Lead Application Support Specialist

Job Description

Job Description

Title: Lead Application Support Specialist

Location: Fully Onsite at 33 Beaver Street, Manhattan, New York

Lead Application Support Specialist with 11 Years of exp

PLEASE NOTE: Only candidates that currently live within commuting distance of New York City will be considered. Please do not reply if you live outside of the New York City Metropolitan area.

Please share the profile in below format along with Updated Resume preferably 4 Pages Max

Note: Please provide Their availability for 20 mins TEAMS call for Tech Screening

Lead Application Support Specialist
What You'll Do
You'll be the go-to expert end users rely on — someone who knows the business rules and functionality across our systems well enough to solve problems fast and prevent the next one. Day to day, that means fielding issues directly from end users, tracing them to root cause using remote support tools, and walking people through fixes and how-to questions with patience and clarity.
Beyond individual tickets, you'll help the team get better: mentoring newer specialists as they build up their own troubleshooting instincts, and weighing in during team meetings on where processes could run smoother.
On the monitoring side, you'll catch issues before they become bigger problems — reviewing daily edit logs, tracking disruptions between system interfaces, and keeping desktop configurations and integrations running cleanly through upgrades and new rollouts. Every ticket gets documented properly, from first response through resolution, and you'll manage your own workload against team SLAs while looping in development or escalating leads when something needs more firepower.
You'll also own reporting — pulling data via interface or natural-language search, building out ad-hoc and trend reports, and self-auditing to keep quality and compliance on track. And you'll handle access requests and identity management (including MFA troubleshooting) with the discretion that confidential information demands.
What You Bring: Mandatory

• 4 years in a lead application support role, delivering strong cross-functional support to a large, varied user base while hitting SLAs and following ITIL best practices
• 4 years working with MS Office 365, ServiceNow, IAM, and incident management tools
• 4 years supporting both front-end and back-end web applications
• 4 years with Remedy and ServiceNow specifically for incident management