SaaS Application Support & Improvement Lead

NRI North America; Lyons (Berks County); On-site; USD 70,000 - 110,000; Full time

Job summary

NRI North America, through NRI Resource Management Services, seeks a Continuous Improvement Coordinator to support IT service delivery for client applications. The role focuses on incident management, 2nd-line application support, and collaboration with vendors and IT teams to ensure reliable, high-performing systems.

The position emphasizes operational excellence, change coordination, and KPI tracking to reduce incidents and improve user satisfaction across SaaS and enterprise applications.

Qualifications

• 3–5 years of experience supporting SaaS enterprise business applications.
• Experience with incident, problem, and change management processes.
• Experience with vendor portals and third-party software support.
• Strong analytical and problem-solving skills with attention to detail.

Responsibilities

• Provide Level 1 and 2 application support for SaaS and enterprise apps (e.g., TMS, YMS, Fleet, WMS, ERP).
• Diagnose, troubleshoot and resolve incidents within defined SLAs; perform root-cause analysis.
• Coordinate with vendors and internal IT teams to drive timely resolutions.
• Lead runbooks, knowledge articles, and user documentation; support change reviews.

Skills

Incident management

SaaS applications

App support

Vendor coordination

Change management

KPI tracking

MTTR analysis

Communication

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Supply Chain Management

Tools

Microsoft Excel

PowerPoint

Support portals

Job description

NRI North America, through NRI Resource Management Services, seeks a Continuous Improvement Coordinator to support IT service delivery for client applications. The role focuses on incident management, 2nd-line application support, and collaboration with vendors and IT teams to ensure reliable, high-performing systems.

The position emphasizes operational excellence, change coordination, and KPI tracking to reduce incidents and improve user satisfaction across SaaS and enterprise applications.