Application Analyst

The Application Analyst III is a senior technical position that is responsible for maintaining, supporting, and upgrading existing systems and applications. This individual will apply proven communication skills, problem-solving skills, and knowledge of best practices to guide the team on the operations, testing, and deployment of mission-critical information and software systems. The Application Analyst will provide production support and operational activities necessary to maintain the applications that support the business. This position is responsible for ensuring that the applications and all necessary interfaces operate according to defined requirements and service level agreements. This role works closely with respective application teams, business groups, vendors, and other IT support groups. This role leverages the individual’s technical knowledge and analytical skills to support the delivery and ongoing operations of IT projects and initiatives into the operating environment.

This position can be based remotely within the US and requires 5% travel.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides excellent service and technical support to customers across multiple departments in support of specified applications.
• Conducts routine monitoring, administration, and continual improvement of application within the production environment while providing high level technical support to customers.
• Responds to production issues by reporting, logging, escalating, and tracking issues through resolution in ticketing system and functions as technical escalation resource to Help Desk.
• Analyzes and troubleshoots applications and interfaces to ensure problems do not recur and root cause is identified.
• Generates various reports by querying application databases when requested.
• Facilitates and/or participates in monthly maintenance activities as they relate to production applications.
• Controls and monitors user access to applications.
• Develops and maintains system and application documentation required to support and maintain applications and their production schedules.
• Ensures data integrity of systems and proactively monitors applications and corresponding interfaces for issue indicators or production impacts.
• Functions as a technical subject matter (SME) for support of applications in production environment and acts as a technical resource in organizational projects.
• Provides testing of applications, upgrades, and patches prior to introduction to production environment.
• Interfaces with third party service providers to coordinate maintenance, upgrade schedules, or to initiate/follow-up on tickets relevant to their services.
• Analyzes processes, recommends process improvement, and writes formal documentation.
• Supports various areas of the environment by automating processes, troubleshooting problems with internal departments, and configuring and maintaining software platforms.
• Participates and can lead team meetings, provide status reports, exception reports, prioritization of business requests, and definition of any new requirements or enhancement requests.
• Provides training on production issues and new application functionality to team members and customers as needed.
• Other duties as assigned by management.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or similar field or equivalent work experience.
• 6+ years’ work experience.
• Ability to work independently as well as in a fast paced, team-oriented environment.
• Must have excellent interpersonal, communication and listening skills.
• Ability to execute and resolve multiple project deliverables and problems.
• Must be well organized.
• Strong analytical, assessment and problem-solving skills.
• Must be detail-oriented and can work proactively and effectively on multiple tickets with minimal supervision.
• Familiarity with a wide variety of technologies including SQL Server, SQL coding, Windows server, data integration, application integration, SOA, etc.
• Understands SDLC process / ITIL / COBIT best practices.
• Demonstrated knowledge with relational database systems, networking, and Internet technologies as it pertains to an application in production.
• Understanding of requirements for support in SaaS environments.
• Ability to automate operational procedures via a variety of shell scripting languages.
• Proficient with systems, application, and database monitoring tools and techniques.
• Proficient with scheduling, starting/stopping, and restarting application processes.
• Ability to handle conflict resolution and priority issues with customers.
• Experience working with all levels of the organization and with technical and non-technical users.
• Active support of HFHI Values:
• Humility – We are part of something bigger than ourselves.
• Courage – We do what’s right, even when it is difficult or unpopular.
• Accountability – We take personal responsibility for Habitat’s mission.
• Safeguarding: HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.

PREFERRED – In addition to minimum:

• Experience with CRM Systems such as Blackbaud CRM, Luminate Online and Marketing Data Systems such as Merkle and RedPoint.
• Some application developmental familiarity or experience. (ASP.NET, Web Services, XML, and SOA)
• Experience with JIRA ticketing system.
• Knowledge and experience with Skilled Agile Framework (SAFe) and continuous improvement methodology such as LEAN Six Sigma.

The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal leave, health insurance options, retirement plan contributions and life insurance.

For work locations in the US, the hiring range for this position is $86,700 - $102,000.