Application Support Analyst

Overview

The Application Support Analyst provides incident triage, root-cause analysis, and configuration support for enterprise applications and integrated third-party products. The role collaborates across Technology and Engineering to restore service quickly, document fixes, and improve reliability through knowledge base contributions and change management.

Duties and Responsibilities:

Incident Triage & Resolution

• Collaborate with the application support team to triage production issues and resolve high-priority defects promptly.
• Troubleshoot, identify, track, and ensure resolution of application issues.

• Respond to support requests via phone, email, chat, and in person.
• Prioritize help desk requests based on operational needs and escalate when necessary.

Administration & Configuration

• Perform application administration tasks such as updating standardized codes, mapping tables, and account queues.
• Configure and maintain SaaS platforms for product management and roadmapping (e.g., Aha!, Azure DevOps).
• Manage user accounts and permissions within these platforms.
• Maintain workspace structure and naming conventions for consistency.
• Configure workflows, statuses, and templates to support standardized processes.
• Set up and manage ideas portals (branding, configuration, workflows).
• Oversee integrations with approved tools (e.g., Azure DevOps, GitHub, SSO, Slack).
• Build and maintain reporting and dashboards for leadership visibility.
• Establish and enforce governance and best practices (standards, audits, training).

Documentation & Knowledge

• Update technical documentation for implementations, configurations, and processes.
• Maintain system configuration and procedure documentation for assigned projects.

Cross-Team Collaboration

• Work with Technology and Engineering teams to resolve application issues.
• Coordinate with other departments to deliver fit-for-purpose solutions.
• Liaise with internal teams to ensure compliance and smooth deployment.

Compliance

• Adhere to company policies, HIPAA requirements, and change management procedures.
• Maintain confidentiality and uphold responsibilities related to separation of duties.
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Required Skills & Experience:

Experience

• 2+ years in application support; SaaS and healthcare experience preferred.
• Experience configuring and supporting SaaS platforms for product management and roadmapping (e.g., Aha!, Azure DevOps).
• Experience with product roadmapping and strategic planning tools.

Technical Skills

• Proficient in ServiceNow or similar ITSM/CRM platforms (e.g., Salesforce).
• Basic to advanced SQL skills, including writing queries and using SQL Developer.
• Understanding of integration workflows between SaaS platforms and other enterprise systems.

Core Competencies

• Clear communication and client-focused approach.
• Ability to prioritize and manage multiple issues effectively.
• Excellent problem-solving and analytical skills.

Education:

Bachelor's degree or equivalent work experience required.

Schedule & ITSM:

Standard business hours with participation in on-call rotation if needed. Operates within ServiceNow for incident/problem/change management; adheres to defined SLAs and escalation tiers.

Location & Travel:

Remote/hybrid/on-site; less than 5% local travel usually for training purposes.

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time).
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force.
• Frequently or constantly lift, carry, push, pull, or otherwise move objects and perform repetitive motions.
• Subject to inside environmental conditions.