Application Support Analyst Job Description

SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, and training. For over 250 years SIG SAUER, Inc. has evolved, and thrived, by blending American ingenuity, German engineering, and Swiss precision. Today, SIG SAUER is synonymous with industry-leading quality and innovation which has made it the brand of choice amongst the U.S. Military, the global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. Additionally, SIG SAUER is the premier provider of elite firearms instruction and tactical training at the SIG SAUER Academy. Headquartered in Newington, New Hampshire, SIG SAUER's workforce is located across eight locations in the United States. The tremendous growth of SIG SAUER has fueled outstanding opportunities for experienced professionals to join our team.

Position Summary:
The Applications Support Analyst will be responsible for providing application support to SIG SAUER Inc, internal customers, and employees. The Application Support Analyst plays a critical role in delivering high quality customer service and support to clients. The Applications Analyst will be responsible for answering business questions, and to manage, implement, and support application solutions to fulfill the business' current and future needs. You will work closely with our Sr. Oracle Analysts to investigate problems with the Oracle E-Business Suite and other ancillary software systems and resolve them in a timely manner.

Job Duties & Responsibilities:
*Provide first level application support by collaborating closely with end-users to troubleshoot, reproduce, and resolve reported issues.
*Respond to user requests for support through email and our ticketing system and provide clear documentation as you resolve the software user issues. Perform daily ticket maintenance and management. Follow up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informed.
*Create good documentation on the resolutions to the issues you solve.
*Recommend improvements to processes or tools.
*Provide exceptional service to our internal customers.
*Support, monitor, test, and troubleshoot user and system related application and software production problems. Escalate as appropriate.
*Maintain a high degree of customer service for all support queries while adhering to all service management principles.
*Aid in a timely manner that enables diagnosis and resolution of production issues.

The qualified candidate will troubleshoot U-Haul's Web Self-Storage (WSS) software system and provide both internal and external technical support. They will work with databases, operating systems and networking as it applies to the WSS software. The job involves a lot of troubleshooting and configuration tasks as our software is highly customizable.
Responsibilities


Provide triage and issue resolution for enterprise software, performing research and consulting with subject matter experts as needed to determine the proper function of the application Monitor and respond in a timely manner to incidents, service interruptions or application issues escalated by tier 1 support teams or business Create and update documents in Azure DevOps and Support Ticketing systems Develop an understanding of how the different systems across U-Haul interact Clearly and effectively communicate software defects both verbally and in writing Develop a familiarity with running existing SQL statements Develop a comprehensive understanding of WSS software product Develop a knowledge of customers, their business model, and their workflows Coordinate with Development and other QA Teams effectively Follow the software processes adopted by U-Haul Reasonable and predictable attendance is essential. Participate in a mandatory on-call Rotation Work after Hours and Weekends as needed for critical issues



Qualifications (experience & education)


HS Diploma or equivalent



Preferred Skills


Basic relational database experience (SQL Server) - SQL / T-SQL Management Studio Prior Quality Assurance experience a plus Experience interfacing with external clients Have a background in either technology or communications
Seniority level Entry level Employment type Full-time


AMERCO and its family of companies, including U-Haul, have strived to create a culture of health and wellness. As of February 1, 2020, and consistent with applicable state law, no AMERCO or U-Haul company will hire individuals in states where it may lawfully decline to hire individuals who use nicotine products. By continuing with this application, you are indicating that, if hired, you consent to nicotine screening in the future. This policy will not apply to team members hired before February 1, 2020.

U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.

Avenue5 is in search of an Application Support Analyst to join our dynamic team of Fivers!

About Us

We are a vibrant third-party multifamily property management firm with locations across the United States. We are proud of our vibrant, inclusive, make-it-happen culture, where we:

• Listen to our associates, recognize them, and give them room to grow
• Invest in our associates to help them become the best version of themselves
• Approach every important decision with our associates in mind
• Celebrate our associates’ successes and encourage them to raise the bar even higher

Summary of Responsibilities

The application support analyst assists associates perform their day-to-day functions within our accounting and property management software applications. This role proactively troubleshoots issues, implements improved workflows and provides quality assurance across all applications. The system support analyst leverages their technical knowledge to educate end-users and reduce time on tickets and increase overall associate satisfaction.

Primary Responsibilities and Objectives

· Act as the primary point of contact for associate questions and troubleshoot technical issues within Yardi software.

· Perform analysis of the associates needs as related to Yardi software.

· Respond and manage to incoming service desk tickets through the phone, email and service desk software.

· Identify and analyze repeat associate requests and recommend viable solutions and/or training opportunities.

· Document processes and procedures as they relate to support solutions.

· Mentor systems support specialists on Avenue5 software systems.

· Provide timely responses in a professional, customer service-oriented manner.

· Assist with quality assurance testing for technical systems support team.

· Perform other duties as assigned.

Education and Experience

· High school diploma is required. Bachelor’s degree is preferred.

· One to two years of experience with technical system customer support is required.

· One to two years of experience utilizing a technical system support ticketing system is preferred.

· One to two year of on-site experience in property management is preferred.

· One to two years of experience providing technical systems support for Yardi Voyager and related modules is required.

Skills and Requirements

· Detailed oriented and desire to learn.

· Effective time management skills.

· In-depth understanding of technical support software systems.

· Intermediate level knowledge with Microsoft Office Suite including Outlook, Word, PowerPoint and Excel.

· Ability to correlate the use of system programs to business objectives and processes to streamline workflows.

· Strong understanding of accounting principles and how they relate to residential property management.

· Proven track record of delivering projects and assignments at or beyond expectations, and on deadline.

· Exceptional conceptual and creative and critical thinking skills.

· Flexible and adaptable, with a strong ability to pivot quickly when the need arises.

· Analytical thinking and problem-solving capabilities.

· Excellent written and verbal communication skills.

· Ability to work independently and prioritize in a fast-paced environment.

· Positive demeanor, voracious appetite to learn new concepts, and excellent professional judgement.

· Required to complete and successfully pass the Avenue5 Fair Housing, Diversity and Inclusion Training within the first 30 days of employment.

Diversity

Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.