Dealer Application Support Analyst

CTC; East Moline (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

CTC is seeking a Dealer Support Specialist to provide application support for dealer-facing systems and software. The role emphasizes diagnosing and resolving issues while ensuring excellent customer service and clear communication with dealers and internal teams.

The ideal candidate has hands-on experience with software applications, understands business processes, and can translate requirements into technical solutions.

Qualifications

• Bachelor's degree in IT, CS, IS, or equivalent experience.
• 1+ year of experience in Application Support, Service Desk, or Customer Support environments.
• Experience supporting software applications or business systems, including issue analysis and resolution.
• Strong troubleshooting and problem-solving skills.
• Ability to follow established support procedures and escalate issues appropriately.
• Excellent verbal and written communication skills.
• Demonstrated ability to learn new technologies and business processes.

Responsibilities

• Provide application support for dealer-facing business systems and software applications.
• Analyze, diagnose, troubleshoot, and resolve application issues within established support processes.
• Monitor and support business applications to ensure optimal system performance and availability.
• Work with internal teams to escalate and resolve complex technical issues.
• Participate in system testing, implementation, integration, and deployment activities.
• Maintain documentation of issues, resolutions, and support processes.
• Support continuous improvement initiatives for business processes and technology solutions.
• Communicate technical and functional information clearly to dealers, end users, and stakeholders.
• Assist in analyzing business requirements and translating them into technical solutions.
• Follow project plans, support schedules, and service-level expectations.

Skills

Application support

Customer service

Troubleshooting

Communication

Learning agility

Education

Bachelor's degree in Information Technology / Computer Science / Information Systems or equivalent

Tools

SQL

Dynamics 365

Power Platform

Job description

We are seeking a Dealer Support Specialist with strong Application Support experience to support dealer-facing business applications and systems. This role will work closely with dealers, business users, and internal teams to analyze, troubleshoot, and resolve application-related issues while ensuring a high level of customer service.

The ideal candidate will have experience supporting software applications, understanding business processes, and communicating technical information effectively. Candidates whose experience is limited to desktop support, networking, or infrastructure support alone will not be considered.

Key Responsibilities

• Provide application support for dealer-facing business systems and software applications.
• Analyze, diagnose, troubleshoot, and resolve application issues within established support processes.
• Monitor and support business applications to ensure optimal system performance and availability.
• Work with internal teams to **escalate** and resolve complex technical issues.
• Participate in system testing, implementation, integration, and deployment activities.
• Maintain documentation of issues, resolutions, and support processes.
• Support continuous improvement initiatives for business processes and technology solutions.
• Communicate technical and functional information clearly to dealers, end users, and stakeholders.
• Assist in analyzing business requirements and translating them into technical solutions.
• Follow project plans, support schedules, and service-level expectations.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or equivalent experience.
• Minimum 1+ year of experience in Application Support, Service Desk, or Customer Support environments.
• Experience supporting software applications or business systems, including issue analysis and resolution.
• Strong troubleshooting and problem-solving skills.
• Ability to follow established support procedures and **escalate** issues appropriately.
• Excellent verbal and written communication skills.
• Demonstrated ability to learn new technologies and business processes.

Technical Skills Required

• Understanding of application support methodologies and environments.
• Knowledge of database concepts, database administration, and performance tuning.
• Understanding of application development and data management environments.
• Knowledge of operating systems and infrastructure components with basic troubleshooting abilities.
• Ability to analyze business requirements and identify technical solutions.
• Understanding of information security principles and computer security policies.
• Working knowledge of SQL for data analysis and troubleshooting.
• Basic understanding of APIs and system integrations.

Business Skills Required

• Foundational understanding of GAAP (Generally Accepted Accounting Principles).
• Understanding of:
• Account Reconciliations
• Strong customer service and dealer support orientation.

Preferred Qualifications

• Experience supporting dealership operations or dealer management systems.
• Familiarity with IT Service Management (ITSM) frameworks such as:
• ITIL
• Lean Service Management (LSM)
• Experience with Microsoft technologies:
• Microsoft Office Suite
• Power Platform
• Dynamics 365
• Knowledge of security concepts including: