Application Support

Job Summary The Application Support Analyst will provide Tier 2 IT support for homegrown and COTS/SaaS applications, including MoveIT and other assigned applications. The role is responsible for resolving escalated incidents and service requests, supporting administrative functions, troubleshooting complex technical issues, monitoring application availability and performance, and providing high-quality customer support. The analyst will work with end users and technical teams through phone, chat, and email while using ITSM tools to support change management, outage assessment, and continuous process improvement.

Key Responsibilities Provide timely resolution for escalated application support tickets while delivering high-quality customer service. Further escalate incidents and requests when necessary and ensure appropriate follow-through. Work with end users to evaluate and resolve technical problems using available tools, including remote access and SCCM. Document end-user interactions, including inquiries, complaints, comments, troubleshooting actions, and resolutions. Maintain the application support ticket queue to meet SLAs and provide timely updates to end users.

Maintain documentation for assigned applications and ensure documentation meets established standards. Evaluate existing applications, software, and user needs to analyze, design, recommend, and implement system changes. Respond to application monitoring alerts when systems become unavailable or experience service degradation. Help administer and improve application performance monitoring solutions. Analyze incident data to identify trends and opportunities for process improvement. Use ITSM tools to review change management requests and help assess the scope and impact of outages.

Ensure security protocols are followed across applicable business processes. Adhere to established quality, organizational, and operational processes. Support special and ongoing projects and assume additional responsibilities as required. Required Qualifications 35+ years of relevant experience supporting or developing applications. At least 3 years of full-time experience supporting applications or developing on a relevant platform. Hands-on experience managing MoveIT or an equivalent SFTP system. Familiarity with configuring and troubleshooting automated file transfers.

Advanced troubleshooting knowledge across applications, networks, and other technical environments. Ability to interact professionally with end users and technical teams. Excellent verbal, interpersonal, written communication, and technical documentation skills. Strong customer service orientation and commitment to resolving user issues. Ability to collaborate effectively while also working independently. High level of professionalism and attention to quality. Strong attention to detail with the ability to adapt, switch priorities, and reprioritize tasks as needed.

Ability to provide 24x7 on-call support when scheduled.

Preferred Qualifications Familiarity with ITSM platforms such as ServiceNow. Experience with application monitoring and alert management. Strong object-oriented design and development knowledge. Experience supporting traditional monolithic, distributed, and microservice-based application architectures. Familiarity with AWS, EKS, and Lambda expressions. Knowledge of technologies and practices commonly used within IT operations. Understanding of software development lifecycles (SDLC). Strong aptitude for learning and adapting to new technologies. Demonstrated interest in driving process improvement.

Education: Bachelors Degree