Technical Support Analyst

We are seeking an experienced Application Support Specialist to support a modern regulatory case management and licensing platform built on a low-code environment. The role involves providing technical support, resolving user issues, and ensuring a seamless experience for end users.

Key Responsibilities:

• Provide first-level application support and troubleshoot user issues.
• Guide users on system functionality, workflows, and data entry.
• Document incidents and resolutions in the ticketing system.
• Assist with user onboarding and account setup.
• Support application testing, release activities, and quality assurance.
• Create and maintain user documentation, FAQs, and knowledge base articles.
• Collaborate with business analysts and development teams to resolve recurring issues.
• Ensure compliance with agency policies and security standards.

Required Qualifications:

• 8+ years of experience in technical support, help desk, or application support.
• Experience supporting SaaS or low-code/no-code platforms (ServiceNow, Appian, Power Platform, etc.).
• Strong customer service and communication skills.
• Experience with system testing and validating business requirements.
• Strong organizational and multitasking abilities.
• Ability to work independently and collaborate across teams.

Preferred Qualifications:

• Experience supporting government or regulatory applications.
• Familiarity with ticketing tools such as ServiceNow, Jira, or Freshdesk.