Application Support & Continuous Improvement Specialist

Core BTS, Inc.; Lyons (IL); On-site; USD 60,000 - 85,000; Full time

Job summary

NRI Resource Management Services (RMS) is seeking an Applications Support Specialist/Continuous Improvement Coordinator for a client in Lyons, PA. You will lead incident management, provide Tier 1–2 support for SaaS and ERP apps, and work with vendors to coordinate patches and upgrades.

You will drive operational excellence by analyzing incidents, performing root cause, maintaining runbooks, and supporting change reviews. Strong communication and problem-solving are essential.

Qualifications

• Related experience in a distribution or manufacturing environment.
• Experience with third-party software vendors and support portals.
• 3–5 years of experience supporting SaaS enterprise business applications.
• Experience with incident, problem, and change management processes.

Responsibilities

• Provide Level 1 and Level 2 application support for SaaS and enterprise applications, including but not limited to TMS, YMS, Fleet Maintenance, WMS, ERP.
• Diagnose, troubleshoot and resolve application incidents and service requests within defined SLAs.
• Perform root cause analysis and participate in problem management efforts
• Escalate complex issues to vendors or internal teams and coordinate resolution through closure.
• Fulfill application access, configuration, and role-based security requests.
• Support onboarding, offboarding and role changes related to SaaS applications.
• Assist users with functional questions, workflows, and best-practice usage of supported systems.
• Work with SaaS vendors to manage support cases, patches, upgrades, and release impacts.
• Lead release impact assessments, regression testing and post-release validation.
• Track vendor response times and contribute to SLA and performance monitoring.
• Identify opportunities to reduce incident volume and improve application stability.
• Contribute to the development and maintenance of support runbooks, knowledge articles and user documentation.
• Support change management processes, including change reviews and scheduling.
• Assist with KPI tracking such as incident trends, mean time to resolve (MTTR) and repeat issue analysis.
• Partner with business stakeholders to understand application usage, pain points and improvement opportunities.
• Communicate clearly with users and leadership regarding issue status, risks, and resolution timelines.
• Collaborate with other IT teams and vendors as needed.

Skills

Incident Management

Problem Solving

Communication

Time Management

Cross-Functional Collaboration

Project Management

Vendor Coordination

Education

Bachelor’s degree in supply chain management, Information Technology, or related field

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

NRI Resource Management Services (RMS) is seeking an Applications Support Specialist/Continuous Improvement Coordinator for a client in Lyons, PA. You will lead incident management, provide Tier 1–2 support for SaaS and ERP apps, and work with vendors to coordinate patches and upgrades.

You will drive operational excellence by analyzing incidents, performing root cause, maintaining runbooks, and supporting change reviews. Strong communication and problem-solving are essential.