Application Support Analyst 2

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
The Application Support Analyst position is responsible for handling any incoming customer support inquiries, performing troubleshooting using various resources, and if needed, elevates issue to Senior Application Support Analyst Services.
You'll Get To:

• Coordinate with customer to determine functional requirements and determine technical solutions.
• Analyze data in support of proposed projects, business cases, and system requirements.
• Coordinate with customers and/or technical staff to resolve issues with software applications.
• Use accepted project management, application development and documentation standards and processes.
• Test, implement, document and maintain software applications.
• Work as a member of a team and provide support for applications.
• Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated.
• Gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
• Identify what the customer is trying to accomplish.
• Use available knowledge & resources to provide possible solutions.
• Document client issue in appropriate ticketing systems and document the process of resolution.
• Handle incoming support inquiries evaluate pros and cons, risks and benefits of different solution options.
• Coordinate with customer, asking the right questions to accurately determine the nature of the inquiry and analyze solutions.
• Communicates effectively to gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.
• Act in accordance with best practices in Information Security and business process integrity.
• Proficient in all Application Support Analyst 1 duties: basic understanding on all functions of the application.
• Demonstrate proficiencies in at least three BlackLine products: Matching, Journals, or Tech.

What You'll Bring:

• Knowledge of SQL database preferred
• 2 + years' experience with Web applications
• Ability to analyze a problem and direct appropriate course of action
• Professional attitude and desire to resolve issues with patience and understanding
• 5+ years prior experience in a technical support position
• Strong technical skills

We're Even More Excited If You Have:

• College degree preferred but not required
• Any experience with business systems such as SAP, Oracle, PeopleSoft, Hyperion, etc. would be a plus

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.