Application Support Analyst Duties and Responsibilities
In order to ensure that all applications run smoothly and all customer inquiries are properly addressed, Application Support Analysts perform a variety of tasks. We analyzed several online job postings to identify these core Application Support Analyst duties and responsibilities.
Application Support Analysts will receive customer complaints and inquiries through a variety of channels, including email, phone and live chat. In addition to making sure that each individual complaint is properly dealt with, Application Support Analysts also need to assess customer problems as a whole so that particular areas of concern can be identified.
Beyond solving problems which have already arisen, Application Support Analysts must also come up with plans designed to help avoid problems in the first place. This involves regularly evaluating the current state of the application, identifying aspects which could be improved and recommend changes in order to facilitate those improvements.
Reacting to customer-reported issues is a large part of an Application Support Analyst’s job, but it’s not all there is to it. Ensuring consistent day-to-day maintenance is also a crucial responsibility, and Application Support Analysts must direct a team of software developers and production support staff in order to accomplish this.
Application Support Analysts need to take long-term positive changes into consideration as well as short-term problem-solving. To lay the groundwork for those changes to take place, they will be required to keep detailed records of the application’s performance and shortcomings for senior-level staff to review and analyze.
Provide On-Call Support
Along with analyzing big-picture problems and solutions, Application Support Analysts will often need to provide on-call tech support to an application’s users. Depending on their employer, this can either occur on an as-needed basis or be a regular responsibility. Interaction with users can take place through phone calls, emails or live chat and requires Application Support Analysts to give each user their full attention.
Application Support Analyst Skills
Successful Application Support Analysts are abstract and creative thinkers who thrive on tackling difficult challenges. They embrace a varied set of responsibilities, and are just as eager to lead a team of talented programmers as they are to assist individual users. In addition to these general skills and personality traits, employers are looking for Application Support Analysts with the following skills.
Core skills: Based on our analysis of multiple online job postings, employers are seeking Application Support Analysts with the following core skills. If you’re interested in pursuing a career as an Application Support Analyst, focus on these.
- Ability to work with cross-functional teams
- Ability to juggle multiple projects simultaneously
- Firm Grasp of Structured Query Language (SQL)
- Up-to-date knowledge of scripting, coding and application software
- Willing to work on weekends and/or after hours
- Excellent leadership skills
- Excellent written and verbal communication
- High attention to detail