Application Support Analyst

Job Description:

We are looking to add an Application Support Analyst II to join our IT team in West Des Moines, Iowa. Offering a forward-thinking, innovative, and vibrant company culture, along with the opportunity to share your unique potential, there really is no place like Holmes! The purpose of this position is to support the administration, operational health, and effective use of Brokerage Services applications and technology solutions.

This role partners with business users, IT Delivery teams, vendors, and IT support organizations to configure, maintain, troubleshoot, and optimize applications that support business functions. The position is responsible for supporting application administration activities, resolving user issues, coordinating with technical teams on defects and enhancements, monitoring application performance, and identifying opportunities to improve application effectiveness, user experience, and operational efficiency.

• Application Administration & Support
  • Administer, configure, maintain, and support assigned business applications and technology platforms.
  • Provide application support and troubleshooting for business users, including issue triage, analysis, and resolution.
  • Monitor application performance and functionality to ensure reliable operation.
  • Adhere to established operational, support, and governance processes associated with application administration and support activities.
  • Support application upgrades, testing activities, and operational readiness efforts associated with application enhancements and vendor releases.
• Business Partnership
  • Develop strong working relationships with Brokerage Services business teams to understand operational needs and application usage.
  • Serve as a subject matter expert/resource for assigned applications and business processes.
  • Communicate application issues, resolutions, outages, and planned changes to stakeholders as appropriate.
• Delivery Team Collaboration
  • Collaborate with Delivery teams to investigate defects, support testing efforts, and validate resolutions.
  • Partner with Delivery teams to remain informed of project roadmaps, application enhancements, technology changes, and new capabilities being introduced into production environments.
• Vendor & Technical Coordination
  • Work with vendors and support partners to troubleshoot issues, manage support cases, and understand product capabilities and roadmap opportunities.
  • Coordinate with infrastructure, security, and IT Operations teams as necessary to support issue resolution and system availability.

• Documentation & Knowledge Management
  • Maintain application documentation, support procedures, and knowledge resources.
• Continuous Improvement
  • Analyze support requests, recurring issues, and user feedback to identify opportunities for process improvements and system optimization.
  • Contribute to application enhancement recommendations that improve business efficiency and user experience.
  • Assist in developing reporting, metrics, and documentation to monitor application performance and support effectiveness.
• Strategic Contribution
  • Provide input regarding future application capabilities, enhancements, and optimization opportunities based on user needs and support trends.
  • Perform special projects and other duties as assigned.

Knowledge, Skills and Abilities:

Attend system related educational seminars/webinars to gain knowledge of product and upcoming vendor roadmap for future application strategies. Some travel may be involved. Excellent interpersonal skills to develop effective trust relationships with the technical team and business users. Demonstrates strong organizational skills and the ability to perform tasks accurately with attention to detail…