Application Support Analyst

Andesa; Pennsylvania; Remote; USD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking an Application Support Analyst to join their innovative team. In this fully remote role, you will oversee the installation, configuration, and maintenance of third-party applications while ensuring seamless integration and compliance with security policies. Your expertise will be pivotal in resolving incidents and enhancing application performance. This position offers a dynamic work environment, where your contributions will directly impact client satisfaction and operational efficiency. If you are passionate about technology and enjoy problem-solving, this opportunity is perfect for you.

Qualifications

• 3-5 years in application support with strong understanding of systems.
• Ability to handle escalated issues and provide customer support.

Responsibilities

• Provide expert-level support for third-party applications.
• Diagnose and resolve application issues with vendors and IT teams.
• Develop training materials and monitor application performance.

Skills

Application Support

Incident Management

Communication Skills

Process Improvement

Troubleshooting

Education

Bachelor's degree in IT or related field

2 college degrees with relevant experience

Tools

Active Directory

Windows Server

Red Hat Linux

Jira

Ping

Progress MoveIT

F5

Job description

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About Andesa Services, Inc.

Andesa Services, Inc is a service and technology company serving the Life Insurance and Annuity industry through custom SaaS solutions and dedicated support for clients, brokers, and policyholders. More information can be found at www.AndesaServices.com.

Position Summary

Responsible for overseeing installation, configuration, support, troubleshooting, and maintenance of third-party applications. Collaborates with internal teams, vendors, and end-users to ensure smooth operation and integration, while maintaining compliance with security policies.

Primary Job Responsibilities

1. Provide expert-level support for third-party applications, resolving incidents and service requests promptly.
2. Diagnose and resolve application issues, working with vendors and IT teams.
3. Perform maintenance tasks including updates, patches, and configuration changes.
4. Act as primary contact with vendors for issue resolution, upgrades, and enhancements.
5. Assist with integration of third-party applications with existing systems.
6. Develop training materials and documentation for support processes and application usage.
7. Monitor application performance and generate reports on usage and issues.
8. Lead incident management and root cause analysis, implementing corrective actions.
9. Identify opportunities for process improvements and automation.

Secondary Responsibilities

• Use Help Desk Jira Software Ticketing to monitor and address support requests.
• Participate in after-hours or weekend work for maintenance and critical issue resolution.
• Engage in an on-call rotation for support outside regular hours.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

Demonstrated ability to support customers and handle escalated issues. Practical experience in application support, with a strong understanding of systems and functionalities. Excellent communication skills.

Education, Training, and Experience

Bachelor's degree in IT or related field, or 2 college degrees with relevant experience. 3-5 years in application support, including experience with Active Directory, Windows Server, and Red Hat Linux. Knowledge of Jira, Ping, Progress MoveIT, and F5 is a plus. Professional certification preferred.

Work Environment

Full-time, 40 hours/week, flexible hours, fully remote from Allentown, PA.

Equal Opportunity

Andesa is committed to diversity and inclusion. We do not discriminate based on protected characteristics.