Title: Application Support Analyst
Location: Quincy, MA
We are looking for an Application Support Analyst to join the team.
The Application Support Analyst will understand the IT governance process, including incident, problem change and asset management.
The Application Support Analyst will leverage their strong development skills, including knowledge of scripting language, CA proprietary tools (web screen painter) and schema developer and data loader tools.
Responsibilities: Extract and/or view data from/in the Service Desk database for purposes of analysis, preparation of batch loads (using either pdm_load, grloader, or both), and reporting Validate and/or analyze GAL information stored in contact records as User IDs using tools such as LDAP browsing tools (Softerra LDAP Browser for example) and Windows Microsoft Management Console Active Directory Viewer Extract data on a regular basis to be used in batch loading new contact records into Service Desk; updating existing ones Create documentation, project release plans, and server/process workflow diagrams using tools such as Microsoft Word, Project and Visio Install, configure and maintain web-based Jaspersoft reporting tool Learn proprietary CA web screen painter, HTML, CSS, CA database schema knowledge Modify database sets using Oracle SQLplus, basic Oracle data schema knowledge, proprietary CA data tools Extract data using various database tools such as CA database schema, Jasper and Jasper Reporting Create and modify reports – ageing and inventory reports; highlighting Key Performance Indicators (KPI's) Leverage database schema knowledge, proprietary CA data tools, various database tools for data extraction from Oracle and MS-SQL databases Provide Application technical support and sharing knowledge of the application; training staff members when needed Required Knowledge, Skills & Experience: 3+ years of application support experience Working knowledge of the GUI, scoreboard and saved queries, advanced queries utilizing additional arguments Working knowledge of web-based ticketing systems and reporting applications Familiarity with setting up and configuring Service Desk, Catalog, Embedded Entitlements Manager, Unified Self Service, and Mobility Services; customizations, java script changes, installation of SSL certificates, and Apache Tomcat Familiarity with setting up a web-based ticketing system including knowledge of apache tomcat and secure certificates Familiarity with maintaining knowledge base articles, announcements, code sets, locations, contacts, and configuration items Strong Knowledge of web-based Jaspersoft reporting tool, Oracle SQL Developer and Visio Familiarity with LDAP browsing tools (Softerra LDAP Browser for example) and Windows Microsoft Management Console Active Directory Viewer Experience working with Service Desk/Incident Management ticketing systems used by EOHHS and/or CA Technologies (Broadcomm) Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint and OneDrive Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences Ability to work independently in a team-oriented, collaborative and ever-changing technical environment Ability to effectively prioritize and execute tasks in a high-pressure environment Preferred Knowledge, Skills & Experience: Working knowledge of network security, firewalls, server aliases is a plus Asset management skills would be beneficial Understanding the CA MDB structure and relational dependencies is critical. Experience working with Service Desk/Incident Management ticketing systems used by EOHHS and/or CA Technologies (Broadcomm) Familiarity with database structures (schemas, tables, views) and constructing SQL statements Education and Certification: Associates Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience. A+, Network+, MCP, MCSE, MCITP, or similar certification preferred.
