Application Support Analyst

W. A. Wilde provides a comprehensive suite of direct marketing services, including strategic account planning, creative development, integrated media research and acquisition, turnkey direct mail production services, database management, and fulfillment services. In addition, the company holds a cutting-edge position in digital asset management and currently offers its clients a host of web-based marketing tools as well as highly customizable print-on-demand capabilities. Wilde is based in Holliston, MA. We have a current opportunity for a Application Support Analyst to join our team.

This position encompasses a combination of third party application support and internal production support for proprietary (in-house developed) applications. 

The Application Support Analyst reviews, analyzes, and modifies corporate and client programming systems, includes coding, testing, debugging and installing to support the organization's application systems and processes.  Consults with users to identify current operating procedures and to clarify program objectives.  May be expected to write documentation to describe program updates, development, logic, coding, and corrections. Writes manuals for users to describe installation and operating procedures. 

RESPONSIBILITIES: 

This role will involve multiple activities, including daily analysis and development work in a broad range of applications using a variety of technologies. 

 

o You will be the primary point of contact for:  resolving internal application issues, data analysis or process research (technical), and application support.  This position relies on experience and judgment to plan and accomplish goals to resolve technical issues.  Also responsible for new feature enhancements, bug fixes, and maintenance of additional organizational application products, using SQL, VB, and/or ASP.  This will be facilitated as a front line analyst role, responsible for providing a combination of troubleshooting current systems, data research, maintenance, and new feature development to support and minimize the interaction between the development team and the end user. 

 

You will follow each issue through to resolution, report to SSM on trends or enhancements, identify and/or implement code to support areas for automation to improve client application usability or effectiveness, or internal ROI.  Support multiple departments by providing solution support and/or issue resolution. Troubleshoot and develop technical solutions related to application and processing errors for internal customers and external clients.

o  Create workaround procedures when standard procedures have failed, and ensure issues are resolved in a timely fashion.  Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.

 

o You will also be responsible for supporting third party applications that are used internally to support business processes.  This involves working with 3rd party vendors for troubleshooting, software installation/upgrades, and possible end user support and training.  Support the review, analysis, configuration and/or update programming for systems including encoding, testing, debugging and installation to support an organization's application systems.  Consults with users to identify current operating procedures and to clarify program objectives. May be expected to write documentation to describe program update, logic, coding, and corrections. Writes manual for users to describe installation and operating procedures.

 

o May also be single contributor or work as part of a team for new project implementations.  All design and development implementations must adhere to standard “best practices” and be designed in a reusable and flexible manner.



 

EDUCATION, QUALIFICATIONS AND EXPERIENCE REQUIRED

1. Requires an undergraduate degree in Computer Science or related discipline. 

2. 1-3 years of experience in a related area. Must have: VB and VB script, HTML, ASP, ADO, strong well-rounded technical orientation in general.

3. Experience with designing SQL Server databases and creating stored procedures.  Ability to use SQL query language to make database queries and understand results.

4. This position involves a high level of responsibility and ownership.  Self-motivation, team orientation and possessing a strong sense of accountability are required.

5. Proven ability to effectively utilize 3rd party technical tools is required. 

6. Strong interpersonal, communication and documentation skills are required.

7. Past work experience in a customer facing role or help desk is ideal.

8. Previous work experience incorporating a QC/Analyst role with proven track record of results.

9. Strong organizational and prioritization skills, excellent written and verbal communication skills are required.

10. A desire to work in a fast-paced environment is a must. Demonstrate a desire to learn and accept new challenges.

11. Exhibit effective time management skills with appropriate prioritization, and tracking/working on multiple projects at a time with time critical deadlines.

12. Possess an inquisitive, skeptical and creative mind.

13. Demonstrate client service focus and flexibility in supporting requests

14. Sound knowledge in operating systems and client/server concepts.

 

ADDITIONAL SKILLS

1. Experience with file processing or data automation

2. Previous work experience incorporating a QC/analyst or support role is a plus

3. FTP programs, business process management applications, other 3rd party software tools

4. Brio, Crystal or other report writing tool

5.  Experience with HTML editing and graphics design tools (Adobe Photoshop) a plus

To learn more about us, please visit our web site at www.wilde.com.

Interested candidates please send resume with salary requirements to jmacaskill@wilde.com