Application Support Analyst

FleetPride; Dallas (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

FleetPride in the Dallas/Irving area seeks an Application Support Analyst to provide production support for core business applications such as BY WMS, iSeries, Salesforce, and Boomi. You will handle ITSM tickets, document issues, and ensure incidents meet SLA while collaborating with onshore and offshore teams.

The role requires 3–4 years of hands-on support experience, strong troubleshooting, and excellent communication skills. On-site work in Dallas area is expected.

Qualifications

• Bachelor’s degree in a relevant technical field preferred.
• 3–4 years of applications/system/technical support experience.
• Experience with distribution/supply chain a plus.
• Strong troubleshooting, problem-solving, and customer service skills.

Responsibilities

• Provide production support for core applications (BY WMS, iSeries, Salesforce, Boomi).
• Log incidents, service requests, and maintain records.
• Manage ITSM/ServiceNow tickets and ensure SLA adherence.
• Troubleshoot, triage, and escalate when needed; communicate progress to users.
• Coordinate with onshore/offshore teams and stakeholders.

Skills

ServiceNow

ITSM

Production Support

Incident Management

Customer Service

Education

Bachelor's degree in Computer Science or related field

Tools

BY WMS

iSeries

Salesforce

Boomi

Job description

Dallas, Texas, United States · Irving, Texas, United States

Apr 15, 2026

FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business! Partner with the best in the heavy-duty industry and apply today!

The Application Support Analyst will be responsible for production support service to users of applications within the business and enabling needed business processes to be successful. The Analyst will be a key production resource supporting BY WMS system. This position is responsible for providing the highest quality application production support to business partners. The primary duty is to handle ITSM, ServiceNow tickets, incoming queries, tickets, and help with requests from end users. The candidate will be responsible for taking detailed notes of the problem the user is experiencing, determining steps they can take to resolve the issue, and managing the flow of incoming incidents/requests, SLA, and best practices.

Work with the Onshore and Offshore team members to track the work on a daily/weekly basis.

Come with experience in Production Support and share ideas on areas of improvement.

Good knowledge of working with Service Now, reporting via Service Now.

Ensuring the incidents and Service requests are addressed within the defined SLA’s.

Receives and handles incoming issues for applications following agreed procedures.

Provides application production support for core applications that support the business including BY WMS, iSeries, Salesforce, Boomi, etc.

Logs incidents and service requests and maintains relevant records.

Identifies and classifies incident types and service interruptions.

Records incidents cataloging them by symptoms and resolution.

Acts under guidance to record and track reliability data for our services.

Escalates complex or unresolved incidents to Level 3 Application support.

Systematically interprets user problems and identifies solutions and possible side effects.

During change, acts systematically to respond to the day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

Maintains records, informs users about the process, and advises relevant persons of actions taken.

Provides first line investigation, triage and diagnosis and promptly allocates unresolved issues as appropriate.

Responsibilities

Support, monitor, test and troubleshoot user and system related application and software productions problems. Escalates as appropriate.

Performs daily ticket analysis and maintenance. Follows up on requests and annotates tickets as appropriate with progress and status. Ensure the requestor stays informed.

Responsible for communicating, promoting, and adhering to IT standard operating procedures (SOP).

Analyze user needs, problem-solving and reach acceptable solutions.

Identify gaps in systems and processes that would cause incorrect data and performance issues.

Provide Level 1/2 support for the platform and applications, escalates issues according to guidelines, and track to resolution.

Ability to be flexible and quickly adapt to a changing and fast-growing environment.

Always maintains a high level of system support and client satisfaction to end-users.

Champion the adoption of self-service analytic tools and reporting environments

General Attributes

Must be detail oriented, organized, service oriented and responsible.

Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Understanding the implication of new information for both current and future problem-solving and decision-making.

Able to motivate themselves and a team to work together in the most efficient manner.

Able to perform effectively with supervision, either independently or as a team member.

Comprehensive knowledge of supported applications and improving processes.

Able to maintain confidentiality of information and systems.

Must be available and willing to work on weekends and holidays as we determine are necessary or desirable to meet business needs.

Excellent interpersonal, written, and oral communication skills required.

Strong customer service, presentation skills and require a high level of adaptability.

Able to execute other duties as assigned.

Minimum Qualifications

Education

• Bachelor’s degree in relevant technical field preferred.

3 - 4 years of Applications/system/technical support experience related to hands-on practices and processes

Experience with industries such as distribution and supply chain preferred.

Strong troubleshooting/problem solving skills.

Professional communication and customer service skills, both written and oral, are a must.

Strong organizational skills with a keen ability to prioritize and multi-task.

3+ years of experience with supporting users, remote and local, in an environment with more than 100 users.

Ability to focus on issues and collaborate with IT & business partners.

FleetPride is the leader in the industry comprised of retail, service, distribution and wholesale divisions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

FleetPride is the largest independent distributor of truck and trailer parts in the U.S., offering tailored solutions and services through a network of over 300 locations.

Truck Transportation Transportation, Logistics, Supply Chain and Storage

600 East Las Colinas Blvd., Suite 400, Irving, TX 75039, US