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Application Support Analyst (IT Dept) - Village of Schaumburg, IL

JOB SUMMARY:

This position supports all enterprise applications across all functional areas of the organization. Duties include maintaining, updating, and patching all enterprise applications and providing end user support to 700+ end users on basic, intermediate, and advanced application support requests.  This position also works closely with in-house development staff to recommend and plan updates or enhancements to custom applications.  The role requires regular interaction with application vendors to track new features and functionality, resolve open support tickets, and to coordinate and plan upgrades.

 JOB DUTIES:

Resolve support tickets from end users for application and software issues. Administers various custom-built and 3rd party applications including password resets, security, tuning, configuration, upgrades, and general application administration as needed. Works as a liaison between application users and application vendors to facilitate service for problem reporting and resolution, service request management, and project and resource coordination. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring enterprise applications. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Develops, implements, and maintains policies, standards and procedures regarding operation of village applications. Maintains and enhances performance of all new and existing software and applications across the organization. Interfaces with vendors for upgrades and patches.  Schedules upgrades, tests, troubleshoots and implements database and 3rd party software. Works with in-house development staff to design and plan application and database configurations to ensure system integrations and compatibilities. Performs other duties as assigned.