Application Support Analyst I

Job Title 

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

Position Summary

The Application Support team provides and improves the quality of production system support for Kaplan Professional Education to all internal business groups for data and application integrity. Working in collaboration with Development, QA, and Database teams, conduct on-going discovery and monitoring of application behavior, measure application performance, and respond to application performance and feature degradation.

Key Job Responsibilities 
- Support and maintain internal applications by becoming technically familiar with those being utilized.
- Assist in testing new software releases or updates.
- Answers, documents, and routes incoming support calls/requests.
- Escalate and act as Kaplan liaison for issues sent to various support teams.
- Perform troubleshooting and support of application issues.
- Gathers and/or validates details of issues from users.
- Perform ongoing application monitoring and analysis, striving for continual system performance improvement.
- Work with key stakeholders in resolving application issues.
- Identifies problem trends and provide information that can be used to eliminate recurring problems.
- Help test and validate application updates and defects.
- Help maintain data integrity in systems by running queries and analyzing data.
- Proactively suggest ways of improving system stability, availability, performance and reliability.

Preferred Qualifications 
- Associates Degree or equivalent experience in a technology related field.
- Experience in application management, support, and administration.
- Ability to quickly learn new software solutions.
- Basic knowledge of SQL Server and MySQL management.
- Ability to support software development lifecycle.
- Ability to support software development life-cycle

We offer a competitive benefits package including:

Remote work providing flexible work/life balance
Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
Competitive health benefits and new hire eligibility starts day-1 of employment
Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, …