Application Support Analyst

Bellevue, WA, United States

Description

TEAMS THAT BUILD TRUST

For 30 years, KBA has successfully managed highly visible public and private construction projects, earning the trust and respect of clients throughout our community. It's what we do. No one does it better. KBA is small enough to be flexible and responsive, yet big enough to manage large and complex projects. As 100% employee owned, we recognize our employees are our most important resource and the basis for our success. We respect and seek to empower each individual and support the diverse perspectives, skills, experiences and cultures within our workforce. KBA offers an excellent benefits package that includes health insurance, 401K Plan, holidays, paid time off (PTO), and an employee stock ownership plan. We support and further professional growth and development. We work hard, and we have fun.

KBA, Inc. works on the area's most technically challenging, complex, and award-winning construction projects:

Roads - Bridges & Highways - Transit

Water & Wastewater - Buildings - Land Development - Port Facilities

Bring your knowledge and expertise as our next Application Support Analyst to provide implementation and technical support for multiple on-premises and cloud (SaaS) enterprise applications. Along with analyzing big-picture problems and solutions, the Application Support Analyst will also provide technical support of equipment and project implementation. Core attributes required of this position are ability to identify solutions, flexibility, innovation, and professionalism. This position requires a friendly, dependable, flexible, enthusiastic, self-directed person with a strong work ethic and customer service orientation to interface with office and field staff, clients, contractors, and vendors/suppliers promptly and professionally. Being a team player in supporting all KBA functions is essential.

Who you are and what you will be doing:

Application Support (65%)

Provide real-time support for issues relating to O365/SharePoint and other supported platforms; troubleshoot and resolve issues in a timely manner.

Performs root cause analysis and provides technical solutions to production related application errors.

Provide administration and configuration support of KBA enterprise technology platforms in use; including but not limited to: Salesforce, UKG, SharePoint, and Dynamics SL.

Provide administration support for issues relating to KBA Construction Management tools in use, including, but not limited to, Autodesk Construction Cloud, PlanGrid, and Bluebeam.

Assists with application implementations and configuration.

Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.

Facilitate the integration of business owner needs and translate operational needs and workflow into system specifications and configuration requirements.

Support various data management tasks - importing data, managing duplicate records, monitoring, and improving data quality.

Contribute to technical system documentation, operating procedures, and user experience roadmaps.

Complete system testing scenarios and other duties as assigned related to implementation projects.

Helpdesk Support (30%) Provide Tier II support for all desktops, laptops, tablets, phones (iOS, Android, Windows), and other computing equipment.

Monitor and manage service requests via help desk ticket tracking system; prioritize and escalate appropriately.

Identify trends, provide feedback, and propose long-term solutions.

Contribute to the evaluations of software or hardware and recommendations for improvements and/or upgrades.

Perform back-up role for Active Directory Administration, including account creation, modifications, etc.

Follow IT protocol and management processes.

Performs other duties as assigned.

KBA Engagement / Training (5%) Staff Meetings and Safety Meetings

Adhere to KBA's health and safety policies and procedures

Contribute to improvement of KBA processes and standards

Other Duties as Assigned

Requirements

What you'll need to be successful (minimum requirements): Bachelor's degree and/or equivalent experience

3-5 years experience in an IT Application support role

1-2 years working knowledge of SharePoint and O365

Working knowledge of installation / configuration / troubleshooting Microsoft Office 365 Suite (especially SharePoint Online, Teams, Word, Excel, and Outlook)

Working knowledge of diagnosing and resolving technical hardware and software issues, remote admin tools, internet connectivity.

Strong verbal/written communication, including an ability to effectively communicate with both business and technical teams

Ability to foster a positive work environment by promoting teamwork, open communication, and collaboration

Continuous improvement mindset, with a 'roll up your sleeves' mentality

Possess long-term strategic and detailed oriented thinking

Ability to work cross functionally across the organization while fostering strong relationships

Ability to manage multiple requests and priorities simultaneously, meet deadlines, and show flexibility to change direction when needed.

Have the rigor, ability, and discipline to self-learn as required for continual professional development and to stay abreast of changes in the IT industry

Ability to work independently as well as part of a team on multiple projects at one time

Comfort with complexity, systems thinking, process thinking, lists, and data elements

A valid driver's license and maintenance of a good driving

What we'd love if you had (preferred requirements): Experience with MS Power Apps suite (Flow, Power BI, etc.)

Familiarity with cloud-based technologies, APIs, and web services.

Knowledge of SQL and Crystal Reports

Physical Demands and Work Environment: This is a 40 hours per week (Hybrid - In Office: 3 days/ week), exempt, benefited position with consistent core hours between 7:00 am - 6:00 pm weekdays. Occasional after-hours and/or weekend work may be required, but this is not typical. Applicant shall have the ability to lift 25 pounds, such as boxes of records, sit at a workstation and/or walk/stand/stoop for prolonged periods as necessary to complete tasks.