Application Support Specialist

A leading organization in the insurance and financial services industry is seeking a Contract Application Support Specialist (Senior Level) to join its Enterprise Applications team in a fully remote capacity. This role serves as the primary Tier 2/3 escalation point for complex application issues while supporting the deployment, maintenance, governance, and lifecycle management of critical enterprise applications across business functions including Actuarial, Claims, Underwriting, Finance, and Contact Center operations.

The ideal candidate brings strong experience supporting cloud-hosted and enterprise platforms such as Microsoft 365, Exchange Online, Teams, SharePoint, Oracle, Salesforce, Azure/Entra, and Genesys environments.

This is an exciting opportunity for a highly organized IT professional who enjoys building structure and improving operational excellence. The selected consultant will help establish and maintain a Configuration Management Database (CMDB), develop a centralized application catalog, enhance application governance practices, and ensure business-critical systems remain stable, secure, and performant. Required Skills & Experience

• 5-7 years of experience in application support, systems administration, application engineering, or enterprise IT operations
• Proven experience deploying, maintaining, patching, and supporting enterprise applications
• Strong Tier 2/3 troubleshooting and incident resolution experience
• Deep hands-on support experience with at least four of the following:
  • Microsoft Teams and Teams Phones
  • Exchange Online
  • Microsoft 365
  • SharePoint Online
  • Oracle applications
  • Entra ID / Azure
  • Salesforce
  • Genesys IVR or contact center platforms
• Experience working in structured ITSM environments such as Jira Service Management or ServiceNow
• Knowledge of ticket triage, SLA management, incident prioritization, and escalation workflows
• Experience building, maintaining, or administering a CMDB
• Strong documentation, process creation, and organizational skills
• Working knowledge of SQL and relational databases
• Experience utilizing monitoring, logging, and diagnostic tools for application support
• AWS experience supporting cloud-hosted application environments
• Enterprise Windows 11 support experience
• Experience participating in change management processes, CAB reviews, and release coordination
• Excellent verbal and written communication skills
• Ability to work independently while managing multiple priorities and stakeholders

Desired Skills & Experience

• Jira Administration experience including workflows, permissions, project setup, and configuration
• Microsoft Intune / Endpoint Management experience
• AWS WorkSpaces support and administration
• PowerShell and/or Python scripting for automation and operational efficiency
• BigFix administration, software packaging, and patch management
• Experience with RightFax or additional telephony/contact-center platforms
• Support experience for enterprise AI solutions such as Claude, ChatGPT, Kiro, or similar platforms
• Experience supporting regulated industries, including insurance or financial services
• Knowledge of application governance, software lifecycle management, and asset management best practices
• Understanding of cybersecurity controls and compliance requirements related to enterprise applications
• ITIL v3 or ITIL v4 Foundation certification

What You Will Be Doing Tech Breakdown

• 35% Application Support & Troubleshooting
• 20% Enterprise Application Administration
• 15% CMDB & Application Catalog Management
• 10% Change Management & Release Coordination
• 10% Endpoint & Patch Management
• 10% Documentation, Training & Process Improvement

Daily Responsibilities

• Serve as the primary escalation resource for complex Service Desk tickets
• Perform root cause analysis and coordinate resolution efforts for enterprise application incidents
• Monitor application availability, performance, and system health
• Support enterprise application deployments, upgrades, maintenance, and patching efforts
• Build and maintain an accurate CMDB including application dependencies and ownership records
• Develop and manage a centralized application catalog
• Assist end users and technical teams with application-related support and training
• Support Jira administration activities including workflows, permissions, and project configurations
• Participate in change management and CAB processes
• Collaborate with Infrastructure, Security, Architecture, and Operations teams
• Assist with endpoint management and patching activities through Intune, Azure, and BigFix environments
• Create and maintain technical documentation, support procedures, and knowledge-base articles