Information Technology Application Support Analyst IV

Position:
Information Technology Application Support Analyst IV

Location:

Hoover, Alabama Duration:
Contract Job  Job Overview:
The Information Technology Application Support Analyst IV is a senior-level role responsible for providing advanced support for enterprise software applications. This position delivers troubleshooting and technical assistance, supports installation and configuration activities, and provides training and guidance to software users. The analyst ensures that application support documentation is accurate, comprehensive, and maintained to the highest quality standards, while also serving as a subject matter expert and potential lead for less experienced team members.

Responsibilities:
Obtain detailed information on application design, functionality, and workflows to propose effective solutions to end users. Respond to client inquiries regarding software operation and provide advanced troubleshooting for system, software, and operator-related issues. Monitor routine and critical processes and workflows to proactively identify, analyze, and address problem trends. Assist with application implementations, configuration, and environment setup to support business and technical requirements.

Perform root cause analysis for production-related application errors and provide robust technical solutions to prevent recurrence. Conduct application testing in various environments to validate changes, patches, upgrades, and new functionality. Deploy service releases, patches, enhancement requests, and customizations, including those driven by regulatory and compliance deadlines. Resolve complex application and system issues that require deep technical and functional knowledge. Oversee multiple support processes and act as a procedural expert regarding policies, guidelines, and standard operating procedures.

Serve as a lead or mentor to less experienced associates, providing guidance, knowledge transfer, and best practices. Act as a subject matter expert (SME) for assigned applications, integrations, and related business processes. Maintain high-quality application support documentation, including knowledge base articles, runbooks, and troubleshooting guides. Collaborate with cross-functional teams, including development, infrastructure, and business stakeholders, to resolve issues and improve system performance.

Ensure adherence to organizational standards, regulatory requirements, and internal controls related to application support. Operate in an exempt capacity under the Fair Labor Standards Act, managing workload and priorities without eligibility for overtime pay.

Qualifications:

Bachelor's degree in a related field and at least seven (7) years of related IT application support or equivalent experience; OR a High School Diploma and at least eleven (11) years of related experience. Extensive experience supporting complex software applications in a production environment. Proven ability to perform root cause analysis and implement sustainable technical solutions for production issues. Strong background in application testing across multiple environments (e.g., development, test, staging, production).

Experience with deploying service releases, patches, and customizations, including time-sensitive regulatory or compliance changes. Demonstrated ability to monitor and manage critical processes and workflows, identifying and addressing trends proactively. Ability to communicate technical problems and solutions clearly to non-technical users and stakeholders. Excellent written and verbal communication skills, including documentation and knowledge-sharing capabilities. Experience acting as a lead, mentor, or subject matter expert (SME) within an application support or IT operations team.

Strong analytical, problem-solving, and decision-making skills with attention to detail and quality. Ability to work independently with minimal supervision while managing multiple priorities and deadlines. Familiarity with incident, problem, and change management processes and tools. About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada.

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