Custom Software Application Support Specialist / Analyst

We are hiring a Custom Software Application Support Analyst to support a large-scale, internally developed SaaS application used across statewide operations. This role focuses exclusively on application functionality, workflow troubleshooting, data issues, and end-user support. It does not include hardware, desktop, device, or network support. Candidates must have 4-6 years of experience supporting SaaS or custom enterprise applications in a production environment and must have lived in California for the past 6 months.

WHAT THIS ROLE IS

A role for someone who has supported:

• SaaS platforms or custom enterprise applications
• Workflow-heavy systems with complex business processes/logic
• Large-scale implementations, Go Lives, or major rollouts
• Application behavior, data issues, and configuration troubleshooting

WHAT THIS ROLE IS NOT

This is not a help desk, desktop support, or hardware support role.

Do not apply if your background is primarily:

• Hardware, desktop, or device troubleshooting
• Printer, network, VPN, or workstation support
• Remote desktop or deskside support
• Break/fix, imaging, or endpoint management, Application Support & Troubleshooting
• Provide Tier 1-3 support for custom-developed or highly configured SaaS applications
• Troubleshoot application issues, workflow errors, system defects, and user access problems
• Serve as the primary point of contact for application functionality and user support
• Perform root cause analysis and coordinate fixes with development and infrastructure teams
• Monitor application performance, availability, integrations, and system health

Incident & Problem Management

• Manage incidents, service requests, and problem tickets to meet SLAs
• Document issues, resolutions, and known errors in the knowledge base
• Participate in on-call rotations and critical incident response
• Collaborate with vendors, developers, and technical teams to resolve complex issues

Releases, Testing & Change

• Support software releases, patches, configuration updates, and deployments
• Validate fixes and enhancements; support UAT cycles
• Participate in change management activities, including impact analysis and user readiness

User Support & Training

• Provide end-user training and over-the-shoulder support during Go Live
• Develop and maintain user guides, FAQs, and training materials
• Manage user accounts, roles, permissions, and access requests

Data & Reporting

• Support data validation, data correction, and data quality activities
• Assist with reporting needs and validate data outputs
• Prepare status updates, issue summaries, and performance metrics

Continuous Improvement

• Recommend system enhancements and workflow improvements
• Identify opportunities for automation and efficiency
• Ensure compliance with security, privacy, and regulatory requirements, Your experience is primarily hardware, desktop, device, or network support. This role requires hands-on experience supporting SaaS or custom enterprise applications., * How many years of experience do you have supporting enterprise applications, and what percentage of your time was focused on application support vs. hardware/device support?
• What were the most common challenges you encountered during a Go Live event, and how did you resolve them?
• What role have you played in change management activities (e.g., impact assessment, user readiness, release support)?

Do you have experience in Ticketing system technical support?, * 4-6 years supporting SaaS or custom enterprise applications in a production environment

• Experience supporting business workflows and operational processes
• Experience troubleshooting application behavior, workflow logic, and data issues
• Hands-on experience with ITSM tools such as ServiceNow or Cherwell (Service Cloud/Agentforce preferred)
• Prior experience providing in-person support during a Go Live or enterprise rollout
• California residency for at least the last 6 months, * Experience supporting custom or enterprise applications
• Familiarity with SQL (SQL Server, Oracle, MySQL) for data validation
• Experience working with cross-functional teams
• Strong analytical, troubleshooting, and communication skills

WHO THRIVES IN THIS ROLE

• Analysts who enjoy digging into workflow logic and data issues
• People who have supported large, complex systems with high user volume
• Individuals comfortable working between business users, developers, and IT teams
• Professionals who have worked in government, healthcare, human services, or similar environments

$60,000 a year - Full-time, Contract, Pulled from the full job description

• Health insurance
• Paid time off, * Health insurance
• Paid time off