Applications Analyst

About the role

The Applications Analyst is the first line of support and resolution for the applications the Enterprise Applications department supports: transportation management and brokerage applications, Power BI, EDI and API transaction processing, application integrations, and the enterprise data layer. The role also covers triage, requirements gathering, testing, and documentation.

This is a hands-on role. The position owns Tier 1 support for those systems and works within the shared ticket intake process, and most of the week is spent reproducing problems, digging into transaction and data detail, and fixing what can be fixed. Work that genuinely belongs with a developer or engineer gets classified and escalated with the diagnosis already done. The position also owns day-to-day EDI and API integration support and assists customer service with customer-facing application issues.

This is the entry position on the Enterprise Applications career ladder. The work builds SQL, data model, and application depth that can lead in several directions within the department.

What you will do

Tier 1 support and resolution

• Work incoming application issues end to end: reproduce the problem, trace it through the application and the data behind it, and fix what can be fixed
• Resolve the bulk of what comes in without escalating, including known issues, documented fixes, data and configuration corrections, and recurring user questions
• Get to the actual cause rather than the surface symptom, using SQL, application logs, transaction detail, and the tools the team already has
• Classify the work that cannot be resolved at this level (a defect, a knowledge gap, or a request for something we have not built yet) and route it accordingly
• Escalate with the reproduction, the context, and the work already completed attached, rather than by forwarding a ticket
• Capture new solution requests with enough detail that they can be prioritized, sized, and designed
• Write up the fixes you work out so the next occurrence is resolved at Tier 1 instead of escalated

EDI and API support

• Own day-to-day EDI and API integration support across trading partner, third-party, and internal interfaces
• Work the scheduled error reports (204, 214, 210, and 990 batching errors, outbound 214 failures, and missing status reports) and clear them, correcting and reprocessing transactions using established tools and automation
• Troubleshoot integration failures down to the request and response detail, timestamps, and error codes, resolve the ones with known causes, and escalate the rest with the evidence attached
• Work trading partner queries and transmission failures directly with the partner contact through to resolution
• Gather EDI and API documentation for new trading partner and integration setups; configuration and mapping ownership stays with the Applications Developer
• Flag recurring error patterns that may point to a defect in a map or integration

Delivery support and documentation

• Gather, document, and validate requirements from business stakeholders and translate them into work others can act on
• Execute test plans for changes, upgrades, and integrations, and document results and defects clearly enough to act on without rework
• Help maintain process and configuration documentation for the systems the team owns
• Assist customer service with customer-facing application issues as needed

Building technical depth

• Grow your SQL from reading and modifying existing queries to writing and troubleshooting your own against the production data model
• Develop working knowledge of McLeod PowerBroker, Power BI, and the enterprise data estate
• Complete data and software training as needed to keep pace with the tools and environments you support