Application Support Analyst

Job Description

Application Support Analyst
Location: Hybrid
About the Role
We are seeking an experienced Application Support Analyst to provide Level 1 and Level 2 production support for critical enterprise applications that support warehouse, supply chain, and business operations. In this role, you'll troubleshoot application issues, manage ServiceNow incidents, monitor system performance, and collaborate with technical teams to ensure reliable, high-quality application support.


The ideal candidate has strong production support experience, excellent customer service skills, and enjoys solving technical problems in a fast-paced environment.
What You'll DoProduction Support

• Provide Level 1 and Level 2 application support for enterprise business applications.
• Monitor production systems and resolve application issues while meeting established SLAs.
• Troubleshoot application, system, and user-related incidents and escalate complex issues when necessary.
• Perform root cause analysis and support continuous service improvements.
• Coordinate with onshore and offshore support teams to ensure timely issue resolution.

Incident & Service Management

• Manage incidents and service requests using ServiceNow.
• Document, prioritize, track, and update tickets throughout the support lifecycle.
• Communicate issue status and resolutions with end users and business stakeholders.
• Maintain accurate documentation of incidents, resolutions, and recurring issues.
• Support IT service management (ITSM) processes and best practices.

Application & Business Support

• Support enterprise applications, including warehouse management, integration, CRM, and ERP-related platforms.
• Analyze user issues and recommend effective technical solutions.
• Identify system, process, and data quality improvement opportunities.
• Assist with application testing, system changes, and production deployments.
• Promote self-service reporting and analytics tools where appropriate.

Collaboration & Continuous Improvement

• Partner with IT teams and business users to improve application performance and user experience.
• Follow IT standard operating procedures and security requirements.
• Participate in knowledge sharing, documentation, and process improvement initiatives.
• Provide exceptional customer service while supporting a dynamic business environment.

Requirements

• Must have strong support experience with at least one of the following applications: Blue Yonder, WMS, IBM Sterling OMS, Manhattan OMS, iSeries, eComm, or Salesforce
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 3-4 years of application, systems, or technical production support experience.
• Experience supporting enterprise applications in a production environment.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Experience supporting 100+ end users in both local and remote environments.
• Strong troubleshooting, problem-solving, and analytical skills.
• Experience managing incidents, service requests, and SLA-driven support processes.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to collaborate effectively with technical teams and business stakeholders.
• Willingness to participate in weekend or holiday support as business needs require.

Preferred Qualifications

• Experience supporting BY Warehouse Management (BY WMS/Blue Yonder WMS).
• Experience with IBM i (iSeries/AS400), Salesforce, Boomi, or similar enterprise applications.
• Experience supporting distribution, logistics, manufacturing, or supply chain environments.
• Familiarity with ITIL and IT service management best practices.
• Experience working with global onshore and offshore support teams.
• Knowledge of application monitoring, production operations, and change management processes.

Why Join Us?
You'll become part of a collaborative technology team responsible for supporting mission-critical business applications that keep operations running efficiently. This role offers the opportunity to work with modern enterprise platforms while helping drive continuous improvement, operational excellence, and outstanding customer service.


If you're passionate about application support, problem-solving, and delivering exceptional service, we'd love to hear from you. Apply today!

Meet Your Recruiter

Hailey Pacha


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