Application Support Analyst

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Position Summary
IMM, a leading provider for the past 20 years of innovative software solutions to financial institutions, is expanding our team of technology professionals due to our continued growth and success. IMM is a dynamic organization with a team of highly skilled and talented individuals that work together collaboratively to maintain the competitive edge of our solutions in the market as well as to provide superior customer service to over 650 Financial Institutions using our software solutions. We are currently seeking an Application Support Analyst I, which provides Tier1 application support to our customers for our software solutions with anticipated growth into higher level positions as product knowledge and skill are expanded. This position will solve most issues that are submitted by customers and work closely with higher level support to resolve less common/more complex issues.

 

Duties & Responsibilities

  • Effectively handle customer interaction to resolve support issues.
  • Gather information necessary to provide effective solutions.
  • Utilize our testing environment for issue re-creation and verification.
  • Follow-up with customers throughout the lifecycle of the service call to keep the customer informed of progress towards issue resolution.
  • Accurate and prompt support call tracking.
  • Interface with other members of the Support, Development and Quality Assurance teams.
  • Appropriate diligence when working on customer environments where security and financial risks are significant.
  • Ongoing personal/professional development of both Product and Technical knowledge and skills.
  • Assessment of areas where both internal and customer facing processes can improve.
  • Possible participation in an after-hours support schedule.

Knowledge, Skills & Responsibilities

  • Excellent problem diagnosis and resolution skills
  • A solid technical knowledge background
  • Strong verbal and written communication skills
  • Able to effectively communicate complex and sophisticated software processes to non-technical audiences.
  • Able to work with difficult people in a positive manner
  • Strong organizational and time management skills
  • Works well in a fast-paced environment
  • Able to work independently, with minimal supervision.

Credentials & Experience

  • Preferred: Four years of application support work experience, preferably in a financial institution or business that serves financial institutions.
  • Alternately:  Completion of a higher education Technical program.