What does an application support analyst do?
An application support analyst is responsible for responding to and resolving customer issues about smartphone or computer applications. They do a variety of applications ranging from banking software and mobile games, and they usually deal with a great number of clients daily. It is also their task to report to a next level member of staff, such as an information technology (IT) manager or a senior systems analyst. Moreover, they spend their time working in an office setting and can be employed by software companies, game developers, technology creators, and other types of organizations.
Application support analyst responsibilities
Here are examples of responsibilities from real application support analyst resumes:
- Manage the daily operation relate to MQ.
- Develop user friendly PowerShell tools to automate various tasks the helpdesk do on a daily basis.
- Lead a project to redesign the company's CRM system, resulting in streamline company communication and increase efficiency.
- Lead recovery efforts, managing communication processes and engage technical SME's as needed to brainstorm and implement solutions.
- Create training PowerPoint presentations on effectively managing escalate clients, and take part in administering a training program bank wide.
- Manage and resolve technical escalations involving internal/external parties as required to meeting SLA goals.
- Provide UNIX and Linux production applications support, troubleshooting customer applications.
- Analyze and troubleshoot system and application issues, partnering with internal teams proposing and implementing solutions, communicating/updating key stakeholders.
- Oversee multiple batch processes, automate using AutoSys command processor.
- Design HTML pages, which used JavaScript for client side validations.
- Provide support and utilize Cisco call manager for VOIP Cisco system.
- Help business users with ETL process analysis and running ETL for reporting.
- Support customer through running SQL queries, backend and remote UI configuration.
- Analyze HTML, CSS, and JavaScript while creating solutions for QL2 customers.
- Handle the MQ queue managers in clustering for round robin and failover functionality.
Application support analyst skills and personality traits
We calculated that 12% of Application Support Analysts are proficient in Application Support, Customer Service, and Troubleshoot. They’re also known for soft skills such as Customer-service skills, Listening skills, and Speaking skills.
We break down the percentage of Application Support Analysts that have these skills listed on their resume here:
- Application Support, 12%
Provided application and environment training to other employees, primarily other application support analysts and customer support specialists.
- Customer Service, 9%
Maintained quality customer service by adhering to group goals for productivity and developed new resolutions for repetitive problems that clients encountered.
- Troubleshoot, 6%
Manage and administer user and computer accounts in Windows Server/Active Directory and troubleshoot hardware and software problems.
- Infrastructure, 5%
Collaborate with various Infrastructure, Support, and Development/QA teams to include working though identifying application events and fine-tuning application parameters.
- Java, 5%
Provided technical-based project delivery for support of in-house java based production applications.
- Technical Support, 4%
Provided continuous technical support for 300+ customers during this short-term assignment; troubleshot and resolved technical issues, ensuring optimum functionality.
Common skills that an application support analyst uses to do their job include "application support," "customer service," and "troubleshoot." You can find details on the most important application support analyst responsibilities below.
Customer-service skills. The most essential soft skill for an application support analyst to carry out their responsibilities is customer-service skills. This skill is important for the role because "computer support specialists must be patient and sympathetic." Additionally, an application support analyst resume shows how their duties depend on customer-service skills: "provided customer support, determined some hardware configuration/prepared support documentation. "
Listening skills. Another soft skill that's essential for fulfilling application support analyst duties is listening skills. The role rewards competence in this skill because "support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation." According to an application support analyst resume, here's how application support analysts can utilize listening skills in their job responsibilities: "communicated with isps in the event of service issues related to the infrastructure. "
Speaking skills. Another skill that relates to the job responsibilities of application support analysts is speaking skills. This skill is critical to many everyday application support analyst duties, as "support workers must describe the solutions to computer problems in a way that a nontechnical person can understand." This example from a resume shows how this skill is used: "addressed and solved message report production issues and schedule maintained process jobs. "
Writing skills. application support analyst responsibilities often require "writing skills." The duties that rely on this skill are shown by the fact that "strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as for real-time web chat interactions." This resume example shows what application support analysts do with writing skills on a typical day: "participate in microsoft dynamics crm testing activities, including writing release notes. "
Problem-solving skills. A commonly-found skill in application support analyst job descriptions, "problem-solving skills" is essential to what application support analysts do. Application support analyst responsibilities rely on this skill because "support workers must identify both simple and complex computer problems, analyze them, and solve them." You can also see how application support analyst duties rely on problem-solving skills in this resume example: "perform detailed research analysis and information sharing with team members, resulting in proven solutions for chronic customer support issues. "
The three companies that hire the most application support analysts are:
- JPMorgan Chase & Co.47 application support analysts jobs
- Citi31 application support analysts jobs
- Sanford Health25 application support analysts jobs
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Compare different application support analysts
Application support analyst vs. Analyst lead
The duties of an analyst lead depend on one's line of work or industry of employment. Typically, their responsibilities revolve around performing research and analysis, coordinating with different departments to gather leads and data, reviewing findings, and producing reports and presentations for the stakeholders and other higher-ranking officials. Through the results, an analyst lead can provide advice, devise strategies for business optimization, spearhead the development of processes, identify strengths and weaknesses, and offer recommendations on areas in need of improvement. All of this is done while in adherence to the company's vision and mission.
