Application Support Analyst

Serves as the first point of contact for enterprise application support, triaging and resolving tickets, monitoring batch and integration jobs, documenting issues, maintaining knowledge articles, and communicating status updates. The role investigates system, access, and integration problems, follows SLA and escalation procedures, performs recovery steps, and escalates complex issues with complete technical context. Workday or similar ERP/HCM experience and familiarity with Azure DevOps are preferred., The Application Support Analyst is the primary point of contact for OSV’s enterprise application support operations. This role is responsible for first-contact triage and resolution of support requests, monitoring batch processing and integration jobs, and maintaining clear communication with end users throughout the ticket lifecycle. The Support Analyst takes ownership of issues within their service areas, applies independent problem-solving before escalating, and actively builds knowledge to reduce repeat issues and support team effectiveness., * Serve as the first point of contact for all incoming support requests; apply working knowledge of assigned service areas to triage accurately, determine scope and priority, and initiate resolution using established procedures.

• Research and apply solutions independently before escalating; take ownership of the troubleshooting process by exhausting documented approaches and leveraging available resources, team knowledge, and prior issue history.
• Monitor essential batch processing and integration jobs; identify failures, assess impact, execute documented recovery steps, and escalate outside standard procedures with complete context.
• Identify and report system performance anomalies, access issues, and integration failures; use pattern recognition to flag issues that may indicate broader systemic problems.
• Document all issues, troubleshooting steps, and resolutions accurately; maintain knowledge base articles for assigned service areas and share learnings to reduce repeat issues.
• Provide timely, accurate status updates to end users and stakeholders throughout the ticket lifecycle; communicate findings in clear, non-technical language appropriate to the audience.
• Perform projects and other duties as assigned.

Competencies

• Manages assigned work with reliability and accuracy; delivers quality outcomes and communicates proactively when timelines shift. Builds and maintains working knowledge of service areas; can explain how applications function and how issues affect the broader system.
• Approaches problems methodically using documentation and prior experience before escalating; provides full technical context when routing issues.
• Understands how support work connects to client outcomes and OSV’s business; uses that awareness to prioritize effectively and communicate with appropriate urgency.
• Demonstrates consistent adherence to SLA, documentation, and escalation standards; understands the purpose behind processes and applies them accordingly., Maintain, optimize, and support client package-based applications (e.g., SAP/Oracle). Customize core modules, contribute to technical and business blueprints, perform unit and integration testing, deliver end-user training, and support vendor management and solution design.

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• 1+ years in technical support or IT operations. Experience with ticketing systems and SLA-based support workflows.
• Strong written communication skills; ability to follow troubleshooting procedures and escalation processes. Basic understanding of enterprise application concepts, business processes, and data flow.
• Familiarity with change management awareness and basic security and disaster recovery procedures.

Preferred Skills

• Experience with Workday or similar ERP/HCM platforms preferred.
• Familiarity with customer support or ticketing platforms preferred.
• Basic understanding of batch processing, job monitoring, or system integration concepts a plus. Experience supporting BPaaS operations environments a plus. Familiarity with Azure DevOps for issue tracking a plus., You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.

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What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,600 customers and $250+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions - all in one place.