IT Application Analyst II
Irvine , CA
Responsibilities
REPORTS TO: Nicki Agner DEPARTMENT SUMMARY: Provide first and second level analysis, diagnosis, and restoration of software applications. Utilize various tools, training, experience, and decision making to resolve issues across multiple platforms with varying degrees of complexity. When appropriate, escalate problems to the next level of support. Works closely with all supported clients to ensure problems are understood and addressed with minimal impact. SUPERVISORY ROLE: This position does not have any direct reports but does advise on and oversee software functions processed by other Essex employees. POSITION SUMMARY: Areas of focus are application support and services, service desk levels 1 and 2, software research, testing & auditing, report analysis, acquisition software production. When appropriate, escalate problems to the next level of support. Works with clients and other departments to ensure issues are understood and addressed with minimal impact. May also provide minimal assistance with training initiatives and create/maintain training materials. Must stay current with knowledge of all applications, including interfacing software for the purpose of advising and supporting. QUALIFICATIONS Experience:Proven work experience in first and second level support of Yardi and interfacing software, communications, and related environments. Strong familiarity with IT operations and Essex applications. Maturity: - Doing, participates, assists, completes routine and complex tasks independently. - Assists others as needed. - Tasks are usually assigned, but initiates own tasks as well. - Consequences of error can carry high risk to the organization. - Multi-tasking across multiple areas. Core Knowledge: - Advanced knowledge of application systems. Must have detailed knowledge of property management industry and of Essex applications used to perform daily duties. Must have excellent written and verbal skills. Critical Skills: - Demonstrates a strong aptitude for logical thinking. - Can create new support workflows. - Ability within specific technology areas to independently perform basic and second level problem determination, root cause analysis, and solution development and implementation. Ability to analyze and resolve complex problems. - Ability to self-identify and self-manage tasks. - Ability to work and lead effectively in a fast-paced, team based, customer service oriented environment. - Excellent communication skills with clients, peers, and other support groups. - Proficient understanding of internal and external customer requirements. - Advanced understanding of business processes as appropriate. - Advanced ability to respond to distressed user concerns with appropriate customer service skills. - Desire and aptitude to mentor and train less experienced associates within their specified discipline. Problem Solving: - Analyze and resolve complex problems. - Identify trends to proactively prevent problems and develop processes to resolve. - Self-initiates research and recommends alternative actions for problem resolution. - Takes corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the customer. - Escalates issues where appropriate for resolution. Education: B.S/B.A. in Computer Science or Information Systems or equivalent formal training or work experience. This job description is not an all inclusive list of functions and tasks. Job functions may be added, deleted or modified at any time by your management team. Receipt or possession of this job description does not constitute a contract of employment. Essex offers a comprehensive benefits package that reflects how much we value our associates and their families:For regular full-time associates regularly scheduled to work at least thirty (30) hours per week:• Medical, Dental, Pre-tax flex plan, Basic life insurance, Supplemental life, Short- and long-term disability, Accidental death insurance plans.For part-time and full-time associates:• Employer-matching 401(k) plan that offers financial planning and independent brokerage services.• Wellness Program, 24-hour Employee Assistance, Service awards and Paid time-off.