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Level 3 Application Support Analyst
Eden Prairie, Minnesota
Contract Position
It appears that you have already applied to this job.
Applied on August 7, 2020
Job Id #41856 Posted May 21, 2020

Projects the candidate will be working on:

  • They will be performing a level 3 support role managing the health and stability of HouseCalls applications under their portfolio.
  • participating in the overall direction and priorities for application support activities and working with all levels of the business and technology partners to ensure application stability, reliability and resiliency.
  • Performing any offshore restricted support work the offshore team cannot touch.

Team size:

  • They will supplement a 4 person Tier 3 offshore support team.

Top Responsibilities:

  • Work with onshore and offshore resources to ensure stability of applications
  • Working knowledge of and SQL
  • Accountable for ensuring that incident and problem tickets are effectively addressed through management of multiple avenues.
  • Develop and manage weekly and monthly reporting.
  • Accountable for ensuring application availability, SLA, productivity and cost metrics goals are met
  • Work closely with business and development teams to prioritize problem tickets for resolution
  • Manage war rooms and high impact communications
  • Participate in development release meetings and manage change
  • Communicate with stakeholders on regular basis with status reports
  • Identify and implement stability measures (alerts) to minimize impact to business operations
  • Monitor and manage application production capacity and storage
  • Manage certificate updates and security vulnerabilities
  • Manage and support Product Lifecycle Management (PLM) activities.


  • Associates Degree or equivalent work experience
  • 5+ years of experience in IT Support processes
  • 3+ years of exposure to IT Development
  • Working knowledge of ITIL processes
  • Demonstrated reporting and metric presentations
  • Ability to multi-task on multiple critical items
  • Ability to work in fast past, high stress environment
  • Ability to work with minimal direction
  • Able and willing to work outside normal business hours dependent on critical issues
  • On-call as required.

Nice to have:

  • 5 years of experience in technology application development and support functions
  • Strong communication and leadership skills
  • Self-starter, work with little direction.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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