst

Volvo Group Connected Solutions is looking for a qualified candidate to fill our Application Systems Analyst role. The Application Systems Analyst role will support applications while working closely with the users to maintain system integrity and maximize the functionality of the system. They will need to apply proven communication, analytical and problem-solving skills in order to help identify and resolve application issues.

They are often the key point of contact on the different options available to solve a business or system challenge. This role will be the intermediary between 1st line and 3rd line support teams. The candidate is expected to be completely familiar with the details of the system and be able to create and refer team members to the appropriate system documentation.

This reference material typically includes step-by-step procedural guides, overview material, field specific definitions, explanation of reporting functions, and training material. In addition to the standard documentation, the analyst should also be compiling internal documentation to keep track of changes to the system.

Core Responsibilities

• Provide our customers the support that is agreed upon within the agreed SLA
• Serve as technical support resource supporting the business products and services
• Ensure that all alerts, incidents and/or emails are logged and tracked in the Case Management system correctly and accurately
• Determine and assign correct priority on created or received cases and act according to given instructions
• Work with Information Technology team members to develop and maintain application support documentation for the suite of applications
• Work to support internal IT policies and procedures including Problem Management and Change Management programs
• Utilize technology within the department to document, track and measure for continuous improvement
• Prioritize tasks and stick to deadlines established
• Has the ability to take ownership of tasks and deliver without supervision while using their discretion to seek help when necessary
• Look for opportunities to improve internal processes
• Look for opportunities and implement measures to control risks within the business applications framework
• Has the ability to understand complex business requirements and systems
• Experience being able to multi-task in a fast-paced environment

Required Competencies

• Experience with SQL queries and tools
• Effective verbal, written communication skills and relationship building skills.
• Excellent interpersonal and coaching skills.
• Ability to work with various departments and foster teamwork.
• Ability to work independently with minimal supervision.
• Must be able to identify and resolve problems in a timely manner.
• Gather and analyze information skillfully.
• Knowledge and understanding of telematics systems a plus

Education Required

Bachelor’s Degree in Information Technology, or the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.

Experience Required

• Ideally 1-2 years of related experience.
• Experience working in a highly matrixed organization.
• Ability to work in a team environment, manage multiple clients, and provide consultative skills throughout the process.
• Ideal candidate will be highly motivated with a strong sense of urgency.