IT Applications Support Analyst I

Job Summary:

As a member of the IT Business Analysis team, the IT Application Support Analyst serves as a vital technical resource, supporting Inogen CRM & Call Center business systems across various levels of complexity and responsibility.

Working under the direction of the Manager of Business Analysis, this role collaborates closely with other members of the IT team, Business Stakeholders, and 3rd party vendor partners to provide comprehensive technical and functional application assistance.The IT Application Support Analyst is responsible for investigating, troubleshooting, and resolving critical incidents, while also engaging in ongoing management and support of CRM and Call Center business systems.

This role focuses on continuous improvement, staying informed about the latest trends and technologies, and ensuring seamless integration and optimization of the CRM & Call Center platforms.

The IT Application Support Analyst demonstrates adaptability, a strong understanding of industry best practices, and a commitment to delivering exceptional user experiences and satisfaction.Depending on the level of expertise (Level I or Level II), additional responsibilities may include proactive platform improvements, serving as the primary point of contact for business stakeholders, mentoring and coaching junior team members, and collaborating with IT management in developing and refining IT policies, procedures, and strategies.

 

Responsibilities(Specific tasks, duties, essential functions of the job)

IT Application Support Analyst I


*  Focus on continuous improvements in application monitoring and the underlying infrastructure, staying up to date with the latest trends and technologies.


* Collaborate with Production Application Business Users to understand their needs and expectations, directing them to the proper solution in a timely manner.


* Perform change, incident, and problem management for CRM and Cloud CTI platforms, leveraging automation and AI-powered tools when possible.


* Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up, and communication of any production issues to technical resources and business users.


* Evaluate alternative risks and solutions with IT management before taking action to provide timely resolution, considering the implications of cybersecurity and data privacy.


* Document questions, suggestions, testing performed, results, and next planned steps in the case management system.


* Partner with the Business Analysis team, development, system integrators, and other departments to address complex issues, involving the appropriate resources as needed.


* Proactively identify, troubleshoot, and resolve problems, leveraging data analytics and machine learning techniques when applicable.


* Define application problems by conferring with clients, evaluating procedures, and processes, and staying informed about industry best practices...