Denver Zoo
  • IT
  • Denver, CO, USA
  • Salary
  • Full Time

This is a regular full-time position with excellent benefits, including complete medical/dental/vision coverage, 403(b) retirement plan, and a generous vacation package.

Denver Zoo is a leader in animal care, wildlife conservation, education, and guest experience. We are passionate about our commitment to excellence in support of our mission to secure a better world for animals through human understanding. We provide extraordinary experiences every day for our animals and visitors and our core values of Protect, Honor, Innovate, Serve, Engage, and Empower are evident in everything we do.  We value the different strengths our staff bring to Denver Zoo. We expect our staff to embrace and to commit to our core behaviors for engagement: Passion, Respect, Innovation, Diversity, and Excellence.


Denver Zoo's Information Technology Department has an opportunity for a full time Application Support Analyst to deliver, support and provide end-user training for Denver Zoo's enterprise applications to ensure these applications are used efficiently and effectively to fulfill business objectives. This includes troubleshooting applications, researching, testing and installing upgrades and working with software vendors to define functional requirements for future enhancements or customizations.  The Application Support Analyst is also responsible for defining standard operating procedures and creating supporting documentation to safeguard the integrity and reliability of the application. 

Essential Functions:

  • Strategy & Planning:
    • Create and deploy support channels for end users on the use and functionality of enterprise applications.
    • Analyze results, make recommendations to support process improvement, and implement changes.
    • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
  • Acquisition & Deployment:
    • Conduct research into software application products and services in support of development and purchasing efforts.
    • Provide support for the testing of new and existing software applications that are due for upgrades, under development or consideration for purchase.
  • Operational Management:
    • Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
    • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
    • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
    • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
    • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    • Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
    • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
    • Manage and maintain all upgrades and enhancements of new and existing enterprise applications across the organization.
    • Identify and learn appropriate software applications used and supported by the organization.
    • Coordinate with department heads to assess departmental application training needs and objectives.
    • Participate in the design, development, and delivery of software applications training programs and individual classes.
    • Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
    • Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
    • Apply diagnostic utilities to aid in troubleshooting.
    • Manage and/or provide guidance to junior members of the team.
  • Adhere to and promote Denver Zoo's mission, core values, and strategic initiatives.
  • Value and consistently apply Denver Zoo's ROADMAP (Reaching Our Audiences by Developing Mission Aligned Programs) process and resources in engaging and educating guests at Denver Zoo.
  • Demonstrate a commitment to Denver Zoo's Safety and Sustainability Policies by adhering to all environmental, safety, and health regulations, procedures, and goals.

Additional Responsibilities:

  • Performs various duties as assigned.


  • College degree in the field of computer science, information systems or related field.
  • 2 years equivalent work experience.
  • In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Point of Sale Applications, Office 365, SharePoint Online.
  • Strong understand of Structured Query Language (SQL)
  • Ability to extract information from various SQL databases for additional analysis.
  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Able to develop and interpret technical documentation for training and end user procedures.
  • Knowledge of trends in technology relating to software applications.
  • Experience with building and maintaining databases for query and problem tracking.
  • Good understanding of the organization's goals and objectives.
  • Highly self-motivated and directed.
  • Ability to absorb new ideas and concepts quickly.
  • Good analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to conduct research into software development and delivery concepts, as well as technical application issues.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Very strong customer service orientation.
  • Excellent written, oral, interpersonal, and presentational skills.
  • Experience working in a team-oriented, collaborative environment.

Physical Demands:

The physical demands for this position are low. The employee must occasionally lift and/or move up to 25 pounds. The employee is regularly required to stand, walk, talk and listen.  The employee frequently is required to use hands to maneuver handle or feel objects, tools or controls.  The employee is occasionally required to sit, climb or balance; also, reach, stoop and kneel.  Specific vision abilities required include close, distance, color, peripheral, depth perception vision and ability to adjust focus. The position requires both mental and visual concentration.

Work Environment:

This position requires a substantial amount of contact with staff, volunteers, and other departments. The employee occasionally works near moving mechanical parts and in outside weather conditions and may be occasionally exposed to fumes or airborne particles and chemicals.  The noise level in the work environment is usually low to medium.

Compensation and Benefits: 

This is a regular full-time position with excellent benefits, including complete medical/dental/vision coverage, 403(b) retirement plan, and a generous vacation package.


Completed applications must be submitted by January 31, 2018

Denver Zoo reserves the right to close the position prior to the above date.

Denver Zoo is an Equal Opportunity Employer



Denver Zoo
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