Senior Application Support & Reliability Lead

Universal Studios; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Universal Studios in Orlando is seeking a Senior Application Support Analyst to ensure reliability, performance, and security of critical applications. You will mentor junior analysts, lead complex incident investigations, and coordinate with engineering, vendors, and business stakeholders to resolve issues and minimize disruption.

You will develop and maintain application workflows, SQL databases, and HTML-based content, while promoting standardized support processes and runbooks.

Qualifications

• Bachelor’s degree required in MIS, Business or IT.
• 3+ years in application support, IT support, or related role.
• Experience with enterprise systems, integrations, or workflows.
• Familiarity with ticketing systems (ServiceNow, Jira, or similar).
• Experience with HTML programming and SQL troubleshooting.

Responsibilities

• Lead investigation and resolution of complex incidents; coordinate with teams and vendors.
• Act as advanced escalation point for unresolved issues.
• Own incidents through resolution; communicate impact and status.
• Develop and maintain application workflows and web content as needed.
• Create, review and maintain support runbooks and procedures.
• Perform root-cause analysis and post-incident reviews.

Skills

Technical leadership

Incident management

Stakeholder communication

SQL & HTML

Analytical skills

Documentation

Education

Bachelor's degree in MIS, Business or IT

Tools

ServiceNow

Snipe-IT

Lansweeper

Bomgar

Intune

PowerBI

Click-Up

Power Automate

SQL

HTML

Job description

Universal Studios in Orlando is seeking a Senior Application Support Analyst to ensure reliability, performance, and security of critical applications. You will mentor junior analysts, lead complex incident investigations, and coordinate with engineering, vendors, and business stakeholders to resolve issues and minimize disruption.

You will develop and maintain application workflows, SQL databases, and HTML-based content, while promoting standardized support processes and runbooks.