Enterprise Applications Support Analyst, IT

Enterprise Applications Support Analyst, IT

Job Summary:

Looking for Enterprise Applications Support Analyst to join the Enterprise Applications team at our Corporate Headquarters in Park Ridge, NJ. The role will play a crucial part in ensuring the smooth operation and optimal performance of our enterprise applications like Microsoft Dynamics 365 Sales (CRM), Smartsheet, Intranet, and various other SaaS cloud-based applications. This role involves providing technical support, troubleshooting issues, administration of the platforms and collaborating with cross-functional teams to maintain and enhance our suite of enterprise applications. The ideal candidate will have a strong understanding of cloud-based software systems, excellent problem-solving skills, quick learner, and a customer-centric approach to support.

Duties & Responsibilities:

• • Provide first and second-level support for enterprise applications, including troubleshooting, issue resolution, and escalation management.
  • Execute successful onboarding and offboarding activities for the various cloud-based applications.
  • Collaborate with internal stakeholders and external vendors to identify, prioritize, and resolve application-related issues and enhancement requests.
  • Perform routine maintenance tasks, including software updates, patches, and configuration changes, to ensure the stability and security of enterprise applications.
  • Work with the Development team to complete some of the small to mid-sized enhancements request.
  • Develop and maintain documentation, including user guides, knowledge base articles, and standard operating procedures, to facilitate effective support and training.
  • Participate in the testing and deployment of new software releases and enhancements, ensuring compatibility and reliability across the enterprise application environment.
  • Monitor application performance and system health, proactively identifying and addressing potential issues to minimize downtime and maximize efficiency.
  • Contribute to continuous improvement initiatives, recommending and implementing process enhancements and automation to streamline support operations.
  • Provide training and guidance to end-users, empowering them to effectively utilize enterprise applications and resolve common issues independently.

Desired Skills & Experience:

• • 2+ years of experience in cloud-based SaaS applications
  • 1+ year experience with Microsoft Dynamics 365 for sales (CRM)
  • Proficiency in troubleshooting technical issues and conducting root cause analysis.
  • Worked with End Users to help solve their issues.
  • Inherently motivated, able to work effectively both independently and in a team environment.
  • Handle tight deadlines, learn quickly, and maintain a positive, professional attitude.
  • Proven ability to identify, analyze and solve problems.
  • Excellent organizational, time management, interpersonal and communication skills, both verbal and written.

Education & Certifications:

• • Bachelor's degree in Computer Science, Engineering, Information Systems, Business or related discipline is required.

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