Business Application Support Analyst

Collinwood is assisting our client, a well-known non-profit organization in seeking a Business Application Support Analyst. In this role, you will serve as the technical subject matter expert for multiple complex applications, including but not limited to: Jira, Jira Service Management, Azure DevOps, Smartsheet, Qualtrics, Contraxx, and other SaaS-based systems. This is a Hybrid opportunity in located in Dallas, TX. *** Not available to provide sponsorship or work with 3rd party agencies at this time***

What you will be doing:

• Serve as the technical subject matter expert for multiple complex applications, including but not limited to: Jira, Jira Service Management, Azure DevOps, Smartsheet, Qualtrics, Contraxx, and other SaaS-based systems.
• Provide Tier 3 support, issue resolution, and proactive application monitoring to ensure high availability and optimal performance of supported systems. Oversee security access and administration for applications.
• Lead the strategic planning, design, configuration, and enhancement of assigned applications across departments in alignment with organizational goals.
• Collaborate with business stakeholders to define system requirements, improve workflows, and recommend solutions that enhance efficiency, accuracy, and scalability.
• Plan and organize application configuration and enhancement projects, including requirements gathering, identifying resources, vendor coordination, testing, training, and deployment.
• Serve as a liaison between BT and business units, to ensure business understanding and user alignment with assigned application best practices and standards.
• Conduct in-depth troubleshooting and root cause analysis; identify opportunities for automation and performance optimization.
• Own and maintain application documentation, including configuration standards, technical guides, vendor information, and training resources.
• Champion data governance, application security, compliance, and quality standards across systems.
• Develop and deliver training, best practices, and knowledge transfer sessions for power users to increase user adoption and competence within the applications.
• Work with vendors and developers to escalate and resolve application issues and enhancements.

What we need from you:

• Bachelor s degree in computer science, Information Systems, related field or equivalent work experience.
• Minimum 3 years of progressive experience supporting, managing, and administering enterprise and business applications.
• Advanced knowledge/experience with Jira and Azure DevOps
• Demonstrated experience with application performance monitoring, change control, security administration, and data integrity management.
• Proficient in Excel and Excel Formulas
• Strong interpersonal and communication skills with the ability to lead technical discussions and coach application users.
• Ability to work independently and proactively identify and implement solutions.

Preferred Skills & Competencies:

• Experience with project management methodologies (Agile, Waterfall, or hybrid) and tools such as SharePoint.
• Working knowledge of API integrations, and low-code/no-code platforms.
• Proficiency in tools and languages relevant to supported applications, including SQL, HTML, CSS, JavaScript, JSON, APIs, and scripting languages.