Senior Analyst, Application Support

Universal Studios; Orlando (FL); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Universal Orlando Resort is seeking a Sr. Application Support Analyst to ensure the reliability, performance, security, and continuous improvement of business-critical applications.

You will mentor junior analysts, lead investigations for complex issues, coordinate with engineering and vendors, and drive root-cause analysis to reduce outages. The role includes overseeing access controls, supporting deployments, and promoting standardized support processes and documentation across the team.

Qualifications

• Bachelor’s degree in MIS, Business or IT is required.
• 3+ years of experience in application support or related technical role.
• Advanced experience troubleshooting software applications and enterprise platforms.
• Familiarity with ticketing systems (ServiceNow, Jira).
• Experience with logs, error analysis, and basic debugging techniques.
• Exposure to incident management and root cause analysis processes.

Responsibilities

• Lead investigation and resolution of complex, high-impact incidents.
• Serve as an advanced escalation point for unresolved issues.
• Own incidents through resolution and coordinate with engineering and vendors.
• Develop and maintain support documentation and runbooks.
• Monitor application health and performance dashboards.
• Coordinate communications during major incidents and post-incident reviews.

Skills

Incident management

Root cause analysis

Escalation handling

Ticketing systems

Problem solving

Education

Bachelor's degree in MIS/Business/IT

Tools

ServiceNow

Jira

Job description

JOB SUMMARY:

The Sr Application Support Analyst is responsible for ensuring the reliability, performance, security, and continuous improvement of business-critical applications. This role serves as a senior technical resource and escalation point, providing guidance and support to Application Support Analysts while independently leading the investigation and resolution of complex or high-impact application issues. The Sr. Analyst coordinates with business stakeholders, engineering, vendors, and other technical teams to resolve issues, minimize business disruption, and maintain application stability.

The role monitors application health, identifies recurring issues and systemic risks, and drives root-cause analysis and long-term solutions to improve application reliability and operational efficiency. The Sr Analyst also supports application changes, enhancements, upgrades, and deployments; oversees access and security controls; and helps establish consistent support processes, documentation, and best practices. Through strong technical expertise, sound judgment, mentorship, and cross‑functional collaboration, the Sr. Application Support Analyst ensures applications effectively support business operations and deliver a reliable end‑user experience

MAJOR RESPONSIBILITIES:

• Independently lead investigation and resolution of complex, high‑impact, or recurring application incidents, such as application errors, outages, and performance issues.
• Serve as an advanced escalation point for issues that cannot be resolved through established support procedures or by Application Support Analysts.
• Own complex incidents through resolution, coordinating with engineering, vendors, and application owners while maintaining accountability for issue progress, business impact, and resolution.
• Perform immediate fixes or workarounds to restore service.
• Manage user access, roles, and permissions.
• Collaborate with stakeholders to evaluate business processes, identify system gaps, and translate requirements into prioritized enhancement or improvement recommendations.
• Lead communication for high‑impact incidents, providing clear updates on business impact, technical status, risks, mitigation actions, and expected resolution. Establish and promote application support standards, operational best practices, and consistent support procedures across the team.
• Coordinate stakeholder communications during major incidents and ensure timely, accurate updates through restoration and post‑incident follow‑up.
• Monitor application health, uptime, and performance dashboards.
• Perform routine checks to ensure integrations and services are functioning.
• Develop, review, and approve support documentation, troubleshooting standards, escalation procedures, and operational runbooks.
• Establish knowledge‑management standards and ensure recurring issues are converted into reusable support guidance, known‑error records, or standardized resolution procedures.
• Document system configurations and troubleshooting steps.
• Ensure processes are standardized and repeatable.
• Perform minor configuration changes within the application.
• Support small enhancement requests or business rule updates.
• Coordinate with admins or developers for larger changes.
• Conduct deeper investigations into recurring or critical issues.
• Document root causes and long‑term fixes.
• Identify trends in incidents to prevent future problems.
• Collaborate with engineering to implement permanent solutions.
• Lead or facilitate post‑incident reviews for significant incidents and track corrective actions through completion.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

• Bachelor’s degree from a four‑year college or university in MIS, Business or IT is required.

EXPERIENCE:

• 3+ years of experience in application support, IT support, or a related technical role;
• or equivalent combination of education and experience.
• Advanced experience troubleshooting software applications, system integrations, or enterprise platforms.
• Familiarity with ticketing systems (such as ServiceNow, Jira, or similar).
• Experience working with logs, error analysis, and basic debugging techniques.
• Exposure to incident management and root cause analysis processes.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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