Senior Application Support Lead (Hybrid)

accel bi corporation; Raleigh (NC); Hybrid; USD 30,000 - 35,000; Full time

Job summary

accel bi corporation seeks a Senior Application Support Analyst for a hybrid role in Raleigh, NC. The position emphasizes in-depth diagnostics, incident management, and collaboration across development, QA, and leadership to sustain system stability.

Responsibilities include resolving complex production issues, documenting defects, and communicating risks and solutions to stakeholders. The candidate will mentor junior analysts and contribute to process improvements.

Qualifications

• Seven or more years of researching, analyzing, and interpreting automated system problems.
• Seven or more years of phone-based customer service experience, with the ability to respond quickly and professionally.
• Six or more years of experience in an application-support help desk environment—not hardware support.
• Five or more years of working knowledge of social services or Child Welfare programs.
• Strong troubleshooting, analytical, documentation, communication, and stakeholder-management skills.
• Ability to work independently and coordinate complex issue resolution across multiple teams.

Responsibilities

• Investigate and resolve complex application and production-support issues escalated beyond the front-line help desk.
• Perform advanced diagnostics and root-cause analysis for systematic and multi-layer issues.
• Lead the resolution of high-severity and cross-functional production incidents.
• Reproduce, isolate, and document complex defects, application anomalies, and performance issues.
• Escalate critical application or infrastructure issues to development and leadership teams.
• Collaborate with business owners, developers, QA teams, architects, program leadership, and external stakeholders.
• Analyze recurring issues and recommend improvements to application stability, workflows, and support processes.
• Communicate impact assessments, risks, and proposed solutions to leadership and stakeholders.
• Support system change requests and related implementation activities.
• Mentor junior analysts and promote knowledge sharing across teams.

Skills

Troubleshooting

Analytical skills

Documentation

Communication

Stakeholder management

Independent work

Mentoring

Job description

accel bi corporation seeks a Senior Application Support Analyst for a hybrid role in Raleigh, NC. The position emphasizes in-depth diagnostics, incident management, and collaboration across development, QA, and leadership to sustain system stability.

Responsibilities include resolving complex production issues, documenting defects, and communicating risks and solutions to stakeholders. The candidate will mentor junior analysts and contribute to process improvements.