Job Description As a Senior Application Support Analyst, you'll provide courteous, prompt operational support for our application systems. You'll mitigate the impact of issues on our customers, dig into the root cause of problems, and put lasting solutions in place, all while working closely with development, product, and technical teams across the business. Key Responsibilities In this opportunity as a Senior Application Support Analyst, you will: Resolve Customer Issues: Analyze customer problems of moderate complexity, assess the scope of impact, and mitigate issues by recommending and executing effective workarounds.
Investigate Root Causes: Conduct root cause analysis and correlate system and application problems, identifying options for resolution and initiating action. Monitor & Support Systems: Proactively monitor support queues and applications, engaging others and escalating as required. Guide & Train Users: Advise and train others on application functionality, correct operation, and constraints, and correct user faults as they arise.
Collaborate Across Teams: Liaise with application development, product, technology, and other teams to resolve issues efficiently. Mentor & Share Knowledge: Provide technical guidance to less experienced analysts, helping junior team members work through troubleshooting steps, manage their backlog of open items, and build their skills through coaching and regular knowledge-sharing. Manage Priorities & Projects: Balance multiple, sometimes competing priorities with guidance, contribute to project planning sessions, and prepare status updates on customer problems and projects.
Engage Cross-Functionally: Participate in cross-functional discussions and complex projects that affect the broader team or business unit, bringing your perspective to the table alongside colleagues from other groups. Required Qualifications You’re a fit for the role of Senior Application Support Analyst if you have the following required qualifications: Experience in a technical discipline or specialization, with a solid foundation for building deeper expertise in application support.
Strong understanding of customers' needs, requirements, and priorities, with the ability to communicate information clearly and check for understanding. Proven ability to manage your own time and responsibilities, setting priorities and developing plans to meet short-term objectives. Comfort applying a range of policies and standards to identify and resolve standard technical and operational problems.
Ability to interpret data, plan your own work, and refine the methods and techniques you use. Experience investigating and responding to non-standard customer requests, seeking assistance from others as needed. Strong collaboration skills, with the ability to train or mentor colleagues and contribute to straightforward projects that affect your team or business unit. Preferred Qualifications Experience assisting with developing, configuring, or supporting tools for system monitoring and troubleshooting, familiarity with system processes to build application fixes and communicate changes effectively, experience with troubleshooting and in-depth workflow review/analysis, experience utilizing AI capabilities #LI-LB1 What’s in it For You?
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our commitment of empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.
Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabl