Application Support Analyst

Job Summary:

Serve as the primary point of contact between internal departments and the software development team for supported applications, including training/learning platforms, client portals, and related systems. Monitors multiple intake channels to triage incoming requests, resolves user-driven issues directly, and routes genuine software defects into the development workflow. Maintains deep functional knowledge of supported applications to support, guide, and educate users. Creates and maintains documentation and coordinates work between stakeholders and the development team, allowing developers to remain focused on design and development.

Major Responsibilities: 

• Monitor and triage incoming requests across support systems and determine the correct path for each
• Resolve user-driven issues directly by answering questions and guiding users through solutions
• Maintain deep functional knowledge of supported applications to support users
• Develop and improve systems to automate support workflows and reduce volume
• Write and maintain wiki and how-to documentation
• Coordinate between internal department stakeholders and the software development team
• Participate in syncs and other recurring meetings
• Other duties as assigned

Education and/or Experience:

• 3–5 years of relevant experience bridging business users and technical teams
• Strong customer service attitude
• Experience with support/task management software
• Strong organizational skills, with the ability to plan, prioritize, and drive multiple initiatives
• Excellent written communication skills for creating clear, user-friendly documentation
• High-level understanding of relevant technologies (e.g., relational databases, web browsers, networking, cloud services, APIs)
• Bonus: Familiarity with certification/recertification processes and agency accreditation
• Bonus: Experience with SCORM and/or learning platforms

Physical Requirements/Essential Job Functions:

• Developing and improving system workflows and support
• Writing and maintaining accurate and up to date documentation
• Maintaining professional relationships while coordinating between many stakeholders and teams
• Ability to multi-task and prioritize competing requests efficiently
• Ability to communicate technical concepts to both users and developers effectively
• Problem-solving
• Frequent computer and telephone use
• Sitting for long periods of time
• Concentrating for long periods of time
• Occasional travel of less than 15% may be required