Application Support & Continuous Improvement Specialist

NRI North America; Lyons (Berks County); On-site; USD 60,000 - 90,000; Full time

Job summary

NRI North America is seeking an Application Support Specialist/Continuous Improvement Coordinator in Lyons, PA to align IT incident management with business goals. You will serve as a primary contact for incidents, service requests, and user support across SaaS and enterprise applications, while partnering with vendors and internal teams to ensure reliability and user satisfaction.

Responsibilities include Level 1-2 support, root-cause analysis, change coordination, release impact assessments,

Qualifications

• 3–5 years of experience supporting SaaS enterprise applications.
• Experience in incident, problem, and change management.
• Bachelor’s degree in supply chain, IT, or related field preferred.

Responsibilities

• Provide Level 1 and Level 2 application support for SaaS and enterprise apps.
• Diagnose, troubleshoot and resolve incidents within SLAs.
• Lead root cause analysis and problem management efforts.
• Coordinate with vendors and internal IT teams for resolution.
• Support onboarding, offboarding and role changes related to SaaS applications.

Skills

SaaS support

Incident management

Problem management

Change management

Vendor coordination

Communication skills

Multi-tasking

Project management basics

Education

Bachelor's degree

Tools

Support portals

SaaS platforms

Job description

NRI North America is seeking an Application Support Specialist/Continuous Improvement Coordinator in Lyons, PA to align IT incident management with business goals. You will serve as a primary contact for incidents, service requests, and user support across SaaS and enterprise applications, while partnering with vendors and internal teams to ensure reliability and user satisfaction.

Responsibilities include Level 1-2 support, root-cause analysis, change coordination, release impact assessments,