Description

The Application Support Analyst will provide functional support to all Intapp Intake users across all offices of the firm.

Responsibilities:

  • Act as First Responder to escalated incidents
  • Analyze incidents and system issues discovered by the Users of Intapp Intake. Evaluate each incident, and provide feedback and/or detailed problem analysis for further escalation
  • Review open incidents and determine strategies for closing those incidents
  • Have a clear understanding of Technology Help Desk Support procedures and understand when to properly escalate incidents to the IT Team (Developer, Database Administrator, etc). Prepare a detailed analysis of each problem; coordinate schedules with developers and other IT staff
  • Act as liaison for the Technology Help Desk
  • Review and respond to the Technology Help Desk regarding Intapp Intake, Conflicts, Terms, and Experience incidents. Triage incidents accordingly
  • Provide regular status reports of outstanding issues to the Management
  • Maintain open communications with other support members regarding the progress of outstanding issues; coordinate with the IT Team to ensure proper resolution of each issue
  • Assist the Developers in testing new enhancements as needed
  • Assess reports requests from Users and determine the feasibility of reports
  • Generate reports to Management for statistical evaluation and analysis
  • Generate reports as requested by office Users. Responsible for collecting requirements, designing solutions, testing, and working with Users in UAT (User Acceptance Testing)
  • Work with the Development and Project Team on special projects as assigned

Skills and Experience:

  • Bachelor’s degree in computer science or related field preferred.
  • Experience in business analysis or functional/application support
  • Strong analytical and problem-solving skills
  • Excellent communication skills, both written and verbal
  • Excellent interpersonal skills
  • Technical Skills: Proficient in Windows and MS Office, Advanced SQL Enterprise Manager skills, and Query Analyzer & Reporting tools such as MS-SQL Reporting Services
  • Experience in Integration Builder and PowerBI is a plus but not required
  • Able to prioritize and work independently with limited supervision
  • Strong commitment to outstanding customer service
  • Professional, reliable, mature, and able to work with various teams and application users across the firm.
  • Very adaptable, highly organized, and attentive to details and accuracy
  • Organized, exceptional work ethic, personal and professional integrity
  • High sense of urgency, initiative, and sense of responsibility
  • Able to work in fast-paced, stressful environment
  • Flexible and willing to work in shifting schedule and overtime when necessary
  • Fluent in written and spoken English