Application Support Analyst I

High school diploma or GED
Strong analytical, problem-solving, and communication skills.
Experience with authoring tools and learning management systems.
Strong understanding of the systems and technologies for which documentation is being created. Ability to quickly grasp system functionality and subject matter concepts and translate them into clear, concise instructions.
Exceptional writing and communication skills, with the ability to convey system instruction in an understandable and engaging manner.
Meticulous attention to detail, ensuring accuracy and consistency in all documentation.
Ability to work collaboratively with cross-functional teams, including subject matter experts, training professionals, and end-users.
Must demonstrate effective time management skills and the ability to handle multiple competing priorities in a fast-paced, dynamic, remote work environment.
Flexibility to adapt to changing priorities and requirements in a fast-paced environment.

Addresses and manages service questions, requests, incidents and monitors their status through resolution. Performs problem management and root cause analysis, participates in changing management procedures.
Collect and analyze customer input and transactions, exercise professional judgment based on analysis, and closely coordinate with Enterprise Technology teams and organizational partners (Accounting, Payroll, HR, Provost, etc.) to troubleshoot issues, conduct root cause analysis, and implement solutions.
Identifies opportunities to enhance service quality; suggests process improvements and their movement to appropriate service tiers; collaborates with team, support partners, service owners, and system administrators to achieve high quality service delivery and customer support.
Investigate and recommend proposed enhancements suggested by customers, test and validate these enhancements, and work with cross-functional and technical teams to implement resolution steps. Develop comprehensive process or procedure documentation, diagrams, matrices, or workflows.
Collaborates with the team and service partners to create, edit and modify internal and external facing knowledge as required to meet operational goals. Reviews existing knowledge base articles, evaluates content for revision, retirement, archiving or migration.
Other duties or related functions as assigned.