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.
• Develop solutions by preparing and evaluating alternative workflow solutions, considering user experience and accessibility.
• Control solutions by establishing specifications and coordinating production with programmers, ensuring compliance with relevant regulations and standards.
• Validate results in Sandbox and production environments post-deployment, ensuring smooth transitions and minimal disruption.
• Contribute to the accomplishment of information systems and organizational missions.
• Maintain regular and punctual attendance, demonstrating commitment to team success.
• Comply with all company policies and procedures, adhering to IT security and data privacy regulations.
• Assist with any other duties as assigned, demonstrating adaptability and a willingness to learn new skills.

IT Application Support Analyst II

In addition to the responsibilities listed for IT Application Support Analyst I, an IT Application Support Analyst II may also be responsible for the following:

• Drive proactive improvement work across the platform, implementing advanced monitoring, analytics, and optimization techniques to ensure system performance and stability.
• Serve as the primary point of contact for business stakeholders to investigate, troubleshoot, and resolve critical incidents, demonstrating advanced problem-solving skills and a deep understanding of the systems involved.
• Develop a comprehensive understanding of cloud telephony platforms and support various departments in improving call plans, testing, and delivering seamless customer call routing, while staying informed about emerging trends and technologies in cloud telephony.
• Provide knowledge transfer and training within the team, sharing best practices with team members to enhance the quality and efficiency of business user support, and contribute to the knowledge base for new or improved functionalities.
• Act as a mentor and coach for junior team members, helping them grow professionally and promoting a positive, collaborative team environment.
• Coordinate with cross-functional teams and stakeholders to implement large-scale projects, ensuring proper planning, execution, and communication throughout the project lifecycle.
• Participate in the evaluation and selection of new tools, technologies, and vendors, providing expert guidance to ensure alignment with business needs, security requirements, and industry best practices.
• Collaborate with IT management in developing and refining IT policies, procedures, and strategies, contributing to the overall success and effectiveness of the IT organization.
• Continuously assess and improve IT service delivery processes, identifying opportunities for automation, efficiency gains, and improved user satisfaction.
• Demonstrate leadership and initiative in addressing complex issues, driving resolution and continuous improvement efforts across the organization.

Knowledge, Skills, and Abilities

• Must have a strong work ethic and demonstrate a proactive approach to problem-solving.
• Excellent oral and written communication skills, with the ability to effectively explain complex technical concepts to both technical and non-technical audiences.

• Demonstrated ability to resolve conflicts and facilitate productive discussions among team members and stakeholders.
• Strong analytical and problem-solving skills, with a solutions-oriented mindset and the ability to multitask in a fast-paced environment.
• Proficient planning, communication, and organizational skills, with experience in managing multiple priorities and meeting deadlines.
• Strong interpersonal skills, with the ability to collaborate effectively across teams and engage with various stakeholders.
• Knowledge of client workstation hardware, network environments, and cloud-based technologies, with a focus on CRM and call center systems.
• Familiarity with IT practices, policies, and procedures, including cybersecurity best practices and data privacy regulations.
• Adaptability and willingness to learn and stay up to date with emerging trends and technologies in the IT industry.
• For Level II: Demonstrated leadership skills, with the ability to mentor, coach, and guide junior team members in their professional development.
• For Level II: Proven project management skills, with experience in coordinating and executing large-scale projects involving cross-functional teams and stakeholders.

Qualifications(Experience and Education)

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.