Application Support Analyst

Experis; Chelsea (MA); Hybrid; USD 70,000 - 110,000; Full time

Job summary

A leading technology staffing agency is seeking an Application Support Analyst to join their team in Chelsea, MA. The ideal candidate will be responsible for troubleshooting and resolving application issues, ensuring systems meet business requirements, and providing excellent support to end-users. This hybrid role also involves collaboration with various departments for software upgrades and training users on new applications.

Qualifications

• 5+ years of experience in application development and support.
• Experience with specific applications (e.g., SAP, Salesforce) may be required.
• ITIL certification is a plus.

Responsibilities

• Provide day-to-day support for business applications.
• Troubleshoot technical issues related to software applications.
• Collaborate with development teams to resolve complex issues.

Skills

Troubleshooting

Technical Support

Problem Solving

Analytical Skills

Communication

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Jira

SQL

Oracle

Job description

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APPLICATION SUPPORT ANALYST

CONTRACT POSITION

ONSITE IN CHELSEA, MA

The preferred candidate will have a strong combination of technical expertise who is highly motivated, responsible and a detail-oriented team player. This role involves troubleshooting, diagnosing, and resolving issues related to both enterprise and end-user applications, ensuring that these systems operate efficiently and meet business needs. The specialist works closely with various departments to address user concerns, coordinate software upgrades, implement fixes, and ensure the smooth functioning of software tools.

The primary work location for this role will be in Chelsea, Massachusetts. This position will follow a hybrid model of reporting that combines in-office workdays and work from home days. This position is expected to perform occasional after-hours support as authorized and required.

Duties And Responsibilities

• Provide day-to-day support for business applications, resolving user issues promptly and efficiently.
• Troubleshoot and diagnose technical issues related to software applications, including issues with functionality, performance, and integration.
• Respond to and resolve application-related service requests through helpdesk or ticketing systems.
• Communicate with users to understand their issues and gather necessary details to address problems effectively.
• Investigate and diagnose problems related to application performance, bugs, and system errors.
• Collaborate with development teams (in-house and vendor) to resolve complex issues and bugs.
• Implement fixes or workarounds as needed to restore application functionality.
• Track and document issues, resolutions, and service requests for future reference and reporting.
• Monitor the performance and availability of applications and systems to ensure uptime and stability.
• Perform routine system checks, ensuring all applications are up-to-date and functioning correctly.
• Collaborate with IT infrastructure teams to ensure application servers and related systems are properly maintained.
• Assist with software deployments, upgrades, patches, and updates, including coordinating with other teams for downtime or system changes.
• Provide training and user support to ensure staff can use applications effectively.
• Develop and maintain user guides, FAQs, and other documentation to help users solve common issues.
• Offer support for new application features and updates, ensuring users are educated on how to use them properly.
• Work closely with internal departments (e.g., IT, Development, Business Analysts) to identify and resolve issues impacting business processes.
• Communicate with external vendors or third-party support teams when necessary to resolve technical issues.
• Provide regular updates to end-users regarding the status of reported issues, including estimated resolution times.
• Identify recurring problems or common issues and work on preventive measures to reduce future occurrences.
• Participate in system improvements, upgrades, and process optimizations to enhance application performance and user experience.
• Gather feedback from users and stakeholders to recommend application enhancements or new features.

Preferred Knowledge, Skills and Abilities:

• Proficiency in troubleshooting and supporting enterprise applications (e.g., ERP, CRM, business intelligence tools).
• Familiarity with databases (SQL, Oracle, etc.) and basic database query skills.
• Knowledge of system monitoring tools, application performance management, and issue tracking systems (e.g., ServiceNow, Jira).
• Familiarity with scripting or programming languages (e.g., Java, Python, PowerShell) is a plus.
• Strong analytical and problem-solving skills to diagnose technical issues.
• Ability to prioritize and manage multiple incidents and requests simultaneously.
• Strong written and verbal communication skills to effectively interact with technical and non-technical users.
• Ability to explain technical issues in simple terms for non-technical users.

Education and Experience

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent practical experience).
• 5+ years of experience in application development and support.
• Previous experience in application support, helpdesk, IT support, or a related technical support role.
• Experience with specific applications (e.g., SAP, Salesforce, ServiceNow) may be required depending on the organization's needs.
• Professional experience in the safety and security domain will be preferred
• ITIL (Information Technology Infrastructure Library) certification.
• Microsoft Certified Solutions Associate (MCSA), CompTIA A+, or similar certifications can be a plus.
• Relevant work experience may also be considered in lieu of formal education.
  
  
  

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of:Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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