Medifast, Inc.

Application Support Analyst

Job Location US-MD-Baltimore
Job ID
2020-3547
Job Category
Information Technology
Type
Regular Full-Time
Shift
N/A

Overview

The Associate Application Support Engineer’s role is to analyze and validate the functionality of core Medifast system applications.  The position will interface with key department stake holders, gather and compile user issues and communicate with development teams as part of the application support cycle. The Associate Application Support Engineer will also apply proven communication, analytical, and problem-solving skills to help support the development process, and to ensure that project deliverables are met according to standards. The Assoc. Application Support Engineer will be responsible for managing support requests for the Application Support Team entered into the IT Service Management system and provide reports on the activities of the Support Team under the direction of the IT Application Support Manager.

Responsibilities

  • Work with IT Service Desk and Application Development teams to quickly identify and resolve production issues impacting our internal teams or external coach & client population. Maintain documentation for recurring support issues in Confluence for future needs. 40%
  • Proactively review ticket queues to ensure timely follow up and resolution to issues; ensure leadership is aware of escalations in development work or requiring delayed completion.
  • Provide regular follow ups with internal customers and business partners on status of their tickets or projects within your domain of responsibility; this could be both in the ticket comments or via email, chat, phone.
  • Translate system issues into technical details for our developers to ensure they’re aware of and understand ongoing resolution needs; Provide additional support documentation in the form of screen shots, detailed SQL statements and supporting test scenarios.
  • Conduct in depth reviews with business departments for the purposes of understanding system issues; Work with external support teams and conduct routine meetings to assure alignment on business and technical outcomes.
  • Assist with ongoing support needs and training or knowledge transfer to the IT Service Desk and/or CCX Tech Team to facilitate quicker triage and troubleshooting steps for known issues.
  • Ensure all security and governance compliance needs are adhered to for various processes such as RFCs and change management, access provisioning, and overall incident management processes.
  • Support Business Departments for special events requiring technical support such as company-wide
    meetings or enterprise technology launches, etc.
  • Participate in and facilitate team meetings held with other tiers of support with the purpose of communicating perceived defects and to discuss long-terms solutions or outcomes for resolution.
  • Use various tools including systems logs, monitoring tools, SQL, and production environments to gauge severity of reported incidents; exercise judgement on any high or critical incidents that should be escalated to the ITSD as required in compliance with our Major incident process.

Qualifications

  • B.A or, B.S.in Information Technology or Computer Science related degree preferred, or cumulative relevant work experience in lieu of a degree.
  • 3+ years’ experience supporting and troubleshooting business applications and SaaS platforms, including Hybris, Okta, and general e-commerce models.
  • Familiarity with direct selling business models and operations.
  • Moderate to expert-level knowledge and use of Excel for reporting and analysis needs; advance skill with Office 365
  • Strong analytical skills and the ability to understand various application integrations and outcomes as it relates to the overall business operation.
  • Knowledge of SQL is desired.

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