AMS Application Support Engineer — Enterprise Stability

Franchise World Headquarters, LLC; Shelton (CT); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Insurance Plans

Pension/401K/RSP

Competitive Bonus

Mobility Allowance

Tuition Reimbursement

Company Holidays

Volunteering time

Job summary

Franchise World Headquarters, LLC, the Subway franchising arm, is seeking an AMS Support professional to maintain enterprise application stability and provide ongoing support and incident resolution. The role collaborates with vendors, application owners, and technology teams to meet defined service levels.

The ideal candidate will have experience supporting production-grade enterprise apps, strong ITSM knowledge, and excellent communication skills, enabling effective cross-functional

Qualifications

• Experience supporting enterprise or business-critical applications in a production environment.
• Strong understanding of IT service management concepts - incident, problem, and change management.
• Ability to troubleshoot functional and technical application issues and coordinate resolution with internal teams or vendors.
• Experience working with SaaS or enterprise platforms (ERP, HR, Finance, Procurement, or similar).
• Strong communication and customer service skills; ability to work effectively with vendors and cross-functional teams.
• Strong attention to detail and documentation discipline.
• Bachelor's degree in Information Systems, Technology, Business, or a related field preferred; equivalent practical experience considered.
• 3-6 years of experience in application support, AMS, or IT services roles.
• Experience in matrixed or enterprise organizations.

Responsibilities

• Provide day-to-day functional and technical support for assigned enterprise applications; monitor application health and address incidents, service requests, and defects in accordance with defined SLAs for availability, performance, and responsiveness.
• Manage incidents through resolution using established ITSM processes; participate in problem management and root-cause analysis efforts; validate fixes and enhancements post-deployment.
• Support change and release activities, ensuring operational readiness and smooth deployments across assigned applications.
• Serve as a primary point of contact for application-related support requests; communicate status, timelines, and resolutions clearly to stakeholders; provide guidance to business users on system functionality and usage.
• Work with external AMS providers, system integrators, and software vendors; elevate complex issues appropriately and track vendor performance against SLAs and contractual commitments.
• Maintain support documentation, runbooks, and knowledge articles; identify opportunities to improve system stability, usability, and support efficiency; partner with Application and Engineering teams to reduce support debt.

Skills

IT service management

Communication skills

Documentation discipline

Troubleshooting

SaaS/enterprise platforms

Education

Bachelor's degree or equivalent

Tools

ServiceNow or ITSM

Application monitoring tools

Job description

Franchise World Headquarters, LLC, the Subway franchising arm, is seeking an AMS Support professional to maintain enterprise application stability and provide ongoing support and incident resolution. The role collaborates with vendors, application owners, and technology teams to meet defined service levels.

The ideal candidate will have experience supporting production-grade enterprise apps, strong ITSM knowledge, and excellent communication skills, enabling effective cross-functional