Information Technology Application Support Analyst I

We are seeking an Information Technology Application Support Analyst I to provide production application support for enterprise business systems. This role will focus on overnight release validation, application monitoring, troubleshooting, and incident resolution to ensure critical applications remain stable and available. The ideal candidate will have experience supporting enterprise applications, strong SQL troubleshooting skills, and familiarity with tools such as ServiceNow, JIRA, and Quest. This position will work closely with development, infrastructure, and business teams to resolve application issues and support ongoing technology operations., * Perform overnight application release validation and production verification following software deployments.

• Monitor application processes, workflows, and scheduled jobs to identify issues and prevent production impacts.
• Troubleshoot application errors and resolve incidents using Quest and ServiceNow ticketing systems.
• Utilize SQL queries to validate data, troubleshoot application issues, and support root cause analysis.
• Perform application testing across multiple environments, including validation of patches, releases, and enhancements.
• Assist with application configuration changes, deployments, service releases, and production support activities.
• Analyze production issues, identify trends, and provide technical solutions or escalate as needed.
• Maintain detailed documentation related to application processes, troubleshooting steps, and support procedures.
• Communicate technical issues and resolutions effectively with technical teams and business users.
• Participate in an on-call support rotation approximately every eight weeks (Saturday - Monday).

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field

OR * High School Diploma with 4+ years of relevant application support or technical experience. Required Technical Skills

• Hands-on experience with SQL for querying, troubleshooting, and data validation.
• Experience working with ServiceNow for incident and request management.
• Experience with JIRA for issue tracking and defect management.
• Experience utilizing Quest or similar ticketing/workflow management platforms.
• Understanding of application support processes, production environments, and release management.
• Experience troubleshooting software applications and resolving technical issues.

Preferred Qualifications

• 1-3 years of experience in Application Support, Production Support, or IT Operations.
• Experience supporting enterprise applications in a highly available environment.
• Familiarity with ITIL processes including Incident, Problem, and Change Management.
• Experience supporting financial services, healthcare, or other regulated industries.

Key Skills & Competencies

• Strong analytical and troubleshooting abilities.
• Excellent written and verbal communication skills.
• Ability to communicate technical information to non-technical users.
• Strong attention to detail and documentation skills.
• Ability to work independently during overnight hours while managing competing priorities.
• Customer-focused mindset with strong problem-solving capabilities.

• Onsite overnight schedule: Monday - Friday, 9:00 PM - 4:00 AM
• On-call rotation: Approximately every 8 weeks (Saturday - Monday)

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