Application Support Associate

How will this role impact First Command?

The Application Support Associate works closely with their team and is responsible for maintenance and support of First Command’s technology solutions and their corresponding business processes. This role requires troubleshooting, user support and documentation skills to facilitate the daily operations of First Command. They spend their time learning applications and business process administered by the support group,

What will the employee do in this role?

• Engage with end users and provide a genuine experience
• Work with internal and external partners to resolve escalated issues
• Perform extensive research of issues and document investigation for hand-off to development teams
• Identify, document, and communicate workaround procedures to stakeholders
• Create documentation that can be understood by various audiences
• Participate in Root Cause Analysis efforts to ensure issues are addressed to their fullest and help identify improvement opportunities
• Engage agile teams to learn new capabilities and functionality in preparation for release to users
• Continued education of First Command processes to better support the business
• Participates and engages in executing test plans created around new capabilities and functionality
• Support Management in improvement initiatives
• Ability to work independently and self-motivate

What skills and qualifications will you need?

Education

·        Preferred – Bachelor’s Degree in a Business-related or Information Systems related area of study

Work Experience

·        1+ years’ experience of technical support analysis or call center experience

Required Knowledge, Skills and Abilities

·        Required – Ability to work alongside others and be a team player

·        Preferred – Knowledge of SQL

·        Preferred – Troubleshooting and debugging

·        Preferred – Knowledge of at least 1 major business processes within First Command

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