What are the responsibilities and job description for the Application Business Support Operations Analyst position at Excelacom?
Denver, CO
Who We Are:
Excelacom is a global consulting and technology solutions firm solving client’s complex business and technology challenges through a mix of consulting expertise, telecom-focused software, and managed services within the communications and media industries.
Who You Are:
The L1 Application Business Support Operations Analyst serves as the first point of contact for business users requiring assistance with the Galaxy platform ecosystem (Customer, Project Management, and related modules). This role combines end-user support, incident triage, release coordination, and knowledge management to ensure smooth day-to-day platform operations.
Role and Responsibilities:
User Support & Navigation Assistance
Excelacom offers competitive salaries, health and wellness benefits, 401(k), paid time off, and career growth opportunities. For regular full-time employees, the estimated salary range is from $50,000 to $85,000.
EEO Statement:
Excelacom, Inc. is an equal opportunity employer. Any decision affecting employment, compensation, promotion, or transfer will be based solely on personal qualifications and merit, regardless of sex, race, color, religion, gender identity, sexual orientation, marital status, national origin, disability, age, results of genetic testing, service in the military, pregnancy, childbirth or other related medical conditions or any other factor protected under applicable law.
Who We Are:
Excelacom is a global consulting and technology solutions firm solving client’s complex business and technology challenges through a mix of consulting expertise, telecom-focused software, and managed services within the communications and media industries.
Who You Are:
The L1 Application Business Support Operations Analyst serves as the first point of contact for business users requiring assistance with the Galaxy platform ecosystem (Customer, Project Management, and related modules). This role combines end-user support, incident triage, release coordination, and knowledge management to ensure smooth day-to-day platform operations.
Role and Responsibilities:
User Support & Navigation Assistance
- Respond to business user inquiries related to Customer order management and Pro ject Manage ment for telecom B2B , and associated platform modules.
- Guide users through workflows, screen navigation, and feature usage.
- Resolve common how-to questions and functional queries within defined SLAs.
- Perform initial triage of reported application issues, classifying by severity, impact, and category.
- Reproduce and document issues with clear steps, screenshots, and log references.
- Apply known workarounds including limited data patches for pre-approved, documented fixes.
- Coordinate triaging and prioritization of unresolved issues with L2 support, development teams, and other cross-functional groups.
- Maintain clear escalation paths and ensure warm handoffs with complete context.
- Track escalated tickets through resolution and communicate status back to business users.
- Distribute application release notifications, maintenance windows, and system alerts to impacted business user groups.
- Coordinate with release management to understand change scope and potential user impact.
- Support post-release validation by monitoring for user-reported regressions.
- Create, update, and maintain training guides, FAQs, quick-reference cards, and known-issue documentation.
- Identify recurring support patterns and translate them into self-service knowledge articles.
- Support onboarding of new business users with platform orientation and guided walkthroughs.
- Bachelor’s degree, preferably in a technical or business-related field
- 1–3 years in application support, help desk, or business operations support.
- Familiarity with BSS/OSS platforms, CRM systems, or telecom order management (preferred).
- Experience with ticketing tools (ServiceNow, Jira, or similar).
- Strong written and verbal communication skills.
- Ability to follow structured troubleshooting and data patch procedures.
- Basic understanding of SQL for data lookup and verification (preferred).
- Comfortable working across time zones and coordinating with geographically distributed teams.
Excelacom offers competitive salaries, health and wellness benefits, 401(k), paid time off, and career growth opportunities. For regular full-time employees, the estimated salary range is from $50,000 to $85,000.
EEO Statement:
Excelacom, Inc. is an equal opportunity employer. Any decision affecting employment, compensation, promotion, or transfer will be based solely on personal qualifications and merit, regardless of sex, race, color, religion, gender identity, sexual orientation, marital status, national origin, disability, age, results of genetic testing, service in the military, pregnancy, childbirth or other related medical conditions or any other factor protected under applicable law.
Salary : $50,000 - $85,000