Applications Support Analyst


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The lifeblood of Covius is our people. We are a tight-knit group and we're passionate about what we do. If you thrive on challenges and collaboration, and work hard no matter who is watching, we want to talk to you. At Covius, we believe it's possible to love coming to work.
We don't do easy here. Standards are high, and we take pride in exceeding expectations. It's how we've gotten to where we are, and it's how we grow. We are a mid-sized company with a big heart. If you're looking for an opportunity that's authentic, meaningful and emphasizes living a balanced life, Covius is the place for you.
Summary
The primary responsibility of the Applications Support Analyst is to act as a liaison between the business and technical resources by ensuring the availability of applications for internal and external users. This individual will demonstrate a high-level of responsibility and consistency by contributing to the timely response and closure of incidents received via the corporate incident tracking system. This individual will work to identify functionality to empower users.
In addition to operating out of an incident queue during business hours, the ASA will perform periodic user audits and may be responsible for completing IT tasks related to PCRs as well as performing releases to install, configure, troubleshoot and maintain proprietary applications in Development, QA, UAT as well as Production environments. Participation in on-call support is required to support client initiatives as well as rectifying possible application outages.
Essential Functions
Resolve application and other issues for internal and external user communities.
Monitor existing systems to provide pro-active support to Document Services Division’s external and internal clients. Pre-Production and Production enterprise systems.
Install, configure, and maintain proprietary applications in Development, UAT and Production systems.
Ability to closely interact with developers, QA personnel, business staff, and external clients to facilitate resolution of incidents.
Comprehend and translate users’ needs to facilitate resolution
Ability to interact with IT Operations as well as user community to prioritize and rapidly resolve issues
Research complex reporting scenarios, systems incidents, and process flow events as needed.
React to business outages to quickly identify, communicate and rectify any issues.
Provide feedback regarding release documentation to Release Manager and developer.
Participate in performing periodic user audits of key Document Services Applications.
Assist in maintaining detailed documentation of current revision of applications, procedures and information flow to support enterprise environments.
Participate in on call efforts for client's Saturday work requirements.
Ability to share coverage for support of users spanning US time zones
Ability to write SQL queries
Ability to write batch scripts using either PowerShell, CMD or other text editor to query databases and log files.
Provides user documentation as needed to resolve issues, including process-flow descriptions and/or Visio diagrams
While performing the duties of this position, employee will view, have access to, and work with confidential financial data. The employee in this position must adhere to strict confidentiality policies and procedures.
Education
Bachelor’s degree or equivalent
Experience
Three (3) or more years of application and/or systems level support
Level Two (2) or higher application support experience
Two (2) or more years supporting Microsoft Windows 2003, 2008 and 2012 servers
Proficient with Microsoft Active Directory
Proficient with application deployment over a CITRIX environment
Two (2) or more years of experience with Microsoft IIS
Intermediate experience with Microsoft SQL including ability to generate and execute queries
Two (2) or more years working with Microsoft SharePoint
Intermediate experience with or certified in ITIL framework
Intermediate experience with editing XML documents
Limited testing other than release validation and load testing for agents as needed by Development
Proficient with full MS Office Suite
Proficient with MS SharePoint
Intermediate experience with MSSQL and SSMS
Intermediate experience with PowerShell, CMD or text editor
Proficient with Adobe Acrobat
Essential Knowledge, Skills & Abilities
Understands and adheres to handling of NPI policies
Knowledge of the mortgage industry helpful
Effective listener
Ability to understand SLAs and clearly communicate resolutions for tickets worked
Escalates issues and recommendations to manager
Ability to work in a team environment
Ability to work with technical and non-technical users to understand and troubleshoot issues
Ability to prioritize and manage multiple efforts
Working Conditions
Work is performed in climate controlled indoor administrative office setting. The noise level in the work environment is usually quiet to moderate, depending upon office or meeting location.
Physical Demands
While performing the duties of this job, the employee is regularly required to communicate. The employee frequently is required to remain stationary. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move 10 pounds. Vision: Close and distance required with ability to see objects in presence of glare or bright lighting (e.g., computer screen). Speech/Hearing: Frequently interact with management, vendors, coworkers, industry constituents, clients and the public.
Covius offers an extensive benefits package for all employees, including medical, dental, vision and 401k!
Covius is committed to equal opportunity in all employment practices to all qualified applicants and employees without regard to race, color, religion, gender, gender identity, age, national origin, pregnancy, disability, genetics, marital status, military or veteran status or any other protected category as established by local, state and federal law. This policy applies to all aspects of the employment relationship including recruitment and hiring, placement, promotion, transfer, compensation, disciplinary action, layoff, leaves of absence, training and termination. All such employment decisions will be made without unlawful discrimination based on any prohibited basis.

The essential functions, working conditions and physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.


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