IT Application Support Analyst (Sharepoint)

IT Application Support Analyst

Key Responsibilities:

• Tier 1 Application Support:

• Provide first-line support for internal third-party applications.
• Learn and understand the functionality and configuration needs of new applications quickly.
• Perform basic configuration to meet internal team and business requirements.
• Escalate unresolved issues to appropriate parties while maintaining ownership of issue resolution.

• Ticket Management:

• Use

  JIRA

  for ticket triage, assignment, and SLA compliance.
• Ensure proper assignment of tickets to appropriate users or support groups.
• Monitor and drive resolution timelines, supporting business prioritization of tickets.
• Collect, analyze, and present metrics related to application support tickets.

• SharePoint Administration:

• Administer and maintain internal SharePoint sites (especially team/departmental Bay pages).
• Customize and configure SharePoint sites, libraries, and workflows to meet business needs.
• Monitor usage, performance, and user feedback for improvements.
• Implement and support integrations between SharePoint and other business systems.

• Collaboration & Communication:

• Work closely with business users, application owners, and support teams.
• Translate user needs into actionable technical requirements and configurations.
• Document recurring issues, solutions, and best practices.