The Application Support Analyst serves as the technical leader of the application support team, supporting internal customers for all services and support-related questions of ATS’s business applications. They will develop technical resources and mature the application support process. The Applications Support Analyst will also troubleshoot and resolve application issues with exceptional customer service skills. Education and Experience - 2 or 4-year degree in information technology, computer science, software development, or related field or equivalent combination of education and experience. - 2+ years of application support and troubleshooting experience. - 2+ years of technical expertise in support in IT. - 2+ years of experience in process improvement, and process automation (or similar experience). - Must have experience with process improvement and process automation tools. - Must be self-motivated, and able to work on complex technical issues independently. - Be a team player, amenable to a variety of work projects. - Ability to work with cross-functional teams in a fast-paced environment. - Must be detail-oriented and analytical with the ability to apply data. - Proficient in responding to internal and external customer situations, responding to customer needs as required. - Think creatively and provide creative contributions to projects. - Demonstrate a proactive commitment to ATS corporate values and the success of all staff. - Proficiency in Microsoft Office (Word, Excel, and Outlook) required. - Excellent communication skills (written, listening and verbal). - Willing and able to travel infrequently, including overnight travel. Essential Duties and Responsibilities - Provide technical expertise to a team of Application Support Specialists, assisting with the technical development of the team, maturing standards and processes, and escalating support issues when needed. - Analyze, test, and troubleshoot application-related issues and implement new software and product releases. - Perform initial triage on all new application issues. - Interface with other IT teams and 3rd party vendors for technical support and fixes. - Develop and maintain standard operating procedures (SOP’s) for common technical issues and monitors to ensure compliance and consistency with the SOP’s. - Prioritize support functions to minimize customer impact. - Consult on automating processes as well as creating documentation and instructions. - Maintain IT department technical documentation and support ticket system. - Research and resolve inquiries in a professional, timely, and accurate manner. - Identify faults, and issues and recommend appropriate paths to resolution as appropriate. - Write, edit, and proofread technical documentation, user manuals, and training manuals. - Suggest changes to internal procedures that enhance the use of new or existing software. - Support ATS’ culture by aligning actions, behaviors, performance, and decisions in accordance with the Company’s values as set forth in our All-Employee Competencies. - Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required. - Perform other duties and responsibilities as assigned. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - This position performs work primarily in an office setting. - Constantly in a stationary position and occasionally will move around. - Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s).