Application Support Analyst

Job Summary:

Serve as the primary point of contact between internal departments and the software development team for supported applications, including training/learning platforms, client portals, and related systems. Monitors multiple intake channels to triage incoming requests, resolves user-driven issues directly, and routes genuine software defects into the development workflow. Maintains deep functional knowledge of supported applications to support, guide, and educate users. Creates and maintains documentation and coordinates work between stakeholders and the development team, allowing developers to remain focused on design and development.

Major Responsibilities:

• Monitor and triage incoming requests across support systems and determine the correct path for each
• Resolve user-driven issues directly by answering questions and guiding users through solutions
• Maintain deep functional knowledge of supported applications to support users
• Develop and improve systems to automate support workflows and reduce volume
• Write and maintain wiki and how-to documentation
• Coordinate between internal department stakeholders and the software development team
• Participate in syncs and other recurring meetings
• Other duties as assigned