IT Application Support Analyst

RESPONSIBILITIES:
Kforce has a client that is seeking an IT Application Support Analyst in Birmingham, AL.

Overview:
We are seeking two IT Application Support Analyst I professionals to join a high-performing application support team. This role blends technical application support and business analysis responsibilities and is ideal for candidates who enjoy troubleshooting, problem-solving, and collaborating with cross-functional technology teams.

The IT Application Support Analyst I serves as a frontline technical resource, reviewing and diagnosing escalated system issues to determine root causes and ensure timely resolution. This position supports both customer-facing and internal banking applications and works closely with engineering and infrastructure teams to resolve complex technical challenges.

Key Responsibilities:
* Review, triage, and diagnose incoming support tickets from business units and internal teams
* Determine whether reported issues are system-related, configuration-related, or user-related
* Provide first-level technical analysis for front-end application issues (e.g., login errors, performance concerns)
* Collaborate with backend and infrastructure teams to gather system logs, queries, and technical documentation
* Support both customer-facing and internal enterprise applications
* Analyze application performance issues such as latency, access failures, and system disruptions
* Document findings, resolutions, and technical notes within ticketing systems
* Escalate issues appropriately with detailed technical context
* Participate in an on-call rotation (approximately one week every 7-9 weeks)
* Maintain high productivity in a fast-paced, high-volume support environment (17-100+ tickets per day)

REQUIREMENTS:
* Some professional experience in IT support, application support, or technical operations
* Ability to analyze and troubleshoot front-end application issues
* Basic understanding of backend systems, including servers, databases, and mainframes (training provided)
* Strong problem-solving and analytical skills
* Ability to manage multiple priorities in a high-volume environment
* Excellent written communication and documentation skills
* Experience working with ticketing or case management systems

Experience with vendor or enterprise systems such as:
* EManager
* Compass Partner Care
* Client360
* Understanding of system performance monitoring and diagnostics

Tools & Technologies:
* Ticketing Systems: ServiceNow, Jira, Quest
* Vendor/Enterprise Systems: Client360, EManager, Compass Partner Care
* Backend Platforms: Servers, databases, mainframes

Preferred Qualifications:
* Previous experience in banking or financial services environments
* Familiarity with mainframe systems
* Experience with ServiceNow, Jira, Quest, or similar ticketing platforms
* Exposure to production support and system triage processes

Work Environment:
* High-volume, ticket-driven support team
* No direct interaction with external customers
* Collaborative, team-oriented environment
* Focused on technical diagnosis and system resolution
* Schedule & On-Call
* Hybrid schedule: Onsite 3 days per week (Birmingham, AL)
* On-call rotation: Approximately 1 week every 7-9 weeks

Employment Details:
* Contract-to-Hire (7+ Months)
* Conversion Salary: To be determined
* Candidates must demonstrate strong performance to earn full-time conversion

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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