Applications Support Analyst I

POSITION PURPOSE:

The Applications Support Analyst is primary resource for resolving complex issues related to the company’s business applications. This role will deliver high-impact support to end-users, ensuring seamless operation of critical software platforms. It also requires a proactive, customer-focused approach and the ability to quickly master new applications and technologies. This role will collaborate closely with business stakeholders and IT teams to drive continuous improvement and user satisfaction. Lastly, this role should perform all responsibilities in accordance with ICM’s corporate values of Innovation, Ownership, Humility, Collaboration, and Stewardship. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Serve as the main point of contact for application-related support requests, providing prompt, effective, and courteous assistance via office visit, phone, or email to local, remote, and field users.
• Troubleshoot and resolve issues with enterprise applications (e.g., ERP, CRM, CMMS, LMS, SharePoint Online, Power Platform, document management systems and custom business systems), including break/fix, configuration, and integration problems.
• Analyze incident trends and recurring issues, identifying opportunities for process improvement and recommending solutions to reduce future disruptions.
• Document support cases, resolutions, and best practices to build a robust knowledge base for end-users and IT colleagues.
• Collaborate with application owners and support team members for escalation to   resolve complex issues, participate in testing, and support application upgrades and deployments.
• Provide user training, onboarding, and guidance to maximize adoption and effective use of business applications.
• Support application security, access management, and compliance with licensing and regulatory requirements.
• Participate in application lifecycle management, including requirements gathering, testing, and post-implementation support.
• Assist with periodic audits, data integrity checks, and reporting as needed.
• Maintain awareness of new features, updates, and industry trends to proactively enhance the user experience.

Education/Certification:

• High school diploma or equivalent required
• Bachelor’s degree in Management Information Computer Science, Data Analytics, Mathematics, Accounting, Information Systems, or a related field preferred. 

Knowledge & Experience:

• 1-3 years' experience supporting business applications in a mid-to-large organization (100 employees)
• Strong understanding of enterprise software platforms (ERP, CRM, HRIS, etc.)
• Experience with Microsoft 365/Office 365, Azure, and cloud-based applications
• Familiarity with incident management, ITIL practices, and service desk operations
• Basic understanding of networking and hardware is beneficial, but not the primary focus
• Experience supporting mobile and web-based applications is a plus 

WORK TYPE:

• Job is primarily on-premise, based out of Company’s headquarters (Colwich, Kansas)

Skills/Abilities:

• Must be fluent in English
• Proficiency in Portuguese and Spanish is beneficial 
• Ability to comprehensively research issues, systems and processes across both technical and business disciplines
• Adept at reading, writing, and interpreting technical documentation and procedure manuals  
• Role may require limited on-call and/or after-hours support
• Occasionally lifting of up to 25 pounds

TRAVEL REQUIREMENTS:

• Must possess valid driver’s license with no restrictions
• Role may require up to 10% Travel (remote site visits and/or conferences & training)
• May also include international travel