Application Support Specialist
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Job Description
Application Support Specialist monitoring ACES production applications, integrations, and automated processes. Troubleshooting incidents, resolving data issues, and improving application stability.
Responsibilities:
- Proactively monitor production applications, system alerts, integrations, and automated processes
- Identify and respond to application failures, performance issues, data problems, and other production risks
- Triage support tickets based on urgency, business impact, and established service expectations
- Troubleshoot and resolve routine to moderately complex application issues
- Conduct root cause analysis and recommend solutions for recurring problems
- Escalate complex or high-impact issues with complete troubleshooting details and supporting evidence
- Maintain ownership of escalated issues and follow through until resolution
- Investigate data issues and perform approved data corrections, audits, and cleanup activities
- Create and maintain knowledgebase articles, troubleshooting guides, known issues, and support procedures
- Communicate timely and understandable updates to users and stakeholders
- Collaborate with business analysts, developers, QA, infrastructure teams, and vendors
- Identify opportunities to improve application stability, support processes, and user experience
Requirements:
- Associate degree, bachelor’s degree, or equivalent combination of education and relevant experience
- Two or more years of experience in application support, help desk support, IT operations, or business systems support
- Strong critical thinking, troubleshooting, and problem-solving skills
- Demonstrated initiative and ability to independently move issues toward resolution
- Strong written and verbal communication skills
- Ability to prioritize multiple requests based on urgency and business impact
- Ability to work effectively in a fast-paced and changing environment
- Experience with enterprise applications (e.g., Dynamics 365) and/or ticketing platforms (e.g. Service Desk Plus, Zendesk) is a plus
- Familiarity with data auditing, automated workflows, integrations, and production monitoring is a plus
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