Enterprise Applications Support Analyst, IT


On Site
Full Time


Technical Support
Problem solving
Quick learner
Issue resolution
Escalation management
User guides
Knowledge base
Standard operating procedure
Software deployment
Enterprise software
Continuous improvement
Cloud computing
Microsoft Dynamics
Customer relationship management
Root cause analysis
Time management
Computer science
Information systems

Job Details

Enterprise Applications Support Analyst, IT

Job Summary:

Looking for Enterprise Applications Support Analyst to join the Enterprise Applications team at our Corporate Headquarters in Park Ridge, NJ. The role will play a crucial part in ensuring the smooth operation and optimal performance of our enterprise applications like Microsoft Dynamics 365 Sales (CRM), Smartsheet, Intranet, and various other SaaS cloud-based applications. This role involves providing technical support, troubleshooting issues, administration of the platforms and collaborating with cross-functional teams to maintain and enhance our suite of enterprise applications. The ideal candidate will have a strong understanding of cloud-based software systems, excellent problem-solving skills, quick learner, and a customer-centric approach to support.

Duties & Responsibilities:
    • Provide first and second-level support for enterprise applications, including troubleshooting, issue resolution, and escalation management.
    • Execute successful onboarding and offboarding activities for the various cloud-based applications.
    • Collaborate with internal stakeholders and external vendors to identify, prioritize, and resolve application-related issues and enhancement requests.
    • Perform routine maintenance tasks, including software updates, patches, and configuration changes, to ensure the stability and security of enterprise applications.
    • Work with the Development team to complete some of the small to mid-sized enhancements request.
    • Develop and maintain documentation, including user guides, knowledge base articles, and standard operating procedures, to facilitate effective support and training.
    • Participate in the testing and deployment of new software releases and enhancements, ensuring compatibility and reliability across the enterprise application environment.
    • Monitor application performance and system health, proactively identifying and addressing potential issues to minimize downtime and maximize efficiency.
    • Contribute to continuous improvement initiatives, recommending and implementing process enhancements and automation to streamline support operations.
    • Provide training and guidance to end-users, empowering them to effectively utilize enterprise applications and resolve common issues independently.

Desired Skills & Experience:
    • 2+ years of experience in cloud-based SaaS applications
    • 1+ year experience with Microsoft Dynamics 365 for sales (CRM)
    • Proficiency in troubleshooting technical issues and conducting root cause analysis.
    • Worked with End Users to help solve their issues.
    • Inherently motivated, able to work effectively both independently and in a team environment.
    • Handle tight deadlines, learn quickly, and maintain a positive, professional attitude.
    • Proven ability to identify, analyze and solve problems.
    • Excellent organizational, time management, interpersonal and communication skills, both verbal and written.

Education & Certifications:
    • Bachelor's degree in Computer Science, Engineering, Information Systems, Business or related discipline is required.
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