Application Support Analyst

Job Summary

The IT Systems Analyst supports a core operational business system used for dispatch, routing, and service activities. The position resolves user and application issues, maintains accurate system data and configuration, and assists with system changes, testing, and related projects while working with business users, IT colleagues, and vendors.

Key Responsibilities

• Resolve application support tickets and incidents, including time-sensitive operational issues.
• Maintain system data, configuration, and user access to support accurate daily operations.
• Troubleshoot application and integration issues, coordinating with vendors as needed.
• Fulfill reporting and data requests.
• Test system updates and support system-related projects.
• Train users and maintain system documentation.

Minimum Education & Experience Requirements

Required

• Bachelor’s degree in IT, Computer Science, Business, or equivalent experience.
• At least 2 years of experience in application support, system administration, or systems analysis.
• Experience with ERP, dispatch, routing, or other operational systems.
• Working knowledge of SQL and relational databases for data updates, validation, and troubleshooting.
• Experience using ticketing or IT service management tools.

Preferred

• Experience with ServiceNow.
• Report design experience.
• Experience in transportation, logistics, waste management, field service, fleet routing, or telematics.
• Special Requirements
• No additional special requirements specified.

Knowledge, Skills, and Abilities

• Application support, system configuration, data maintenance, and user access administration.
• SQL and relational database knowledge for updates, validation, and troubleshooting.
• Ability to investigate system and integration issues and respond to operational support requests.
• Ability to complete reporting and data requests, test changes, and document system procedures.
• Strong analytical and troubleshooting skills with attention to detail and accuracy.
• Clear, professional communication with users, stakeholders, and vendors at different levels.
• Ability to manage multiple requests, adjust priorities, work independently and collaboratively, and provide customer-focused user support and training.

Additional Desired Characteristics

• ServiceNow familiarity, report design experience, and exposure to transportation, logistics, waste management, field service, fleet routing, or telematics environments are beneficial but not required.