Application Support Analyst

What is an Application Support Analyst?

Application support analysts respond to application support requests for smartphone or computer applications. Often part of a wider team, they are responsible for the smooth operation of specific software applications within an organisation or to the end-user.

They may also be involved in the maintenance and upgrade of apps as they uncover bugs or common issues faced by the end-user, as well as reporting on the functions of the app itself. Because they are often the first point-of-contact for the end-user, they have a great depth of knowledge when it comes to user experience. As such, they may also provide reports and suggestions on next iterations or updates.

Application Support Analyst job description

Application support analysts assess problems, actively problem-solving these issues as they arise, and inform developers of these support requests. They are also responsible for:

Keeping a record of any issues, problems, or bugs, usually within a database

Providing on-call support

Maintaining and updating technical and instruction manuals, policies, and procedures

Training users

Ensuring compliance with all local and international regulations

Managing a support ticket system

Testing prototypes, upgrades, or updates

What skills and qualifications should an Application Support Analyst have?

Because Application support analysts straddle the line between technician, analyst and customer support, they require a good mix of hard and soft skills.

While a tertiary education in computer science or software development is recommended, it is not necessary. Instead, Application support analysts should be able to demonstrate:

A high level of knowledge in the organisation's computer system

Relevant programming languages, like SQL, Java, UNIX, or Oracle

Troubleshooting methodologies and issue resolution techniques

Additionally, Application support analysts should possess high levels of the below skills to perform well in the role:

Customer service

Problem solving

Critical thinking

Communication and interpersonal

Flexibility

Relationship management

The ability to translate complex ideas for non-tech staff/customers

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