Hybrid Application Support Analyst

Job Description

A state agency is seeking an Application Support Analyst to provide hands‑on technical and functional support for Salesforce‑based provider and parent portals, while also supporting the rollout of a new Single Entry Portal. This hybrid role requires close collaboration with business stakeholders, developers, and agile teams to troubleshoot issues, validate system enhancements, and ensure a seamless user experience. This will be a help‑desk style role responding to tickets as needed.

The analyst will be responsible for day‑to‑day end user support, issue triage, and documentation, as well as assisting technical analysts with requirement clarification, testing, and light configuration updates. This individual will play a key role in supporting ongoing portal enhancements and release cycles by participating in UAT, gathering user feedback, performing root cause analysis, and coordinating with technical teams to resolve defects.

Additionally, the role involves supporting user onboarding, maintaining knowledge base documentation, and ensuring timely communication with stakeholders to drive successful adoption and continuous improvement of the platform.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• Experience providing end‑user support for Salesforce applications or similar CRM/platform‑based systems
• Strong troubleshooting and root cause analysis skills with the ability to document and track issues (Azure Dev Ops, JIRA, or similar tools)
• Experience supporting UAT cycles, including test execution, defect tracking, and validation of enhancements
• Ability to collaborate with cross‑functional teams (business stakeholders, developers, analysts) in an Agile environment
• Experience creating and maintaining user documentation, knowledge base articles, and support materials
• Strong communication skills with a proven ability to manage user expectations, provide timely support, and gather actionable feedback
• Previous public sector experience