Application Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for incoming support inquiries.

• Assess requests to determine their scope and priority, initiating resolutions according to established protocols.

• Independently research and implement solutions prior to escalation.

• Take responsibility for troubleshooting by thoroughly utilizing documented methods and leveraging available resources, team expertise, and historical issue data.

• Oversee critical batch processing and integration jobs.

• Detect failures, evaluate their impact, execute documented recovery procedures, and escalate issues that fall outside of standard protocols.

• Identify and report anomalies in system performance, access issues, and integration failures.

• Recognize patterns that may suggest larger systemic issues.

• Accurately document issues, troubleshooting steps, and resolutions.

• Maintain knowledge base articles for designated service areas and share insights to minimize recurring issues.

• Provide timely updates to end users and stakeholders throughout the ticket lifecycle.

• Communicate findings in a clear, non-technical manner tailored to the audience.

• Execute projects and perform additional duties as assigned.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, or a related discipline is preferred.

• At least 1 year of experience in technical support or IT operations.

• Proficiency with ticketing systems and SLA-driven support workflows.

• Excellent written communication skills.

• Capability to adhere to troubleshooting procedures and escalation protocols.

• Basic knowledge of enterprise application concepts, business processes, and data flow.

• Understanding of change management practices and fundamental security and disaster recovery procedures.

• Experience with Workday or comparable ERP/HCM platforms is preferred.

• Familiarity with customer support or ticketing platforms is preferred.

• Basic understanding of batch processing, job monitoring, or system integration concepts is a plus.

• Experience in supporting BPaaS operations environments is a plus.

• Familiarity with Azure DevOps for issue tracking is an advantage.

🏝️ Benefits

• A culture based on values.

• Opportunities for upward mobility.

• Professional development opportunities.

• Chances to learn and exchange ideas.

• Creative teamwork.

• Recognition and rewards for innovative thinking, fresh perspectives, and hard work.