IT Business Application Support Analyst

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Main Purpose of the Role

The application support analyst acts as an intermediary between the business community and the technical community. Working with business clients and information systems teams, they collect, clarify, and translate business requirements into documentation and application solutions. They provide application support services to users for all business software. Assists in the automation, customization, and administration of investment management applications to ensure reliability, integrity, functionality and performance. The business application support analyst is an active thought partner who will ensure technology success by actively participating in the implementation of technical solutions.

Primary Responsibilities

  • Work with business partners to elicit high-level requirements and capture business needs
  • Troubleshoot, analyze and implement solutions for issue resolution
  • Work with internal IT groups to troubleshoot and resolve support tickets in a timely matter
  • Make software configuration changes to support business processes
  • Research and document program errors
  • Assess the risks of various solutions and prioritizes competing business demands
  • Provide status reporting and project milestone tracking for initiatives
  • Coordinate project delivery by participating in design reviews and walk-throughs to communicate systems designs and validate proposed solutions
  • Engage with knowledge workers to incorporate usability and user interface needs
  • Proactively resolve customer satisfaction issues
  • Conduct training sessions for employees and team members as needed
  • Analyze user requirements, current operational procedures, and problems in order to automate processing or to improve existing applications
  • Proactively monitor all application interfaces and jobs
  • Provide implementation and support assistance for new software releases or upgrades, including off-hours support as needed

Skills/Experience Required

  • At least 3 years of related experience including application and user support
  • Broad IT domain experience in three or more of the following IT areas: Application Support and Maintenance, Business Process Management, Quality Assurance and Project Management
  • Experience creating business requirements documents and business process flows to facilitate the implementation and support of technical solutions
  • Excellent interpersonal communication skills, both written and verbal, including experience translating technical concepts and decisions to non-technical staff
  • Demonstrated critical thinker with analytical problem solving skills
  • Confident self-starter capable of setting plans and driving projects to completion
  • Basic understanding of information technology and business concepts
  • Proficient with Microsoft Word, Excel (including working with pivot tables and advanced formulas)

Skills/Experience Desired

  • Familiarity and experience with Agile software development methodologies
  • In depth knowledge of the Microsoft 365 platform
  • Familiarity working in commercial real estate industry
  • Exposure to accounting and/or financial analysis and decision applications
  • Proficient in SQL, ySQL, SOQL, or other programming languages.
  • Experience as a Salesforce Administrator


This role will be located in the Boston Office.

AEW Capital Management is an affirmative action-equal opportunity employer.

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