Applications Support Analyst

About the Role

As a Technical Associate of Processing, you'll support operations teams in using the 1040

SCAN Review Wizard for processing, help resolve production issues, and ensure smooth daily workflows. The Technical Associate of Processing provides essential technical support for 1040 SCAN Verify Review Wizard and related verification workflows by monitoring application performance, investigating and resolving production issues, supporting users, and escalating technical problems as needed. The role helps maintain operational continuity, reduce production delays, and ensure timely issue resolution during daily processing activities.

• Proactively monitor 1040
  
  SCAN Review Wizard and related production/non-production environments to identify performance issues, user-reported problems, and processing risks.
• Analyze customer and application issues, assess scope of impact, conduct basic root-cause analysis, and correlate related system or workflow problems.
• Mitigate customer and production impact by applying documented solutions, executing approved workarounds, and implementing binder-level or workflow corrections when applicable.
• Document, track, and provide status updates for issues, customer problems, projects, and technical cases through approved tools.
• Engage cross-functional teams as appropriate and escalate unresolved, recurring, or higher-impact issues to responsible teams.
• Advise and train users on application functionality, proper operation, known constraints, and corrective actions for user errors.
• Support projects of varying scope and complexity that require technical expertise; participate in planning sessions, follow defined standards, and help prepare project/customer updates.
• Regularly communicate progress, share knowledge with the team, and support continuous improvement of processing and verification workflows.

You're a fit for the role of Technical Associate of Processing if you have the following required qualifications:

• Strong analytical, troubleshooting, and communication skills with the ability to work within defined standards and documented procedures.
• Ability to manage multiple, sometimes competing priorities in a time-sensitive production environment.
• Working knowledge of 1040
  
  SCAN Review Wizard and verification workflows.
• Experience with issue-tracking or support tools such as JIRA, Azure Dev Ops, Zendesk, GSI, or similar platforms.
• Clear written and verbal communication skills for documenting issues, explaining findings, and coordinating with cross-functional teams.
• Ability to collaborate with teams across different time zones, including service centers, engineering, and support teams.
• Willingness and ability to work additional hours, including weekends, as business needs require.

Additional preferred qualifications include:

• Knowledge of tax forms, tax data population, and related verification processes.
• Experience working with databases to research, validate, or troubleshoot processing-related data.
• Working knowledge of SQL, including the ability to run queries to support investigation and issue resolution.

• Flexibility & Work-Life Balance:
  Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our commitment of empowering employees to achieve a better work-life balance.
• Career Development and Growth:
  By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits:
  We offer comprehensive benefit plans to include paid leave, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture:
  Globally recognized, award-winning reputation for…