Associate, IT Business Support

Location: Remote (EST, CST, or Mountain Time Preferred). Start date: ASAP. Duration: Approximately 12 months with potential for extension and/or conversion.

About the role

Our client is seeking an Associate, IT Business Support to provide technical and operational support for an enterprise inventory automation platform and related applications. This role will focus on managing ServiceNow tickets, troubleshooting system integration issues, supporting data migration and platform consolidation initiatives, and collaborating with IT, Operations, development, and vendor teams. This is a hands-on application support role requiring stronger technical troubleshooting and critical-thinking skills than a traditional help desk position.

Responsibilities

• Manage ServiceNow tickets related to enterprise application issues, system integrations, and application lifecycle/development needs.
• Investigate application issues, identify root causes, coordinate resolutions, and manage tickets through completion.
• Support data migration from legacy applications into go-forward enterprise platforms.
• Assist with platform consolidation, application enhancements, releases, and site activation initiatives.
• Collaborate across IT, Operations, development, vendor, and other business teams to resolve technical and operational issues.
• Provide ongoing application support while maintaining a strong focus on user satisfaction.
• Monitor system performance and identify opportunities for application and process improvements.
• Escalate complex technical issues to the appropriate development, infrastructure, or vendor teams while maintaining ownership through resolution.
• Maintain documentation related to system configurations, application processes, troubleshooting, and support procedures.
• Use Microsoft Excel for tracking, analysis, reporting, and operational support activities.
• Assist with user training, onboarding, and adoption of supported applications.
• Support application releases and enhancements by coordinating with technical and business stakeholders.
• Help ensure data accuracy and continuity during migration and system-integration activities.

Requirements

• Experience providing IT application, business systems, or enterprise application support.
• Hands-on ServiceNow ticketing experience.
• Experience troubleshooting system integration or enterprise application issues.
• Experience supporting data migration, system conversion, or platform consolidation initiatives.
• Ability to manage technical issues throughout the full ticket lifecycle, including investigation, coordination, escalation, and resolution.
• Experience working with enterprise systems beyond traditional Tier 1/help desk support.
• Strong critical-thinking, analytical, and technical problem-solving skills.
• Experience collaborating with cross-functional technical and business teams.
• Working knowledge of Microsoft Excel for tracking, analysis, and reporting.
• Ability to maintain clear technical and operational documentation.
• Strong written