Senior Application Support Analyst

We are looking for a senior-level Technical Support Analyst to join our team in Richmond, VA!

This is a critical, high-impact position assisting users with a modern digital licensing and case-management platform.

Key Details

• Position: Technical Support Analyst 4
• Location: Richmond, VA (23219)
• Work Arrangement: 100% Onsite (5 days a week, Monday Friday)
• Interview Process: Strictly In-Person Only (No virtual options; candidates must be willing to interview on-site)

What You Will Do (Day-to-Day)

• Primary Support: Act as the first point of contact for external users navigating a modern digital application portal.
• Triage & Resolve: Diagnose, troubleshoot, and resolve user-reported system and workflow issues, escalating to development teams when necessary.
• System Testing: Conduct routine quality checks and test new system features to ensure business needs are met.
• Guide & Document: Create user-friendly quick-start guides, FAQs, and manage requests using standard ticketing systems.

Highlighted Skills & Requirements

To be successful in this position, you must possess the following core experience:

• 8+ Years of IT Support: Extensive experience in application support, technical help desk, or customer-facing technical support.
• 8+ Years of SaaS / Low-Code Platform Support: Proven experience supporting SaaS or low-code/no-code applications (e.g., ServiceNow, Appian, Power Platform, Salesforce).
• 8+ Years of System Testing: Hands-on experience testing complex workflows and system functionality.
• Strong Translation Skills: Exceptional ability to translate complex technical concepts into clear, patient, and user-friendly instructions.
• Regulatory/Gov Support (Highly Desired): Experience supporting government, regulatory, compliance, or licensing-driven systems.
• Ticketing Systems: Familiarity with ticketing platforms like ServiceNow, Jira, or Freshdesk.

Important Role Notes

• Parking: Onsite parking is available at an out-of-pocket cost of approximately $140/month.
• US Residency: Candidates must physically reside in the US for the entirety of the contract.