Senior Analyst, Application Support

We are seeking a Senior Application Support Analyst to ensure the reliability, performance, security, and continuous improvement of business-critical applications. This role serves as a senior technical resource and escalation point, providing guidance to Application Support Analysts while leading the investigation and resolution of complex or high-impact application issues. The Sr. Analyst collaborates with business stakeholders, engineering teams, vendors, and other technical teams to resolve issues, minimize business disruption, and maintain application stability.

Responsibilities

• Independently lead investigation and resolution of complex, high-impact, or recurring application incidents, such as errors, outages, and performance issues.
• Serve as an advanced escalation point for issues that cannot be resolved through established support procedures.
• Own complex incidents through resolution, coordinating with engineering, vendors, and application owners while maintaining accountability for issue progress and business impact.
• Perform immediate fixes or workarounds to restore service.
• Manage user access, roles, and permissions.
• Collaborate with stakeholders to evaluate business processes, identify system gaps, and translate requirements into prioritized enhancement recommendations.
• Lead communication for high-impact incidents, providing clear updates on business impact, technical status, risks, mitigation actions, and expected resolution.
• Establish and promote application support standards, operational best practices, and consistent support procedures across the team.
• Monitor application health, uptime, and performance dashboards; perform routine checks to ensure integrations and services are functioning.
• Develop, review, and approve support documentation, troubleshooting standards, escalation procedures, and operational runbooks.
• Ensure recurring issues are converted into reusable support guidance, known-error records, or standardized resolution procedures.
• Document system configurations and troubleshooting steps to ensure processes are standardized and repeatable.
• Perform minor configuration changes within the application and support small enhancement requests or business rule updates.
• Conduct deeper investigations into recurring or critical issues, document root causes, and collaborate with engineering to implement permanent solutions.
• Identify trends in incidents to prevent future problems.
• Lead or facilitate post-incident reviews for significant incidents and track corrective actions through completion.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established policies and procedures.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree from a four-year college or university in MIS, Business, IT, or a related field.
• 3+ years of experience in application support, IT support, or a related technical role; or equivalent combination of education and experience.
• Advanced experience troubleshooting software applications, system integrations, or enterprise platforms.
• Familiarity with ticketing systems (such as ServiceNow, Jira, or similar).
• Experience working with logs, error analysis, and basic debugging techniques.
• Exposure to incident management and root cause analysis processes.