HR Application Support/Production Support Analyst

Job Description

Job Description

We are currently seeking an HR Application Support Analyst for a long term contracting position located in Vienna, VA. This is a hybrid role (working onsite 3 days a week), but will consider remote, keeping in mind that hybrid is preferred. We are able to work with W2 and established 1099's (no c2c at this time).

We are seeking an Application Support/Production Support Analyst for HR systems, centered on ticket triage, incident resolution, ServiceNow operations, Oracle HCM support, and maintaining system stability through repeatable support processes. Candidates must have 3-5 years of experience.

This role is a Technology Support Analyst position responsible for providing frontline production support for HR systems and enterprise applications. The person acts as the first point of contact for incidents and service requests, performs ticket triage and issue resolution, monitors support queues, validates system changes, coordinates releases, maintains documentation, and identifies opportunities to improve support processes and reduce recurring issues. The position is focused on operational support and system stability rather than system implementation or development.

We are seeking a Technology Support Analyst to provide frontline support for enterprise HR systems and business applications. This role focuses on production support, issue triage, and coordination of standard, repeatable support activities to ensure system stability and a seamless user experience.

Key Responsibilities:

• Serve as the first point of contact for technology-related support requests and incidents
• Manage intake of requests and perform initial triage, categorization and prioritization of tickets and ensure complete and accurate documentation
• Monitor support queues and intake channels to ensure timely response
• Resolve low-risk, standard, repeatable issues using established procedures and knowledge base articles.
• Coordinate routine system updates and maintain an up-to-date calendar of releases and maintenance activities.
• Perform basic system validations, data checks, and post-release verification activities.
• Identify recuring issues and recommend improvements to reduce manual effort and repeat incidents.
• Perform basic reporting on intake and progress metrics to identify trends and insights for improvement opportunities.
• Maintain and update reference materials and support documentation

Qualifications:

• 3-5 years of hands-on operational support experience in a production support environment. Experience with Oracle HCM and/or ServiceNow is required.
• Familiarity with Incident and Request Management concepts
• Basic understanding of ticketing systems (ie. ServiceNow, Azure DevOps, etc.)
• Strong organizational and prioritization skills
• Excellent communication and customer service skills
• Ability to follow defined processes and work independently within established guidelines.

System One is a leading provider of specialized, highly technical services and solutions to critical infrastructure, technology, life sciences, and government sectors. We partner with large private and public organizations who trust us to execute their complex, mission-critical initiatives through our outsourced services and workforce solutions.

Company Description

System One is a leading provider of specialized, highly technical services and solutions to critical infrastructure, technology, life sciences, and government sectors. We partner with large private and public organizations who trust us to execute their complex, mission-critical initiatives through our outsourced services and workforce solutions.