AMS Support

Pho Prime, LLC; Shelton (CT); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Mobility Allowance

Job summary

Subway AMS Support role focuses on ongoing support, maintenance, and operational stability of enterprise applications after implementation. You ensure reliable operation, quick incident resolution, and timely deployments aligned with SLAs.

Responsibilities include incident handling, vendor coordination, runbook maintenance, and cross-functional collaboration. Strong ITSM knowledge and SaaS experience are preferred.

Qualifications

• Experience supporting enterprise or business-critical applications in production.
• Solid understanding of incident, problem, and change management.
• Ability to troubleshoot functional and technical application issues with internal teams or vendors.
• Experience with SaaS or enterprise platforms (ERP, HR, Finance, Procurement).
• Strong communication and customer service skills; ability to collaborate with vendors and cross-functional teams.

Responsibilities

• Provide day-to-day functional and technical support for assigned enterprise applications; monitor health and address incidents per SLAs.
• Manage incidents through resolution using ITSM processes; participate in problem management and RCA efforts.
• Support change and release activities, ensuring operational readiness and smooth deployments.
• Serve as a primary contact for application-related support; communicate status and resolutions clearly to stakeholders.
• Collaborate with external AMS providers, system integrators, and vendors; track performance against SLAs.
• Maintain support documentation, runbooks, and knowledge articles; identify opportunities to improve stability and usability.

Skills

ITSM concepts

Issue troubleshooting

SaaS platforms

Communication skills

Documentation discipline

Education

Bachelor's degree in Information Systems/Technology/Business

Tools

ServiceNow

Job description

At Subway, we are not standing still. We are building.

This is a business focused on what matters most: growing franchisee profitability, strengthening our brand and creating long-term value. The people who thrive here are the ones who want to make a real impact.

You will not just do the work. You will shape it.

We move fast. We think like owners. We make decisions that matter. We hold ourselves to a high standard because what we do directly impacts thousands of franchisees around the world.

If you bring energy, accountability and a bias for action, you will fit right in.

We take the work seriously, but we also know the best results come from teams that support each other, celebrate wins and show up ready to build something better every day.

This is your chance to be part of what's next.

Position Overview

The AMS Support role is responsible for the ongoing support, maintenance, and operational stability of enterprise applications following implementation. This role ensures business systems operate reliably, incidents are resolved efficiently, and application enhancements and fixes are delivered in alignment with defined service levels. AMS Support partners closely with business users, application owners, vendors, and technology teams to provide consistent, high-quality application support.

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; escalated 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.

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.

Preferred Qualifications

• Experience with ITSM tools such as ServiceNow or equivalent platforms.
• Familiarity with application monitoring and observability tooling.
• Experience in QSR, retail, or consumer-facing enterprise environments.

What do we offer?

• Mobility Allowance