Red Robin Application Support Analyst in Greenwood Village, Colorado
Based out of our Home Office in Greenwood Village, CO, the Application Support Analyst under the direction of the IT Support Services Manager. The role act as a subject matter expert in the support of Red Robin’s applications. This role Identifies, researches, diagnoses production problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, and content. The role works closely with Helpdesk and Development & Support Engineers, Vendors, other members of the IT department and internal business stakeholders, to ensure the proper functioning assigned technologies. The role is responsible for providing level two (L2) support and ensure new or enhanced solution is running effectively and production issues are addressed according to organizational SLA’s. The role is a very collaborative one as it will require continuous interaction within the multiple areas within the IT department but also with internal and external stakeholders as it relates to configuration, testing, implementation and overall stakeholder satisfaction.
Act as subject matter expert in supporting and troubleshooting assigned technologies
Identifies, researches, diagnoses production problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, integrations, and content
Works closely with IT Helpdesk to ensure appropriate project documentation is available in the Transition book for each new initiative or enhancement release
Creates and updates knowledge base articles and CMDB to reflect accurate information related to system functionality and troubleshooting
In depth knowledge of systems with the ability to configure and recommend configuration changes to improve system stability and performance
Collaborate with the Support Services Manager, Helpdesk, Business Relationship Directors, and other members of the IT department.
Work with other IT team to implement changes in various systems, i.e. Salesforce.com.
Continuous education to understand technologies and troubleshooting approaches
Approaches stakeholders in an empathetic manner to understand and resolve issues
Provide hands on installation and support for deployed solutions in accordance to the Transition book requirements. (Remote, phone and email)
Point of technical escalation for Level 1 helpdesk and act as Level 2 support to solve ongoing problems
Assist with IT projects as needed
Adhere to organizational ITIL and ITSM standards
Be able to work independently and in a team environment managing a range of situations involving business stakeholders, vendor partners and technical resources.
Submit detailed records in a timely manner (time sheets, tickets, reports, etc).
Attend and participate in regularly scheduled team meetings.
Available for on-call and emergency response as needed.
Identify and escalate business and technical opportunities as appropriate.
Off hour work and overnight travel may be required.
Maintain a high level of professionalism with business stakeholders, vendors and staff.
Perform all responsibilities in alignment with the core values of Red Robin
Other duties as assigned
Bachelor’s degree in Computer Science or equivalent experience required
Knowledge of MS SQL data structures is required
3 – 6 years of experience in providing support for business applications
3 – 6 years of demonstrated proficiency with relational database applications
3 – 6 years of demonstrated proficiency working with troubleshooting and support of end users.
Microsoft Office Suite
MS SQL 2003, 2005, 2012 preferred
3rd party tools/utilities
PowerShell scripting a plus
Current system/hardware configurations
Direct and remote consoles
Experience in ITIL a plus
The role requires both broad and deep technology knowledge and the ability to provide solutions to a customer’s technical business problem.
Good written and verbal communication skills
Excellent customer service skills
Good interpersonal communication skills to work with the business on requirements
Good analytical and troubleshooting skills as it relates to the interoperability of new and existing solutions
Basic PC and Windows experience
Inherent curiosity to troubleshoot effectively
Red Robin is an Equal Opportunity & E-Verify Employer
Company: Red Robin
Req Number: 474510
Updated: Wed, 07 Nov 2018 00:00:00 GMT
Location: Greenwood Village,CO
Category: Home Office