Senior Technical Application Support Analyst

for General Growth Properties Inc. in Chicago, IL

Bachelor's degree in IT or related field, SQL, JD Edwards, Windows Operating Systems, Citrix Publishing, Client/Server Application Installation, Web-Based Application Installation 
Chicago, IL
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GGP has an immediate need for a Senior Technical Application Support Analyst in our Corporate Office in Chicago, IL.

General Growth Properties has been in the shopping center business for more than 50 years blending innovation, tradition and reputation to create some of the country*s top shopping centers. As employees we are collaborative, creative, self-starters who aim to positively impact the shopping experience for our customer every day. A career with GGP is your chance to embark on a rewarding journey into the retail real estate industry!

Position Summary:

The Senior Technical Application Support Analyst role is responsible for second and third level service desk incidents, projects, operational tasks, system configuration and setup, installation, deployment and security administration for GGP*s third party and internally-developed applications. This individual will be responsible for providing both functional and technical support of several critical business and operational applications. This individual must efficiently manage multiple assignments with a sense of urgency, structure, and attention to detail to ensure business continuity. This individual should possess advanced troubleshooting, problem solving and analytical skills. In addition, this individual will be responsible for providing ongoing mentorship and guidance to the Application Support Specialists and Technical Application Support Analysts.

Responsibilities include the following:

Functional/Technical Skills

*Responsible for the analysis, troubleshooting and resolution of second and third level service desk incidents while adhering to departmental procedures
*Partner with the Infrastructure and Application teams to ensure that problems are resolved in an efficient and timely manner
*Configure, maintain, upgrade, deploy and install applications and/or application changes in compliance with software development life cycle (SDLC) procedures. Also, ensure the steps taken do not have a negative effect on the production environment.
*Monitor and manage system performance and availability of 3rd party and internally developed applications
*Possess the ability to write complex ad hoc queries for data analysis and troubleshooting purposes
*Troubleshoot and resolve advanced application issues from the server perspective, utilizing logs, administration or monitoring tools, server configurations and other techniques
*Manage and troubleshoot application integration issues, understand the supporting integration tools and data flow
*Recommend and design system changes or enhancements, giving primary consideration to the feasibility, maintainability, internal customer needs and overall cost/benefit and quality requirements
*Proactively learn new technologies to support 3rd party applications as they become part of the application portfolio
*Organize and prioritize tasks per an established timeline and follow-up to ensure appropriate completion
*Create and maintain documentation related to installation, architecture, configuration, operational tasks, and troubleshooting for applications in a central repository
*Mentor and provide ongoing guidance to Application Support Specialists and Technical Application Support Analysts on complex issues and errors
*Prepare the training and documentation for the first level service desk and transition the knowledge accordingly
*Possess in-depth knowledge of the supporting business process and functionality of assigned applications
*Coordinate with Application Development to transition responsibilities to Application Support as appropriate
*Administer applicable security in adherence to the application*s access request and approval procedure(s)
*Coordinate with application vendors as needed in the support process
*Efficiently manage and multi-task multiple assignments with a sense of urgency, structure, and attention to detail in a high paced environment
*Proactively undertake additional responsibilities
*Complete all tasks, duties and projects as assigned

Project Skills

*Act as a technical lead on PMO projects and enhancements, including but not limited to, providing technical tasks and timing for the project plan, maintaining issues log, performing QA testing alongside the business users, completing all technical implementation tasks, researching issues and properly transitioning the application to the rest of the Application Support team and the service desk
*Partner with business and IT partners to strategize, plan and implement needed projects within designated time and budget constraints
*Monitor project plan and complete activities prior to the deadlines
*Assist and/or manage special projects within the department

Communication Skills

*Employ effective communication within the team as well as communication with internal customers, management, and other Information Services personnel. Must be able to effectively and clearly communicate to the end-user community, tailoring the communication style/method to the specific need, and be able to discuss technical solutions in a non-technical manner.
*Develop relationships with business owners to ensure high quality technical services are being met
*Ability to develop, establish and maintain effective working relationships /partnerships with customers by responding to needs & exhibiting a sense of urgency
*Manage and prepare system documentation and assist in the creation of user/training documentation
*Provide regular communication on the status of assignments, requests and projects

Qualifications include the following:

*Bachelor's Degree in IT or equivalent required
*5 - 8 years experience in IT or related field
*Must be able to analyze, diagnose and solve complex issues independently as well as cooperatively
*Strong communication skills; Must communicate clearly with customers and peers
*Ability to follow instructions
*Self-starter who takes initiative and is proactive, service oriented, able to solve problems via telephone and available to work some non-regular hours
*Working knowledge of the following:
-Windows Operating Systems (2003 & 2008)
-SQL Server (2005 & 2008)
-Citrix Publishing
-Client/Server Application Installation & Configuration
-Web-Based Application Installation & Configuration
*Ability to use SQL query tools to research data issues
*Technical Architecture Designs are configured (Client/Server, Citrix & Web-Based)
*Familiarity with and/or exposure to the following technologies is a plus:
-JD Edwards

General Growth Properties Inc.
110 N. Wacker Dr.
Chicago, IL 60606