Sr Analyst, Applications Support

About the role

This position serves as an advanced resource for supporting end users of a jail management software platform. The Senior Analyst handles complex workflow issues, mentors junior analysts, and partners with development and product teams to resolve systemic problems and implement enhancements. This is a hybrid role (office/home) requiring a base at one of the ViaPath offices: Dallas, TX, Altoona, PA, or Pittsburgh, PA.

Responsibilities

• Lead resolution of complex user issues and workflow challenges.
• Mentor and guide junior analysts on troubleshooting and best practices.
• Analyze recurring issues and recommend process or configuration improvements.
• Perform detailed root cause analysis on recurring issues and document findings.
• Escalate software defects to development teams.
• Gather business process details and customer requirements for enhancement requests and escalate to product teams.
• Create and maintain advanced documentation and training materials.
• Perform moderate SQL queries for data validation and reporting.
• Review application logs to identify errors and assist in troubleshooting.
• Restart services in a Windows environment when necessary.
• Use remote connection technologies (VPN, Remote Desktop) to connect to customer environments.
• Perform environment analysis to diagnose connectivity or performance issues.
• Manage application certificates (adding, creating, and troubleshooting).
• Participate in on-call rotation and provide escalation support.
• Assist with user acceptance testing for new releases.
• Other duties as assigned.

Requirements

• Bachelor’s degree or equivalent experience in software support or related field.
• 5+ years of experience supporting enterprise software applications.
• Strong SQL skills and ability to analyze data for issue resolution.
• Ability to restart services and perform troubleshooting in Windows environments.
• Experience using remote connection technologies (VPN, Remote Desktop).
• Knowledge of environment analysis and performance troubleshooting.
• Experience managing certificates (SSL/TLS) within application environments.
• Excellent communication, leadership, and analytical skills.
• Experience in corrections or justice-related workflows strongly preferred.
• Ability to manage complex issues and drive continuous improvement.
• Ability and willingness to meet the requirement of working a rotating on-call schedule.

Benefits

• Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer-provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) – Including vacation and sick time.
• Company Holidays
• Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change.

Schedule

Standard work hours with a requirement to work a rotating on-call schedule.