Application Support Specialists provide both technical and functional support to business users and external vendors/integrators for application systems.  They work closely with the business SME to ensure proper procedure/process, determine and build requirements for future enhancements, answer user community questions concerning application functionality, identify production issues and resolutions, and install hardware. 

SUPERVISORY RESPONSIBILITY

Application Support Specialists will periodically be asked to serve as mentors to associate level associates

RESPONSIBILITIES

• Assists in the installation, maintenance, and general support of application systems and peripheral hardware. Assists users with questions or problems. May help perform system backups and recovery and install new software.
• Work with business to formulates and defines application systems scope and objectives.  
• Works with business associates to map current and future business processes and aligns technology solutions with short-term and long ‐term business strategies.
• Documents business requirements and creates detailed functional/technical system specifications.  
• Reviews, analyzes, and creates detailed documentation of the systems supported and user needs, including workflow, program functions, and steps required to develop or modify the systems supported.
• Creates detailed test plan.  Executes test plan and documents test statistics, metrics, and results.
• Works with vendors and technical teams to resolve system issues. Evaluates and follows through on issues and problems until resolved or escalated.    
• Evaluates issue patterns to plan and recommend process improvement and system upgrades
• Creates reports to support business decisions.
• Leads small scale or sub functional teams for system design, modification, upgrade, and implementation projects
• Facilitates and ensures compliance of government or regulatory standards (SOX, PCI, internal audit, external audit, etc.) with regard to the systems supported and the ancillary components that support them
• Must maintain high level of technical competence in the systems supported; including pushing creative thinking beyond the boundaries of existing industry practices and client mindsets.
• Demonstrate good organizational and analytical skills.
• Possess good communication and interpersonal skills with clients to identify needs and evaluate alternative business solutions with project management.
• Demonstrate good leadership skills.
• Exhibits confidence and an extensive knowledge of emerging industry practices in systems supported when solving business problems.
• Maintain a positive attitude and demonstrate a commitment to corporate success.

KNOWLEDGE, SKILLS

• Working knowledge of IBM 4690 operating system and IBM ACE application software
• Working knowledge of supported applications
• Knowledge of store policies and procedures for applications related processes
• Strong analytical skills, the ability to think beyond boundaries for solutions of issues and user requests
• Ability to understand emerging practices and technology in both the software and the hardware

EDUCATION AND EXPERIENCE

Associate Degree in computer related field: Minimum of 2-years of experience in applications support or comparable activities.