Application Support Specialist II
Dark Matter Technologies · United States · 1 mo ago
RemoteRemoteInformation Technology$72k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes Position Summary, Responsibilities, Competencies, Required Qualifications, Preferred Qualifications, Role Expectations, Salary Range, Other Compensation, Benefits, Time off. Also AI Support & Innovation Responsibilities (maybe part of responsibilities). We need to use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we need to map content accordingly. The instruction: "use
. Also there is "AI Support & Innovation Responsibilities" which could be part of responsibilities.
We need to include Competencies as Skills maybe.
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we need to map content accordingly. The instruction: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should only use those headings if we have content. We need to decide which sections to include based on content present.
We have Position Summary (could be About the role). Responsibilities (multiple paragraphs). Required Qualifications and Preferred Qualifications could be under Requirements or Qualifications. Competencies could be Skills. Benefits, Pay, Schedule sections.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate like EEO etc. Also remove application instructions (none). Remove duplicated lines.
We need to preserve all substantive info. Must not invent or summarize away detail. Must not include placeholder text like "commensurate with experience". We have salary range, benefits, time off.
We need to output only HTML fragment, no /, no markdown fences.
Thus produce something like:
About the role
About the role
Position Summary ...
Responsibilities
- ... each responsibility as list item ...
Skills
- Client focus - ... ...
Pay
Salary Range: USD$72,000.00 - USD$88,000.00 per year. Eligible for Company profit sharing bonus plan.
Benefits
- medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match)
Schedule
Minimum of 10 days vacation for new employees, sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
We also need to include location note: "Candidates in Jacksonville, Florida and Sharon, PA, desired; Remote OK". Could be part of About the role. We need to preserve all substantive info: Position Summary, Responsibilities (including AI Support & Innovation Responsibilities), Competencies, Required Qualifications, Preferred Qualifications, Role Expectations, etc. We must not include boilerplate like EEO etc. At end there is truncated EEO line; we should cut off before that. Now craft HTML. We need to ensure each list item is within- . For long paragraphs we can use
. Let's draft. First, About the role: combine Position Summary and location note. Position Summary: "The Application Support Specialist II is a technical support professional responsible for supporting, maintaining, troubleshooting, and improving complex enterprise applications and supporting technologies. Working with a high degree of independence, this role investigates client and production issues, validates data and system behavior, supports incident resolution, and partners with Product, Engineering, Infrastructure, and other teams to deliver reliable outcomes. The specialist develops functional and technical expertise across multiple application platforms, including AI-enabled intelligent document-processing and business intelligence, analytics, and reporting solutions. Responsibilities are based on the breadth of application knowledge, client impact, technical complexity, and quality of issue resolution." Add location note: "Candidates in Jacksonville, Florida and Sharon, PA, desired; Remote OK." Thus About the role paragraph. Responsibilities: many bullet points. We'll list each as
- . Need to include AI Support & Innovation Responsibilities as part of responsibilities.
Let's extract responsibilities list:
- Provide Tier 2 application support to clients for complex enterprise applications, resolving functional, technical, configuration, integration, reporting, and data-related issues within established service-level and severity guidelines.
- Develop and maintain working subject-matter expertise across multiple technically distinct application platforms, including user interfaces, workflows, data structures, integrations, processing logic, reporting capabilities, security controls, operational dependencies, and downstream business impact.
- Triage and investigate incidents by gathering evidence, reproducing reported behavior in appropriate test environments, reviewing logs and system activity, and distinguishing application defects from configuration, data, infrastructure, integration, or user-process issues.
- Escalate complex or high-impact issues with clear documentation of symptoms, business impact, troubleshooting performed, supporting evidence, and recommended next steps; remain engaged through resolution and verification.
- Use SQL to investigate incidents, validate data, reconcile reporting results, and support troubleshooting while following applicable data-access, privacy, and security requirements.
- Support business intelligence, analytics, and reporting capabilities, including data queries, data models, calculated fields, metrics, key performance indicators, scorecards, visualizations, dashboards, report outputs, scheduled distributions, notifications, and role-based access.
- Investigate issues involving source-data mappings, detailed and summarized queries, calculation logic, filters, dashboard presentation, report generation, automated distribution, application services, and supporting server operations.
- Support AI-enabled document intake and processing workflows, including document analysis, classification, optical character recognition, automated data extraction, page organization and merge logic, structured field mapping, quality-review processes, and responses returned to integrated systems.
- Investigate issues involving document quality, classification and extraction results, workflow failures, document-package assembly, configuration, transaction processing, integrated loan-origination or point-of-sale systems, and reporting outcomes.
- Monitor application health, availability, processing activity, performance, scheduled operations, and operational trends; identify service risks and escalate or recommend preventive improvements.
- Support application deployments, releases, upgrades, maintenance activities, testing, and change-management processes, including validation of fixes and features in non-production and production environments.
