Application Support Analyst

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

📋 Description

• Act as the primary point of contact for incoming support inquiries.

• Assess support requests, establish their scope and priority, and initiate solutions following established protocols.

• Independently research and implement solutions before escalating issues.

• Oversee batch processing and integration tasks, identify failures, evaluate their impact, and execute documented recovery procedures.

• Detect and report system performance irregularities, access problems, and integration failures.

• Accurately document issues, troubleshooting methods, and resolutions.

• Keep knowledge base articles updated and share insights to help minimize recurring issues.

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

• Undertake projects and other assigned responsibilities.

⛳️ Requirements

• A bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

• A minimum of 1 year of experience in technical support or IT operations.

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

• Excellent written communication skills.

• Capability to adhere to troubleshooting protocols and escalation processes.

• Basic understanding of enterprise application concepts, business processes, and data flows.

• Awareness of change management and basic security and disaster recovery procedures.

• Experience with Workday or similar ERP/HCM systems is preferred.

• Familiarity with customer support or ticketing systems is preferred.

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

• Experience in supporting BPaaS operations environments is an advantage.

• Familiarity with Azure DevOps for issue tracking is a plus.

🏝️ Benefits

• A values-driven culture.

• Opportunities for upward mobility.

• Professional development opportunities.

• Chances to learn and exchange ideas.

• A creative collaborative and innovative work environment.