Application Support Analyst

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

📋 Description

• Provide initial assistance, tracking, and resolution for end-user inquiries and service requests via ticketing systems.

• Elevate issues and service requests to higher levels of support or management as needed.

• Act as a liaison between end users and the relevant support or IT teams throughout the resolution process.

• Collect information, deliver updates, and ensure timely resolution of issues.

• Document solutions and contribute to the creation of knowledge base articles and support materials.

• Engage in training and development initiatives.

• Oversee user onboarding and offboarding for supported applications.

• Complete assignments, projects, and tasks for the Digital Support team.

• Manage M3 tickets in Easy Vista, which includes triage, user coordination, solution testing, and escalation management.

• Handle Infor Concierge tickets in collaboration with the Standard Support team.

• Create and manage user accounts for M3, Infor Concierge, Infor University, and Project UNITE.

• Address non-standard onboarding and consultant access requirements.

• Troubleshoot account issues and assist with new-user creation processes.

• Monitor IMS operations, including number series, integrations, error BODs, and jobs.

• Generate and review M3 enhancement requests while managing the M3 Jira environment, including monthly release uploads.

• Coordinate release testing, document changes, and ensure readiness for application updates.

• Analyze recurring issues and incident trends to enhance application support and service quality.

• Collaborate with the M3 User Group and QlikView team on requirements, dashboards, and Easy Vista issues and enhancements.

• Maintain accurate ownership of tickets and status updates.

⛳️ Requirements

• 1-3 years of relevant experience in an IT environment, ideally in application support, service delivery, or a related field.

• Ability to communicate effectively with both technical and non-technical users and stakeholders.

• Strong technical diagnostic and troubleshooting abilities, including problem investigation, reproduction, and resolution.

• Experience with ticketing systems, support workflows, and service request management.

• Familiarity with incident management, issue escalation, and monitoring of service performance.

• Excellent verbal and written communication skills.

• Strong organizational capabilities, diligence, and capacity to prioritize and manage multiple tasks effectively.

• Ability to work efficiently under pressure and collaborate with cross-functional teams.

• Exposure to release-related activities, change documentation, testing coordination, or application deployment support.

• Proficiency in Jira, Easy Vista, Infor Concierge, or similar support and work management platforms.

• Bachelor's degree in Computer Science, Engineering, Mathematics, a related technical field, or equivalent experience.

• Must currently be authorized to work in the applicable country on a full-time basis without employer-sponsored immigration support now or in the future.

🏝️ Benefits

• Competitive compensation with performance-based incentives.

• Career development programs and internal promotion pathways—we promote from within.

• Tuition reimbursement and ongoing learning opportunities.

• Comprehensive health, dental, and vision coverage.

• Retirement savings plans with company matching.

• Life insurance and disability coverage.

• Paid time off and holidays.

• Flexible work arrangements where applicable.

• Employee Assistance Programs (EAP) and wellness resources.

• An inclusive, team-oriented culture where colleagues support one another.

• Opportunity to contribute to a safer, more sustainable built environment.