Primary Purpose
Under the general supervision of the Application Owner, the Application Specialist provides technical assistance, guidance, and support to end users of the designated application. The Application Specialist is an expert in the system and can resolve technical, workflow, and functionality issues for users. 
The Specialist advises users on best ways to accomplish specific needs and in the event that the application cannot or does not support user requirements can capture these requirements and prepare for future consideration in the application roadmap. The Specialist can advise the Development team on how to improve the application to improve the user experience.
The Application Specialist can train users in a group setting and can also create training documents and application advisories to address common challenges. 
The Specialist administers the application and ensures that global settings, values and options are added correctly, organized, and consistent for all users and groups. The Specialist also ensures that other users whose responsibilities are to add or update information do so in a correct and consistent manner.

Essential Functions
* Provide timely and effective technical assistance and support for incoming queries, issues, or general questions related to the application via Helpdesk or other communication channels.
* Respond to and resolve application issues, or route to IT or Development depending on the nature of the issue, ensure service expectations are met and document accordingly. 
* Identify common issues and create training manuals and material to allow users to self-resolve issues in future and preempt future requests.
* Track and report on application issue requests, analyze trends to improve overall application experience for users.
* Coordinate with Helpdesk and other Support Engineers to ensure that issues are routed and addressed. Follow up to ensure that issues are being addressed.
* Ensure that system outages and other system issues are communicated to the organization.
* Diagnose system issues and create awareness of technical problems among users.
* Be recognized as an expert application user who can answer questions related to any functionality in the application.
* Review and assess upcoming application releases to ensure that any questions post release can be answered.
* Analyze issues which cannot be addressed and capture requirements for future application roadmaps, or consolidation into application epics. Perform basic effort/benefit analysis to prioritize high value items.
* Route suggestions and ideas to Application Community site, or Development ticketing system as appropriate.
* Participate in application design meetings and reviews to contribute to and be aware of application development.
* Document functional specifications to be used by developers to delivery functionality.
* Create articles and training material to address common application issues, reducing tickets that are being created.
* Collaborate with Training departments and other trainers to advise on specific training that needs to be created or enhanced
* Participate in training sessions and other user outreach as the application expert.
* Provide one-on-one and group training sessions as needed.
* Own application community site, monitor and respond to ideas and requests.
* Be assigned as the Application Administrator with ability and role to setup, change and control all settings within the application
* Ensure that application settings are correct and consistent, including user setup, groups, permissions, profiles.
* Advise and monitor setup of application configurations including rates, templates, client details and setup, supplier details – ensure that data is correct and consistent.
* Function as data custodian for the application

Additional Duties
* Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective completion and shipment of projects.

Knowledge, Skills and Abilities
* Strong organizational skills in a fast-paced, deadline-driven environment
* Ability to prioritize and coordinate competing work demands, and maintain composure under pressure.
* Strong communication skills of written and verbal English
* To work with users and stakeholders across the organization, of different levels and roles
* Report work orally and in writing as required. 
* Carry out instructions furnished in written or oral form,
* Understand, apply and use personal computers and software applications (e.g. Microsoft Word, Excel, PowerPoint, Adobe Acrobat, CAT Tools, Office 365/Skype, CRM/AURORA/other production software).

* Quality focus and detail oriented