IT Application Support Analyst (Information Technology)

OVERVIEW:

The IT Application Support Analyst for The Children's Museum of Indianapolis, Inc. works closely with other members of the IT team and colleagues across the organization to support, evaluate, and improve the museum's software applications. The analyst is responsible for providing technical support and troubleshooting for CRM, finance, HR, and business systems software applications, among others. The incumbent works closely with end-users, identifying and resolving issues, and ensuring optimal performance of the applications and requisite hardware. The analyst has primary responsibility for promoting a continuously improving culture of efficiency and software adoption throughout the organization.

The Children's Museum is fiercely devoted to our Diversity, Equity, Accessibility, and Inclusion (DEAI) efforts. Together we are building and sustaining an inclusive culture that encourages, supports, and celebrates differences. 

REPORTS TO:  Infrastructure and Helpdesk Manager

ESSENTIAL RESPONSIBILITIES:

1. Serves as the initial point of contact for issues regarding internal and externally facing applications including customer portals and policy; perform analysis on reported issues, resolve where possible, and escalate when necessary. Provides first- and second-tier user support for software applications including CRM, finance, HR and supporting hardware. This includes both on-premise and SaaS applications.
2. Diagnoses and resolves application issues, including software and hardware functionality, ensuring minimal disruption to business operations.
3. Works with internal subject matter experts and administrators to configure and maintain software. Performs regular maintenance and updates to ensure the applications are running smoothly.
4. Conducts routine and specialized training sessions for end-users to enhance their understanding and ensure efficient use of applications. Maintains detailed documentation of issues, resolutions, and user guides.
5. Works closely with IT and vendors to escalate and resolve complex issues. Develops and manages relationships with key vendors.
6. Proactively identifies customer pain points and opportunities for software-driven enhancements, as well as identify gaps in training or processes. Monitors application performance and implements improvements or makes recommendations, as needed.
7. Maintain active knowledge of new software and technologies or new functionality within existing technologies in order suggest improvements.
8. Acts as a backup resource for the Help Desk Analyst and the Infrastructure Manager for vacation coverage or in times of increased demand.
9. Ensures all applications comply with museum policies and industry regulations.

REQUIREMENTS:

1. Bachelor's degree preferred in information technology, computer science, computer technology, or a related field. Equivalent experience and certifications will be considered.
2. Three (3) years of experience with the Windows operating system and Windows Server platforms.
3. Three (3) years of experience with application support across an array of software platforms, including CRM, HR, and Finance. Sharepoint experience a plus.
4. Experience with enterprise software patch and version updates in a Windows Server environment.
5. Experience in SQL and PowerShell preferred.
6. Strong customer service skills and patience when dealing with colleagues with varying degrees of technical ability. Requires exemplary organizational skills.
7. Must have knowledge and experience regarding the configuration, assembly, and operation of computers, network, and virtualization technologies.
8. Must have excellent logic, analytical, problem resolution, and communication (both written and verbal) skills.
9. Must be able to work a periodically flexible schedule, including occasional weekends, evenings, and some holidays.

ADA REQUIREMENTS:

1. Must be able to perform extensive work in indoor environments, to read documents, drawings, data reports, research and to view computer monitors.
2. Must be able to communicate in planning and implementation situations and express presentations of ideas. Team and group dialogue required for communication of plans and concepts.
3. Must be able to effectively communicate during complex situations involving coordinated group work, for telephone work, for group conversations for planning work.

Must lift objects up to 30 pounds. Agility and dexterity are required to kneel, sit, or stand for prolonged periods of time as well as extensive navigation of the museum facility and campus.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

See job description