Senior Application Support Analyst

Under the general supervision of the Director, Applications, the Senior Applications Support Analyst supports diverse business areas (Operations, Finance, Human Capital Management, etc.) and the related IT business applications used to support the core business processes in those areas. The incumbent bridges the gap between business needs and technology solutions, with a strong focus on supporting the implementation, optimization, and day-to-day administration of Workday HCM and Finance platforms, alongside managing core IT service delivery through ServiceNow.

Here is how the Senior Applications Support Analyst will help:

• Participate in requirements analysis by gathering specifications and creating user stories to define project deliverables.
• Demonstrate hands-on expertise in Enterprise Applications including ERP, Cloud-based solutions (specifically Workday HCM and Finance), customizations, and integrations to meet organizational needs.
• Provide tier-3 support for business applications, with a primary focus on Workday HCM, Workday Financials, and other relevant corporate software.
• Oversee the customization, optimization, and continuous improvement of core applications/workflows to align with business requirements.
• Perform routine maintenance tasks, updates, regressions testing for production, and patches for enterprise applications to ensure system stability and security.
• Utilize ServiceNow ITSM to effectively investigate, troubleshoot, track, and resolve complex tier-3 issues related to business applications.
• Leverage ServiceNow IT Asset Management (ITAM) to track, manage, and optimize lifecycle requirements for software licenses and application assets.
• Manage ongoing production maintenance, project support, and enhancements involving all stages of application life cycle development and related internal and outbound integrations.
• Develop and conduct training sessions for end-users to enhance their proficiency in using business applications.
• Maintain and leverage relationships with software vendors (including Workday and ServiceNow), ensuring effective communication and collaboration.
• Manage end-to-end IT service delivery, ensuring SLAs and KPIs are consistently met within the ServiceNow platform.
• Collaborate closely with internal business stakeholders, particularly in Finance and Human Resources-to understand their requirements, align IT services with business goals, and ensure the delivery of optimized solutions.
• Drive continuous improvement initiatives within the IT service delivery function, leveraging automation and identifying areas for optimization.

The successful candidate for the role of Senior Applications Support Analyst will demonstrate the following key competencies needed in our culture:

• Communication - Proactively conveys a clear, convincing, and timely message; communicates effectively verbally and in writing using effective and appropriate communication.
• Strategic Thinking - Appreciates “big picture” commits to a course of action to accomplish individual, team and organizational goals understanding how they dynamically contribute to the mission and vision of the Airport Authority, is forward thinking and adept at seeing future outcomes and issues.
• Team Builder - Recognizes the value of teamwork and being an effective contributor to the team that delivers desired results; is a subject matter expert that collaboratively participates in the overall effectiveness of the team.
• Customer Centricity - Aware of customer needs and the prioritization of our customers both internal and external, makes decisions with customer in mind, builds strong customer relationships.

Requirements to apply for the role of Senior Applications Support Analyst are:

• Bachelor’s degree in Computer Science, Information Technology, Engineering or related field from an accredited college or university.
• Three years of experience supporting enterprise ERP/Cloud applications, with a strong preference for direct experience in Workday HCM and Workday Financials.
• Demonstrated hands-on experience working within the ServiceNow platform managing ITSM tickets, workflows, or IT Asset Management modules.

We also expect that candidates will demonstrate the following knowledge, skills, and abilities in most cases:

• Deep expertise and considerable ability to manage, troubleshoot, and enhance Workday Human Capital Management (HCM) and Finance domain systems, as well as exposure to other enterprise applications like ASANA Project management, DocuSign, M365 Suite
• Strong technical and functional understanding of financial processes and HR workflows within an enterprise environment.
• Hands-on, proficient knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) processes and best practices within the ServiceNow platform.
• Ability to perform routine maintenance tasks, updates, configurations, and data masking/governance activities for business applications.
• Capable of managing integrations (EIBs, Core Connectors) between Workday, ServiceNow, and external business applications to ensure seamless data flow.
• Ability to build strong relationships with software vendors and stakeholders, ensuring effective communication and collaboration., While performing the duties of this job, the employee is required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally list and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception and the ability to adjust focus. Must be able to understand and speak clearly in English.

Pulled from the full job description

• Loan forgiveness
• Tuition reimbursement
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

At ACAA, we’ve got you covered. That applies to how we equip, empower, and enable our people to do their jobs. It also applies to our benefits, which are broader and more valuable than what many other employers offer:

· We offer two plan options for healthcare coverage from high-quality insurance carriers, as well as an ACAA-funded Health Reimbursement Account (HRA) that will help offset the cost of many medical expenses.

· ACAA employees pay almost $1,200 less per year in healthcare payroll contributions than the average employee in other companies, according to market surveys.

· When HRA funding is included, the health-plan deductibles paid by ACAA employees are about $1,200 lower on average than the costs paid by employees of other companies.

· ACAA does not require that employees meet a separate deductible for pharmacy expenses before prescription-drug coverage kicks in.

· ACAA’s dental plans (included with healthcare coverage) offer an option covering children’s orthodontia.

· Employees also can take advantage of a Flexible Spending Account (FSA) to help pay for health care and dependent care expenses on a pre-tax basis.

· All eligible full-time ACAA employees participate in the Allegheny County Employees Pension Plan, a defined-benefit plan that vests after 10 years of service.

· Employees also may participate in a Deferred Compensation Plan, which allows them to contribute part of their pay on a pre-tax basis into long-term retirement investments.

· A robust Employee Assistance Program (including access to free counselling sessions, financial guidance, and care coordination), life insurance options, a wellness program, and eligibility for the Public Service Loan Forgiveness program round out ACAA’s exemplary benefits.

About the Allegheny County Airport Authority

The Allegheny County Airport Authority, which manages Pittsburgh International Airport (PIT) and Allegheny County Airport (AGC), is committed to transforming Pittsburgh’s airports to reflect, connect and serve the community, inspire the industry and advance the region’s role as a world leader.

Pittsburgh International Airport serves nearly 10 million passengers annually to 63 direct routes. PIT’s CEO Christina Cassotis has been recognized for numerous leadership awards. In 2025, she was named Pittsburgher of the Year by Pittsburgh Magazine.

PIT recently opened a new, modernized pre-security terminal and Terminal Garage, designed for and by the people of the Pittsburgh region. This new airport represents more than a decade of planning, preparation and work from the ACAA team. It serves as the region’s front door to the world, connecting the world to Pittsburgh and Pittsburgh to the world.