Application Support Analyst - EAM

Job Summary

The Application Support Analyst will support all EAM applications for Trapeze customers, working with both clients and internal teams to investigate and resolve issues.

Job Description

Act as the primary support liaison between Trapeze and its clients. Deliver technical application support by addressing complex inquiries regarding product functionality and usage. Investigate, manage, track, and resolve customer support issues related to database operations and application functionality, coordinating with the Development team when needed. Responsible for executing application upgrades for clients and contributing to the organizational knowledge base. This position may occasionally require travel for meetings and onsite client support. This role requires availability to work from 8:00 a.m. to 5:00 p.m. CT, Monday through Friday, as well as participation in on-call duties throughout the year.

Responsibilities

• Troubleshoot and resolve databases, system configuration, product functionality, and business enhancement issues.
• Investigate, replicate, test, and resolve client issues promptly.
• Create bug reports, FAQs, and knowledge base articles collaborating with team members.
• Inform customers about problem resolution timelines.
• Conduct follow-up testing and troubleshooting.
• Install upgrades/updates/patches/releases (some may require off-hours work).
• Address customer issues with effective listening, positive actions, information gathering, or ticket escalation.
• Prioritize and balance competing issues according to Assigned Metrics.
• Maintain a professional and service-oriented company image.
• Provide after-hours on-call support.
• Conduct instructional webinars and training videos.
• Participate in continued improvement training quarterly/annually.

Qualifications

Preferred qualifications:

• Previous transit industry experience and EAM software knowledge, especially Trapeze EAM.
• Enterprise-level technical support experience.
• Database knowledge (MS SQL or Oracle), and basic SQL query writing.
• Experience with Crystal Reports or similar ad hoc reporting tools.
• Network infrastructure knowledge (DMZ, WAN/LAN, ODBC).

Skills required:

• Bachelor's degree or Diploma in information technology or equivalent experience.
• Strong analytical skills and troubleshooting experience.
• Effective written and verbal communication.
• Results-oriented, collaborative, self-motivated.
• Highly organized, assertive, self-directed.
• Ability to handle high-pressure situations with urgency.
• 1-2 years in customer technical application support.
• 2+ years with Windows Server (2012/2014/2016/2019) and/or VMware.