Application Support Analyst

Key Responsibilities:

Help Desk & Application Support:

• Provide first-level technical support via phone and email; troubleshoot, diagnose, and resolve user issues
• Own incidents end-to-end with proactive follow-up and timely resolution
• Document, track, and manage tickets, ensuring accurate and up-to-date case notes
• Escalate complex issues to appropriate teams while maintaining ticket flow
• Follow established help desk processes, SLAs, and escalation procedures

User Support & Documentation:

• Maintain and enhance knowledge base articles and technical documentation
• Support user account provisioning and access management processes
• Participate in production support reviews and continuous improvement efforts

Training & Enablement:

• Deliver in-person, remote, and hybrid training sessions to end users
• Support “train-the-trainer” initiatives for scalable user adoption
• Create and maintain training materials and user guides

Onboarding & Change Management:

• Support onboarding of new agencies and users onto electronic workflows
• Conduct kickoff sessions, user impact assessments, and readiness activities
• Assist with workflow alignment and adoption of standardized processes

Stakeholder Engagement:

• Act as a liaison between technical teams, law enforcement agencies, and external vendors
• Gather feedback, document issues, and support continuous system improvements

System Integration & Support:

• Collaborate with RMS vendors to ensure system readiness and integration
• Support rollout of new features and enhancements across platforms
• Assist with system demos, pilots, and adoption initiatives

Reporting:

• Provide regular status updates on activities, issues, and progress

Required Skills & Experience:

• Experience in IT Support / Help Desk / Application Support
• Exposure to public safety or law enforcement environments (highly preferred)
• Strong troubleshooting and incident management skills
• Experience with ticketing systems and SLA-driven environments
• Excellent communication and stakeholder management skills
• Experience delivering technical training and user support