Senior Applications Support Analyst

Allegheny County Airport Authority; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health Coverage

Dental coverage with orthodontia

FSA for health and dependent-care

Pension Plan

Deferred Compensation

EAP

Life Insurance

Wellness Program

Public Service Loan Forgiveness

Job summary

Allegheny County Airport Authority seeks a Senior Applications Support Analyst to bridge business needs with technology across Workday HCM and Finance, ERP and cloud-based solutions. The role focuses on implementation, optimization, and day‑to‑day administration of core business applications while managing IT service delivery through ServiceNow.

You will provide tier‑3 support, manage integrations (EIBs, Core Connectors), train end‑users, and collaborate with Finance and HR to deliver optimized

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• At least 3 years supporting enterprise ERP/Cloud apps, with Workday preferred.
• Hands-on ITSM, workflows, or ITAM in ServiceNow a must.
• Deep Workday HCM and Finance expertise in an enterprise setting.
• Experience with integrations (EIBs, Core Connectors) between Workday and other apps.
• Strong relationships with software vendors and stakeholders.

Responsibilities

• Participate in requirements analysis by gathering specs and creating user stories.
• Provide tier-3 support for Workday HCM/Finance and related apps.
• Oversee customization, optimization, and continuous improvement of core apps/workflows.
• Perform maintenance, updates, regression tests, and patches for enterprise apps.
• Use ServiceNow ITSM to investigate and resolve complex tier-3 issues.
• Leverage ServiceNow ITAM to manage software licenses and assets lifecycle.
• Manage production maintenance, projects, and integrations across the app life cycle.
• Develop and conduct end-user training to boost proficiency.

Skills

Workday HCM

Workday Finance

ServiceNow ITSM

IT Asset Management

EIBs/Core Connectors

Vendor Management

ASANA

DocuSign

M365 Suite

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field

Tools

ERP

Cloud-based solutions

Job description

Senior Applications Support Analyst – Overview

Under the general supervision of the Director, Applications, the Senior Applications Support Analyst supports diverse business areas (Operations, Finance, Human Capital Management, etc.) and the related IT business applications used to support the core business processes in those areas. The incumbent bridges the gap between business needs and technology solutions, focusing on implementation, optimization, and day‑to‑day administration of Workday HCM and Finance platforms, while managing core IT service delivery through ServiceNow.

Responsibilities

• Participate in requirements analysis by gathering specifications and creating user stories to define project deliverables.
• Demonstrate hands‑on expertise in enterprise applications including ERP, cloud‑based solutions (specifically Workday HCM and Finance), customizations, and integrations to meet organizational needs.
• Provide tier‑3 support for business applications, with a primary focus on Workday HCM, Workday Financials, and other relevant corporate software.
• Oversee the customization, optimization, and continuous improvement of core applications/workflows to align with business requirements.
• Perform routine maintenance tasks, updates, regression testing for production, and patches for enterprise applications to ensure system stability and security.
• Utilize ServiceNow ITSM to investigate, troubleshoot, track, and resolve complex tier‑3 issues related to business applications.
• Leverage ServiceNow IT Asset Management (ITAM) to track, manage, and optimize lifecycle requirements for software licenses and application assets.
• Manage ongoing production maintenance, project support, and enhancements involving all stages of application life cycle development and related internal and outbound integrations.
• Develop and conduct training sessions for end‑users to enhance their proficiency in using business applications.
• Maintain and leverage relationships with software vendors (including Workday and ServiceNow) to ensure effective communication and collaboration.
• Manage end‑to‑end IT service delivery, ensuring SLAs and KPIs are consistently met within the ServiceNow platform.
• Collaborate closely with internal business stakeholders, particularly in Finance and Human Resources, to understand requirements, align IT services with business goals, and deliver optimized solutions.
• Drive continuous improvement initiatives within the IT service delivery function, leveraging automation and identifying areas for optimization.

Core Competencies

• Communication – Proactively conveys clear, convincing, and timely messages in verbal and written form.
• Strategic Thinking – Appreciates the “big picture” and commits to actions that advance organizational goals.
• Team Builder – Recognizes the value of teamwork and contributes effectively to collective achievement.
• Customer Centricity – Prioritizes customer needs, builds strong relationships, and makes decisions with customers in mind.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field from an accredited institution.
• Three years of experience supporting enterprise ERP/Cloud applications, with strong preference for direct experience in Workday HCM and Workday Financials.
• Hands‑on experience managing ITSM tickets, workflows, or IT Asset Management modules within the ServiceNow platform.
• Deep expertise in managing, troubleshooting, and enhancing Workday HCM and Finance domain systems, with exposure to other enterprise applications such as ASANA, DocuSign, and M365 Suite.
• Strong technical and functional understanding of financial processes and HR workflows within an enterprise environment.
• Ability to perform routine maintenance tasks, updates, configurations, and data masking/governance activities for business applications.
• Capability to manage integrations (EIBs, Core Connectors) between Workday, ServiceNow, and external business applications to ensure seamless data flow.
• Skill in building strong relationships with software vendors and stakeholders for effective communication and collaboration.

Benefits

• Two plan options for healthcare coverage, including a Health Reimbursement Account (HRA) that offsets many medical expenses.
• Dental coverage with optional orthodontia for children.
• Access to a Flexible Spending Account (FSA) for health and dependent‑care expenses.
• Eligibility to participate in the Allegheny County Employees Pension Plan and a Deferred Compensation Plan.
• Employee Assistance Program offering counseling, financial guidance, and care coordination.
• Life insurance options and wellness program.
• Eligibility for the Public Service Loan Forgiveness program.

Physical Demands

The role requires sitting for extended periods, using hands to type, handle, or feel, reaching with hands and arms, and speaking or hearing clearly. The employee may need to lift or move up to 10 pounds frequently and occasionally up to 25 pounds. Vision must include close vision, depth perception, and ability to adjust focus. English communication is required.

EEO Statement

ACAA is an equal‑opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, disability, or veteran status.