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NSF International Application Support Analyst, TraQtion in Ann Arbor, Michigan

Application Support Analyst, TraQtion - TRQ1005 At NSF International, our mission is to protect and improve human health. We're a global leader in standards development, testing, auditing, certification and training. We provide these services for a diverse set of industries including food, water, health sciences, sustainability and management systems. We're passionate about the work we do, because together, we have a broad impact on our world. Our nearly 3,000 employees provide services in over 170 countries through our many global offices, at our client sites, from home offices and in state-of-the-art laboratories. We're growing fast, and that's where you come in. Come join our team. More information about NSF International can be found at nsf.org.DescriptionTo provide first tier application support, perform integration testing and provide necessary documentation for business applications at NSF.PRINCIPAL ACCOUNTABILITIES:•Provide front line support with monitoring the application support e-mail box and address each issue as per the set protocol. Ensure all emails and calls are answered in a timely manner and follow up each issue to closure.•Liaison with the respective project leaders of the systems to create and maintain help/FAQ documents for the applications. Ensure the latest versions are always accessible to the users.•Continually identify ways to improve support and decrease unnecessary support calls. Identify improvements to applications, processes, and business logic to meet user needs and communicate to the project lead.•Perform data analysis tasks with SQL/Toad in order to trouble shoot errors and user questions. Work with the development team to analyze the data when necessary and promptly follow up with the user.•Create training documents and conduct periodic training for selected system super users in different business areas.•Monitor the daily jobs outputs for the applications to ensure that any errors are addressed immediately by coordinating with the project lead and communicate to the respective user groups impacted.•Deliver a high level of customer service to all users and continuous communication.•Assist with testing new application functions and work with project leads to communicate the changes in the software to the appropriate group of users.•Maintain a positive, constructive, team-oriented attitude as well as sound judgment with all job responsibilities.•Command a basic understanding of NSF's mission and business and how the position's job responsibilities contribute to the goals of the company.•Be on call for the development support after hours.•Perform other duties as required.QualificationsREQUIRED QUALIFICATIONS:•Bachelor's degree OR five (5) years of application support work experience.•A minimum of two (2) years experience working in application support environment with custom or out of the box applications.•Excellent written and verbal communication skills.•Ability to work in a fast paced environment, ability to multi-task and work with multiple users.•Strong interpersonal, problem solving and analytical skills.•Well organized and good customer service skills.PREFERRED QUALIFICATIONS:•Bachelor's degree in information systems or a related area of study•Three (3) years or more experience working with custom application support.•Experience with supporting Oracle E-Business Suite.•Experience with training content creation tools and conducting application training.•Experience with communicating technical design in non technical terms to users.•Exp