Application Support
Delivering technical support for software applications to users, diagnosing and resolving application issues.
Level 1. Demonstrates introductory understanding, directing people to the appropriate source for further information.
BEHAVIORS
- Responds to incoming incidents and requests in a timely manner.
- Escalates application issues to the correct person or team for further investigation.
- Supports users through simple instructions and training on how to use specific applications.
- Resolves simple issues based on installation errors and operating system interaction.
- Assists in the collection of performance statistics to help diagnose issues and prevents future recurrences
QUESTIONS
- Describe a situation in which you assisted users by providing simple instructions on using an application.
Probing Questions
* What was the situation?
* What type of assistance did you provide?
* How did you tailor your instructions to your audience?
* How did you measure your success?
* What was the outcome?
- Describe a situation in which you assisted in the collection of application performance data to help diagnose issues and prevent future reoccurrences.
Probing Questions
* What was the situation?
* What steps did you follow?
* What challenges did you face?
* What were your findings?
* What was the outcome?
Level 2. Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.
BEHAVIORS
- Uses standard processes and documentation for investigating application issues.
- Resolves issues for individual users, and provides the correct level of application access using administrative privileges within an application.
- Prepares regular reports on the status of incidents using standard tools and templates.
- Captures error and issue resolution data to increase the responsiveness of issue resolution.
QUESTIONS
- Describe a situation in which you used standard processes and documentation to investigate an application issue.
Probing Questions
* What was the situation?
* What standards and processes did you use?
* How did you identify the issue?
* What was the outcome?
- Describe a situation where you captured issue resolution data in a knowledge base to increase support responsiveness.
Probing Questions
* What was the situation?
* What steps did you take?
* What challenges did you face?
* How did you measure your success?
* What was the outcome?
Level 3. Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.
BEHAVIORS
- Communicates service level agreements on incidents with clients.
- Diagnoses a full range of typical application issues.
- Carries out application modifications to address issues with directions from senior staff.
- Monitors application performance using various tools to identify potential issues.
- Provides extended support by creating patches and fixes to the application code.
QUESTIONS
- Describe a situation where you were required to code basic patches and fixes to applications.
Probing Questions
* What was the situation?
* What steps did you take?
* What challenges did you face?
* What was the outcome?
- Describe a situation where you provided support across a range of different applications.
Probing Questions
* What was the situation?
* What steps did you take?
* What challenges did you face?
* What was the outcome?
Level 4. Applies the competency in new or complex situations and advises others.
BEHAVIORS
- Investigates complex application issues, which may require input from multiple areas in the organization.
- Coordinate with the support team to identify solutions for complex issues.
- Manages the implementation of solutions to complex issues.
- Identifies areas for improvement in incident tracking and escalation.
- Makes recommendations on how to manage application security, licensing, updates, backups, and disaster recovery, as well as improved functionality for future maintenance releases.
- Leverages advanced application knowledge to guide code revisions and patches.
QUESTIONS
- Describe a situation where you were required to coordinate with other support teams to resolve a complex application issue.
Probing Questions
* What was the situation?
* What steps did you take?
* What challenges did you face?
* What was the outcome?
- Describe a situation where you made recommendations for managing increased application functionality or security.
Probing Questions
* What was the situation?
* What recommendation did you make?
* What steps did you take to identify a business case and gain support?
* What challenges did you face?
* What was the outcome?
Level 5. Develops new approaches and methods in the area. Is recognized as an expert within the organization.
BEHAVIORS
- Implement processes and documentation to improve effectiveness in application support.
- Provides technical guidance in improving application performance and implementing solutions.
- Oversees application enhancements to improve the performance of the applications.
- Provides a senior liaison role between the organization and the software vendor/manufacturer to provide corporate direction to software improvements and updates.
QUESTIONS
- Describe a situation where you implemented or revised processes and/or documentation for application support.
Probing Questions
* What was the situation?
* What steps did you take?
* What challenges did you face?
* What was the outcome?
- Describe a situation where you had to liaise with a software vendor or manufacturer to coordinate improvements and updates to the application provided by the vendor/manufacturer.
Probing Questions
* What was the situation?
* What was the extent of your interaction with the vendor or manufacturer?
* What actions did you take?
* What was the outcome?