Sr. Software Application Support Analyst (Personify)
Non-Profit - Carlsbad, CA

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Position Title: Sr. Software Application Support Analyst
Department: IT
Classification: Full-time - Exempt
Position Reports to: IT Director
Positions Supervised: None
Schedule: Monday through Friday, occasional weekends and evenings
Relocation: We will provide a relocation package for the correct candidate.
Pay: Salary plus full benefit

Provides Level I and II support and administration of COMPANY’S application software solutions. Works with IT department staff and outside consultants on the maintenance and support of these systems; supporting end-users with their requirements, business analysis of user needs, training as well as creating and maintaining custom reports.


Software Application Support (Personify)

  • Acts as a functional expert for COMPANY’S software applications.

o First point of contact for IT department to provide Level I and II help desk application support to users.
o Works with outside consulting resources as needed to support COMPANY’S staff and departments for software application support.

  • Support Request Tracking.

o Enters COMPANY’S departmental and user request into COMPANY’S work request tracking systems.
o Works with IT management and departments to track and prioritize COMPANY’S application support requests for resolution through in-house or outsources resources.
 Manages IT application projects and user requests from initiation to closure.

  • Responsible for communication project status to all stakeholders.
  • Governance.

o Creation and ongoing maintenance of software application IT Governance and Security policies and procedures.

  • Technical Support.

o Works with IT staff to ensure all data and backups are being performed as required to ensure the safety and recovery of COMPANY’S application.
o Assists in troubleshooting and technical system support of COMPANY’S software applications.
o Monitor & troubleshoot issues pertaining to application and database servers.
o Works with IT leadership and architects to identify system configuration/setup for future rollouts.
 Implements and tests desired configurations in a test environment.
o Analyzing the need for and works with IT management and outside consultants to perform application and database upgrades and patches as required to keep COMPANY’S applications current.
o Works with outside consulting resources as needed to support COMPANY’S staff and departments for technical support

Reports/Ad Hoc Queries

  • Works with COMPANY’S staff and management to identify and create/ modify COMPANY’S custom reports.

o Creates data pulls and custom reports as needed. Assists with COMPANY’S eblasts and needed using data pulls.
o Documents all report and query definitions, source code and other relevant data for long-term analysis.
o Creates Views for Ad Hoc Query tool and reporting needs.
o Creates and maintain reports using T-SQL & SQL Business Objects.
o Works with outside consulting resources as needed to create/modify COMPANY’S reporting.
o Helps develop and create business intelligence reporting and dashboards for COMPANY’S management.


  • Identifies and provides training and training resources to COMPANY’S staff on the use of enterprise applications and related policies and procedures.

o Trains and assists users with report design and management.
o Creates association wide COMPANY’S enterprise application software training schedules and plans.

Business Analyst

  • Acts as a senior support analyst for enterprise applications and data systems; documenting and analyzing processes, procedures, and/or polices.

o Provides business analysis and process improvement support for COMPANY’S departments that use association wide application software.
 Gather, document & analyze departmental and end user requirements and business processes to determine what they need from application software. Works with COMPANY’S staff to identify and implement and improve business processes.

  • Reviews and analyzes requests for configuration/setup changes to production environment.

o Makes recommendations on changes to systems and processes based on requirements gathering and workflow changes.
o Documents approval or denial and communicates impact with requestor.
o Work with other IT and Web staff in the analysis, design, development, testing, and implementation of enhancements and new systems.

Data Integrity

  • Works with COMPANY’S staff and management to develop, implement and lead data auditing and integrity plans for each department.

o Leads COMPANY’S data quality awareness efforts.
o Works with IT leadership and other departments to document all data integrity policies, procedures, and build the organization’s data integrity knowledgebase.
 Provides support/resources as needed to ensure contact tracking records are up-to-date with all relevant activity.
 Provides resources as needed to help cleanup data integrity issues.
 Works to define key data consistency issues; establishes quality control methodologies for use on enterprise data systems.
 Helps develop reports, dashboards and processes to continuously monitor data quality and integrity.
o Recommends changes to workflow and processing plans to ensure data quality and consistency.

Other Responsibilities:

  • Support COMPANY’S IT at trade shows as needed.
  • Other duties, not specifically listed in this job description, may be assigned at the discretion of COMPANY’S management.


  • Education/Certification: Associates or Bachelors (preferred) in IS, computer science, business or a related field desired. Degree required waived for significant relevant work experience.
  • 3-5 years’ experience with Personify association management software.
  • Experience with application reporting tools
  • Experience in project/program management

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low to moderate. However, at the Trade Shows, the noise level is usually high.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, and ability to adjust focus. You may be asked to lift up to 40 lbs.

In accordance with the Americans with Disabilities Act, it is possible that conditions and requirements may be modified to reasonably accommodate disabled individuals. However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Position descriptions do not create employment contracts. COMPANY’S maintains its status as an at-will employer. Employees can be terminated for any reason at any time not prohibited by law.

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