- Analyze APIs, integrations, system interactions, data movement, and business process flows to identify dependencies, failure points, and downstream impacts.
- Create and maintain accurate knowledge base articles, runbooks, troubleshooting guides, known-error records, application-support procedures, and client-facing or internal communications.
- Identify opportunities to automate repetitive support activities, improve observability, reduce recurring incidents, strengthen data quality, and improve the client's experience.
- Share application knowledge and troubleshooting practices with teammates and provide guidance to less experienced specialists without direct people-management responsibility.
- Handle other related responsibilities consistent with the role.
- AI Support & Innovation Responsibilities: Support AI-enabled document-processing capabilities, including document classification, optical character recognition, data extraction, workflow processing, page merge logic, integrated outputs, and quality-review processes.
- Investigate and resolve issues related to AI-generated classifications or extracted data, document quality, workflow failures, integrated responses, model behavior, configuration, and data-quality concerns.
- Collaborate with Product, Engineering, quality-control, and data-science teams by providing reproducible examples, supporting evidence, and clearly documented findings for product or model improvements.
- Document AI support procedures, governance requirements, best practices, known limitations, and troubleshooting methodologies.
- Support responsible AI practices by following established requirements for privacy, data security, regulatory compliance, traceability, human oversight, and appropriate use.
- Use approved AI tools in day-to-day work to improve research, analysis, troubleshooting, documentation, communication, and process efficiency while validating outputs before use.
- Maintain awareness of emerging AI, intelligent document-processing, analytics, and reporting technologies relevant to application support and client success.
We'll include these as list items.
Competencies/Skills: list each competency.
Competencies list:
- Client focus - Builds trust through responsive, accurate, and transparent support.
- Technical problem solving - Uses evidence, pattern recognition, structured testing, and disciplined analysis to isolate causes.
- Learning agility - Develops expertise across multiple comprehensive and technically distinct application platforms and quickly learns unfamiliar tools, interfaces, data structures, processing logic, and business workflows.
- Data and analytical thinking - Understands relationships among source data, queries, calculations, visual outputs, document-processing results, and downstream systems.
- Business acumen - Connects technical details to mortgage workflows, client operations, risk, and downstream impact.
- Ownership and execution - Takes issues through investigation, escalation, resolution, verification, documentation, and follow-up.
- Communication - Tailors concise technical and business messages to clients, peers, Product, Engineering, and leadership audiences.
- Collaboration and knowledge sharing - Works effectively across teams, incorporates feedback, and helps strengthen shared support capability.
- Quality and judgment - Challenges assumptions, validates evidence, protects data, and makes practical decisions.
- Continuous improvement - Identifies recurring patterns and converts lessons learned into durable operational improvements.
We'll put under
Skills
with- .
Required Qualifications: list each as
- . - Bachelor's degree in Computer Science, Information Systems, Information Technology, Data Science, Business Analytics, or a related field, or an equivalent combination of education, training, and relevant experience. - At least 5 years of progressive experience supporting enterprise software applications, including production support and client-facing issue resolution. - Strong troubleshooting and root cause analysis skills across SaaS, web-based, multi-tier, or distributed application environments. - Hands-on experience with SQL Server or a comparable relational database, including the ability to write and interpret queries for investigation, data validation, reconciliation, and reporting support. - Experience supporting business intelligence, analytics, reporting, dashboard, data-integration, document-processing, workflow, or AI-enabled applications. - Working knowledge of Windows or server-based application operations, application logs, scheduled processes, services, and common operational dependencies. - Experience supporting APIs, integrations, application monitoring, incident management, release support, and change-control processes. - Ability to analyze complex technical and business workflows and develop sufficient expertise across multiple enterprise applications to become a dependable application and troubleshooting resource. - Ability to assess impact, urgency, and risk; prioritize competing work; and escalate in accordance with service-level and severity standards. - Excellent written and verbal communication skills, with the ability to translate technical findings for client, business, and technical audiences. - Demonstrated ability to work with moderate independence, exercise sound judgment, manage multiple investigations, and collaborate effectively across teams. - Advanced proficiency with Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint. Preferred Qualifications: list as
- . - Experience in mortgage banking, financial services, banking technology, or fintech. - Experience supporting enterprise mortgage technology or comparable financial services applications. - Experience with complex SQL queries, data models, reporting calculations, dashboard platforms, scheduled report distribution, or server operations. - Experience with intelligent document processing, optical character recognition, automated data extraction, document classification, machine-learning solutions, or integrated document workflows. - Working knowledge of object-oriented programming or .NET/C# and the ability to collaborate with software engineers during defect investigation. - Experience with cloud-based services, modern application architectures, observability platforms, and IT service management practices or frameworks such as ITIL. - Experience improving knowledge management, operational support, monitoring, or automation processes. Role Expect