Application Support Analyst

JOB DESCRIPTION

POSITION SUMMARY
The Application Support Analyst is responsible for providing production support for applications used throughout the business. This individual will serve as a key support resource across multiple enterprise systems, including Salesforce, Sterling OMS, Blue Yonder WMS, Boomi, Karmak, and iSeries.
The primary responsibility is to manage incoming incidents, service requests, and user inquiries through ServiceNow. The analyst will document the user’s issue, investigate the underlying cause, determine the appropriate resolution, communicate status, and escalate unresolved incidents when necessary.
The Application Support Analyst will provide Level 2 support and help ensure incidents and service requests are resolved within established SLAs and operating procedures.

ESSENTIAL RESPONSIBILITIES

• Provide production support for enterprise applications, with a primary emphasis on Salesforce and Sterling OMS.
• Receive, investigate, classify, and resolve application incidents and service requests.
• Troubleshoot order failures, stuck or exception statuses, integration issues, and other production problems.
• Perform Level 2 investigation, triage, diagnosis, and resolution.
• Escalate complex or unresolved incidents to Level 3 Application Support or Engineering.
• Log incidents and service requests while maintaining complete and accurate records.
• Document symptoms, investigation steps, resolutions, progress, and status within ServiceNow.
• Ensure incidents and service requests are addressed within established SLAs.
• Keep users and relevant stakeholders informed throughout the resolution process.
• Perform daily ticket analysis and maintenance.
• Monitor, test, and troubleshoot user-related and system-related application problems.
• Analyze user needs and identify practical solutions.
• Identify gaps in applications or business processes that could create data or performance issues.
• Follow standard IT operating procedures and information-security requirements.
• Work with onshore and offshore team members to track activities on a daily and weekly basis.
• Collaborate with IT teams and business partners to resolve incidents and improve application support.
• Share ideas for improving production-support practices, processes, and service quality.
• Maintain a high level of customer satisfaction with business users.
• Adapt to changing priorities within a fast-paced enterprise environment.
• Perform other duties as assigned.

GENERAL ATTRIBUTES

• Detail-oriented, organized, responsible, and service-focused.
• Able to prioritize multiple incidents and requests effectively.
• Able to work independently and collaboratively with limited supervision.
• Strong analytical and problem-solving abilities.
• Strong interpersonal, written, and verbal communication skills.
• Able to protect confidential business and system information.
• Adaptable and comfortable working in a changing environment.
• Willing to support weekend or holiday coverage if future business needs require it.