There are some key differences in the responsibilities of each position. For example, application support analyst responsibilities require skills like "application support," "infrastructure," "technical support," and "itil." Meanwhile a typical analyst lead has skills in areas such as "analytics," "powerpoint," "cloud security," and "c #." This difference in skills reveals the differences in what each career does.
Analyst leads tend to make the most money working in the finance industry, where they earn an average salary of $110,488. In contrast, application support analysts make the biggest average salary, $108,929, in the finance industry.On average, analyst leads reach higher levels of education than application support analysts. Analyst leads are 7.0% more likely to earn a Master's Degree and 1.0% more likely to graduate with a Doctoral Degree.Application support analyst vs. Systems analyst
A systems analyst is responsible for monitoring the effectiveness of technology systems and analyzing its efficiency for business operations and clients' needs. Systems analysts create specific modifications to operating systems and help design solutions and processes. Other tasks include managing the system's workflow, diagnosing and detecting malfunctions, performing troubleshooting, and assisting clients' with their concerns. A systems analyst must have excellent command with programming languages and the knowledge with the technology industry to understand systems' complexities and processes.
In addition to the difference in salary, there are some other key differences worth noting. For example, application support analyst responsibilities are more likely to require skills like "application support," "infrastructure," "itil," and "incident management." Meanwhile, a systems analyst has duties that require skills in areas such as "c++," "c #," "data warehouse," and "computer system." These differences highlight just how different the day-to-day in each role looks.
Systems analysts earn a lower average salary than application support analysts. But systems analysts earn the highest pay in the finance industry, with an average salary of $86,904. Additionally, application support analysts earn the highest salaries in the finance with average pay of $108,929 annually.In general, systems analysts achieve similar levels of education than application support analysts. They're 2.8% more likely to obtain a Master's Degree while being 1.0% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for application support analysts in the next 3-5 years?
Dr. Howard Rees
Adjunct Assistant Professor of Information Systems, Rider University
Meaning that the applications (and those "operating" them) do not understand what's happening inside. AI systems are often "designed, trained, and tested" by the provider and certified as generating the output most desired by the customer but only in a statistical sense. There is no "proof" that the AI black box is, with certainty, doing what the business customer (or the provider for that matter) thinks it is doing - it just does a good job when tested on data. There will be a significant need for tech-savvy people to design, train, monitor, and apply them so that they do not deviate from the desired goals. Such deviations can result in socially destructive business practices. As you can't properly manage what you don't understand, there is a risk in using AI too blindly. CS and IT graduates will need to help out.
Application support analyst vs. Support lead
A support lead is typically in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
The required skills of the two careers differ considerably. For example, application support analysts are more likely to have skills like "data analysis," "project management," "business processes," and "training materials." But a support lead is more likely to have skills like "cash management," "pos," "sales floor," and "math."
Most support leads achieve a similar degree level compared to application support analysts. For example, they're 0.6% less likely to graduate with a Master's Degree, and 0.5% less likely to earn a Doctoral Degree.Application support analyst vs. Software analyst
A software analyst is responsible for creating and designing software programs and applications, as well as modifying existing ones for optimization according to business requirements. Software analysts work with the technical team to draw system codes, analyze programming languages, and ensure the stability and efficiency of software navigation by running multiple quality checks to the system. They inspect the application's performance, configure servers, and improve software infrastructure according to quality findings. A software analyst records resolution reports and provides progress updates, ensuring that the project adheres to budget limitations and set timetables.
Types of application support analyst
Updated January 8, 2025
