Solutions Support Analyst - FP&A

Insight Global; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

Insight Global is seeking a Solutions Support Analyst to support a large construction client. This remote US-based role supports COINS ERP, Workday HCM, Payroll, and related business applications, acting as the primary intake for requests and triaging incidents to ensure SLAs are met.

The ideal candidate has experience with enterprise applications, strong communication, problem-solving, and a customer-focused approach.

Qualifications

• 2+ years of experience supporting ERP, Payroll, HRIS, Workday, or other enterprise applications.
• Bachelor's or associate degree in info systems, business, HR, accounting or finance or equivalent experience.
• Experience with ticketing systems (Freshservice, ServiceNow, Jira, Zendesk) and incident management.

Responsibilities

• Coordinate and manage day-to-day support for COINS ERP, Workday HCM, Payroll, and related apps.
• Serve as primary intake point for support requests and triage incidents and service requests.
• Collaborate with Payroll, HRIS, Finance and IT teams, vendors, and analysts to resolve issues and communicate status.

Skills

Communication skills

Problem solving

Customer service

Organizational skills

Relationship building

ITIL familiarity

Education

Associate's or Bachelor's degree in Information Systems/Business/HR/Accounting/Finance

Tools

Freshservice

ServiceNow

Jira

Zendesk

Job description

Insight Global is hiring for a Solutions Support Analyst to join a large construction client. This role sits fully Remote in the United States and supports the Corporate Technology & Innovation department, focusing on key enterprise business solutions.

The Support Analyst is responsible for coordinating and managing the day-to-day support operations for the organization's COINS ERP system, Workday HCM, Payroll solution, and related business applications. This role serves as the primary intake point for support requests and is responsible for monitoring the team's support queue, triaging incidents and service requests, assigning work to the appropriate resources, and ensuring issues are resolved within established service levels.

The Support Analyst works closely with business users, Corporate Payroll, HRIS, Finance & Accounting, Technology & Innovation teams, vendors, and Business Analysts to ensure application issues are addressed efficiently and communicated effectively. This position plays a critical role in maintaining operational stability, improving support processes, and providing a high level of customer service across the organization.

The ideal candidate is highly organized, customer-focused, and process-oriented, with experience supporting enterprise applications such as Workday, Payroll, ERP, or HR systems. They possess strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional support services.

Preferred Skills:

• Associate's or Bachelor's degree in Information Systems, Business Administration, Human Resources, Accounting, Finance, or a related field, or equivalent experience.
• Minimum 2+ years of experience supporting ERP, Payroll, HRIS, Workday, or other enterprise business applications.
• Experience working with ticketing systems such as Freshservice, ServiceNow, Jira, Zendesk, or similar platforms.
• Strong understanding of incident management, support processes, ticket triage, escalation procedures, and service management best practices.
• Excellent customer service, communication, and relationship-building skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience supporting Payroll, HR, Finance, or ERP-related business processes preferred.
• Ability to troubleshoot application issues and effectively coordinate resolution activities.
• Experience creating process documentation, support procedures, and knowledge base articles.
• Analytical mindset with strong problem-solving and issue-management capabilities.
• Familiarity with ITIL principles and service management practices is preferred.
• Experience with Workday, payroll systems, ERP platforms, or enterprise applications is highly desirable.

Day to Day:

• Serve as the primary coordinator for theERP, Workday, and Payrollapplication support queue. HCM system
• Monitor incoming incidents, service requests, enhancement requests, and user inquiries.
• Triage support tickets based on business impact, urgency, priority, and complexity.
• Assign tickets to the appropriate Business Analyst, technical resource, vendor, or support team.
• Track open issues through resolution and ensure timely follow-up with stakeholders.
• Escalate critical business issues and coordinate resolution activities.
• Monitor ticket aging, backlog, and service level compliance.

Application Support Operations

• Provide first and second-level support for ERP, Workday, Payroll, and related business applications.
• Troubleshoot user-reported issues and gather information required for issue resolution.
• Assist users with system functionality, reporting, security access, and business process questions.
• Coordinate issue resolution efforts between business users, IT teams, and software vendors.
• Verify and validate issue resolutions prior to ticket closure.

Process & Service Management

• Ensure support tickets are properly documented, categorized, prioritized, and maintained.
• Maintain knowledge articles, support procedures, and user documentation.
• Identify recurring issues and recommend process improvements or system enhancements.
• Assist with support metrics, service reporting, and operational performance tracking.
• Support continuous improvement initiatives focused on improving service quality and user satisfaction.
• Partner with Payroll, HRIS, Finance, and Operations teams to understand business issues and support needs.
• Serve as a liaison between end users and application support teams.
• Communicate ticket status, issue impacts, and resolution timelines to stakeholders.
• Participate in testing activities related to system fixes, enhancements, upgrades, and vendor releases.
• Support organizational change activities by helping users understand application changes and new functionality.