Application Support Analyst
American Traffic Solutions - Tempe, AZ

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Job Description:
The Application Support Analyst is responsible for
supporting applications in a production environment and
ensuring the software is functioning properly after
installation. Monitoring production environments to
ensure applications are operational during pre-defined,
critical operating time periods is also required. Duties
also include responding to support requests to analyze
and troubleshoot problems, escalate to appropriate
resources, identify and propose solutions as well as
provide updates and communication to users and the
management team.

Key Responsibilities:
§ Ensure applications are properly functioning
§ Recommend upgrades, complete patches to new and
existing applications and equipment
§ Analyze and troubleshoot application problems
§ Escalate defects, systems and network issues to
appropriate resources
§ Escalate 3rd party software issues to vendors,
insuring proper attention is given to the issue
depending on severity
§ Identify potential points of deviation in existing
processes and recommend solutions
§ Examine application-related information and provide
recommended course of action to key stakeholders that
help enhance the customer experience and/or solves
existing business problems
§ Communicate technical information to a variety of
internal and external stakeholders both verbally and in
writing
§ Problem Diagnosis skills [i.e., discovery,
replication, troubleshooting, resolution, verification,
communication and/or escalation as required]
§ Implementation of break/fix and/or maintenance patches
§ Provide updates and communication to users, the
management team, and development teams on issues
§ Provide technical assistance by responding to
inquiries regarding errors, problems, or technical
questions; assist other technical support staff as
required
§ Establish strong relationships with the development
teams, system administrators, and network administrators
§ Prepare production environments for all new releases
§ Assist with quality assurance test efforts where
appropriate and applicable
§ Provide monitoring in production environments to
ensure applications are operational during pre-defined,
critical operating time periods
§ Coordinate production emergencies with internal
experts and key stakeholders
§ Proactively monitor network systems for expected
results, trends and improvement areas
§ Develop and maintain production support process,
tracking and documentation

Required Knowledge, Skills, & Abilities:
§ 2+ years’ experience providing production support or
similar role
§ Knowledge and experience in varying technologies
including Microsoft Windows, Databases (Oracle and/or
SQL Server), etc.
§ Database Experience: Oracle, SQL Server
§ Strong working knowledge of office applications (i.e.
MS Excel, MS Word, Visio, and PowerPoint)
§ Written and verbal communications are clear, concise
and achieve intended objectives
§ Demonstrated ability to multi-task and prioritize
projects and tasks
§ Able to problem solve independently as well as part of
a team
§ Demonstrated ability to utilize process yet is
flexible and creative when the need arises
§ Understanding of software development processes and
methodologies including their documentation and creation
§ Ability to comprehend overall product vision and
participate in feature definition process
§ Able to work well with development engineers
§ Excellent interpersonal skills and communication
skills
§ Exposure to hardware and software troubleshooting
efforts
§ Experience with 3rd party vendor relationships

Preferred Knowledge, Skills, & Abilities:
§ Bachelor’s degree in Computer Science
Req. Code : 453
Division/Department : IT Operations & Architecture

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