Application Support Analyst | 5500

Responsibilities:

• Provide Tier-3 support for tool-related issues, troubleshoot problems, and guide IT staff and end-users to ensure smooth service delivery.
• Act as a liaison between Application Support, Sales, customers, and the development team to communicate feature enhancements and platform requirements.
• Participate in the full application lifecycle, including testing, deployment, upgrades, and support, ensuring timely and successful releases.
• Conduct comprehensive application and stress testing prior to implementation to ensure system stability and performance.
• Develop and maintain user manuals, best practice documents, newsletters, and stakeholder communications while fostering strong working relationships.
• Monitor customer feedback after feature releases, evaluate NPS scores, and identify opportunities for continuous improvement and process automation.
• Maintain in-depth knowledge of core platforms, stay informed...