Applications Support Analyst

About the role

• Proactively monitor 1040SCAN Review Wizard and related production/nonproduction environments to identify performance issues, user-reported problems, and processing risks.
• Analyze customer and application issues, assess scope of impact, conduct basic root-cause analysis, and correlate related system or workflow problems.
• Mitigate customer and production impact by applying documented solutions, executing approved workarounds, and implementing binder-level or workflow corrections when applicable.
• Document, track, and provide status updates for issues, customer problems, projects, and technical cases through approved tools.
• Engage cross-functional teams as appropriate and escalate unresolved, recurring, or higher-impact issues to responsible teams.
• Advise and train users on application functionality, proper operation, known constraints, and corrective actions for user errors.
• Support projects of varying scope and complexity that require technical expertise; participate in planning sessions, follow defined standards, and help prepare project/customer updates.
• Regularly communicate progress, share knowledge with the team, and support continuous improvement of processing and verification workflows.

Requirements

• Strong analytical, troubleshooting, and communication skills with the ability to work within defined standards and documented procedures.
• Ability to manage multiple, sometimes competing priorities in a time-sensitive production environment.
• Working knowledge of 1040SCAN Review Wizard and verification workflows.
• Experience with issue-tracking or support tools such as JIRA, Azure DevOps, Zendesk, GSI, or similar platforms.
• Clear written and verbal communication skills for documenting issues, explaining findings, and coordinating with cross-functional teams.
• Ability to collaborate with teams across different time zones, including service centers, engineering, and support teams.
• Willingness and ability to work additional hours, including weekends, as business needs require.

Qualifications

• Knowledge of tax forms, tax data population, and related verification processes.
• Experience working with databases to research, validate, or troubleshoot processing-related data.
• Working knowledge of SQL, including the ability to run queries to support investigation and issue resolution.

Benefits

• Flex My Way – supportive workplace policies for work‑life balance.
• Career Development and Growth – Grow My Way programming, skills‑first approach.
• Industry Competitive Benefits:
  • Paid leave
  • Two company‑wide Mental Health Days off
  • Access to Headspace app
  • Retirement savings (401k with company match)
  • Tuition reimbursement
  • Employee incentive programs
  • Resources for mental, physical, and financial wellbeing
• Culture – inclusion, belonging, flexibility, work‑life balance.
• Social Impact:
  • Two paid volunteer days off annually
  • Pro‑bono consulting projects
  • Environmental, Social, and Governance (ESG) initiatives
• Health benefits – market‑competitive health, dental, vision, disability, and life insurance.
• 401k plan with company match.
• Work‑life benefits – competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave.
• Optional hospital, accident and sickness insurance (employee‑paid).
• Optional life and AD&D insurance (employee‑paid).
• Flexible Spending and Health Savings Accounts.
• Fitness reimbursement.
• Employee Assistance Program.
• Group Legal Identity Theft Protection (employee‑paid).
• Access to 529 Plan.
• Commuter benefits.
• Adoption & Surrogacy Assistance.
• Employee Stock Purchase Plan.

Pay

Base compensation range: $52,700 USD – $97,900 USD (varies