Applications Support Senior Analyst

Responsibilities

• Maintain an up-to-date application inventory, including architecture diagrams, support documentation, and knowledge base content.
• Document and manage application roadmaps and related business processes to ensure alignment with evolving organizational needs.
• Serve as a liaison between business units, IT support teams, and external vendors to coordinate issue resolution, enhancements, and system integrations.
• Provide advanced technical support for applications, operating systems, and associated hardware/software components used across the organization.
• Manage and monitor ticketing systems to ensure timely, accurate logging, resolution, and tracking of user-reported issues and service requests.
• Analyze, troubleshoot, and resolve complex technical problems, escalating to business and IT peers and owners as necessary to ensure service continuity.
• Maintain and update system documentation, user guides, support procedures, training documents, and operational runbooks.
• Support application and infrastructure assessments to ensure systems availability, meet performance, security, and scalability requirements.
• Collaborate with business and IT stakeholders and vendor partners to support and implement system integrations and process improvements.
• Coordinate application upgrades, patches, and maintenance schedules in partnership with vendors, business stakeholders, and technical teams.
• Effectively manage changes to applications and services by supporting and enforcing IT change management processes and protocols.
• Deliver customized training and support sessions to business users, ensuring effective application utilization and licensing compliance.
• Generate reports and performance metrics to support analysis, forecasting, and decision-making across departments.
• Recommend and implement strategies and procedures that optimize application performance, enhance workflow efficiency, and improve user satisfaction.
• Support data security practices by maintaining secure user access and data protection protocols.
• Facilitate the onboarding of new hardware and software, including installation, configuration, and user training.
• Manage vendor relationships to ensure licensing compliance, version control, and timely resolution of application-related issues.
• Coordinate application support efforts across onshore and offshore teams to ensure consistent support services delivery.

Requirements

• A Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field is required.
• 7+ years of experience in application support, including experience with Editorial systems, subscription-based systems, and/or SaaS environments.
• Experience managing, analyzing, and optimizing data related to recurring billing, customer subscriptions, and revenue streams—particularly in media or e-commerce industries.
• Strong understanding of business processes across departments such as Circulation/Distribution, Marketing, Finance, Operations, and Production Operations.
• Proven ability to review, interpret, and analyze complex financial and subscriber data sets.
• Proficient in troubleshooting, root cause analysis, and complex problem-solving for diagnosing and resolving application and user issues.
• Experience supporting system integrations and working with APIs, middleware, and cross-platform solutions.
• Proficient knowledge of relational databases, including SQL and Python; and basic network configuration.
• Proficiency with business intelligence tools such as Power BI, Looker, or similar.
• Strong technical aptitude to learn vendor proprietary or employer-specific applications.
• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical stakeholders and produce clear documentation and training materials.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Ability to fill multiple roles as needed to maintain IT system integrity and performance.

Preferred Qualifications

• Strategic thinking skills.
• Technical expertise.
• Detail oriented.