Application Support Analyst I

About the role

The BVI Financial Services Commission is looking for an Application Support Analyst I to join its Information Technology Unit. This is the first level of a three-level application support series and provides day-to-day operational support for business applications, related integrations and end-user services, covering application support, testing, documentation and coordination.

Key responsibilities

• Gather end-user feedback, identify recurring issues and help improve support processes for assigned applications
• Maintain application inventory, support procedures, service catalogue entries and knowledge resources
• Take part in functional, regression and user acceptance testing, and support change and release activities
• Resolve routine incidents and service requests, escalate complex or critical matters, and liaise with vendors and external providers
• Work with the development team to reproduce defects and test fixes in test and production environments
• Monitor applications and integrations, investigate alerts and keep users informed of progress
• Help design and deliver application training, and create knowledge articles, FAQs and troubleshooting guides
• Keep operational procedures, issue logs, action items and support metrics up to date, and support audit and compliance requirements

Required profile

• Bachelor's degree in Information Technology, Information Systems, Computer Science or Software Engineering, or an Associate degree with at least two years' experience in enterprise application support, service desk, business systems support or software testing
• Ability to work under general supervision, follow documented procedures and manage routine priorities
• Good understanding of confidentiality, customer service and professional conduct in a regulated environment

Required skills

• Working knowledge of enterprise and desktop applications, including Microsoft 365, Microsoft Windows/Windows Server and Microsoft SQL Server
• Foundational troubleshooting and issue resolution skills, and basic understanding of application lifecycle, testing and change control
• Ability to write and run basic queries against a Microsoft SQL database is an asset
• Experience with ticketing, issue tracking or knowledge base tools is an asset