Business Management Application Support Associate

Description

The Business Application Support Associate is part of the IT Applications Support team and helps support the firm’s business applications. This role assists with application access, supports application‑related tickets escalated by the Helpdesk and IT Services teams, and coordinates with the Applications team, vendors, or leadership when additional support is needed.

Success in this position requires strong attention to detail, sound judgment, clear communication, and the ability to manage priorities in a fast‑paced professional services environment. The ideal candidate is service‑oriented, organized, proactive, and skilled in user support, application, troubleshooting, process documentation, and identifying improvements through AI
, automation
, workflow tools, and process optimization.

• Support business applications across tax, audit, business management, document management, workflow, collaboration, client service, and administrative functions.
• Troubleshoot application issues including access, authentication, permissions, configuration, licensing, and other application‑related incidents.
• Support application administration such as user setup, access changes, permissions updates, and license management, coordinating with Helpdesk and IT Services for onboarding, transfers, and offboarding.
• Access reviews
  , license cleanup, and access removal to maintain security, compliance, and cost control.
• Work with vendors and IT teams to elevate and resolve issues that require external or cross‑team involvement.
• Ensure applications are documented and supported
  , tested for compatibility, and included in standard deployment and onboarding processes.
• Provide support during upgrades and changes including system updates, migrations, onboarding/offboarding cycles, and other high‑demand or business‑managed tickets with clear ownership, accurate notes, timely updates, and follow‑through.
• Prioritize work based on urgency, impact, deadlines, and direction from the Helpdesk Supervisor.
• Identify recurring issues and documentation gaps to support process improvement.
• Maintain documentation including knowledge base articles, troubleshooting guides, and user instructions.
• Provide back‑up support during absences, peak periods, or urgent needs.
• Identify automation opportunities across repetitive tasks, recurring tickets, and workflow gaps.
• Use approved AI tools for troubleshooting, documentation, ticket analysis, and workflow improvement.
• Collaborate on automation initiatives with IT leadership to enhance support through scripting, reporting, templates, and workflow tools.
• Follow security policies when using AI or automation, especially with confidential data.
• Stay current on emerging methods to improve accuracy, efficiency, and user experience.
• Perform other related duties as assigned.

• Bachelor’s degree in computer science, Information Systems, or a related field, or an equivalent combination of education and relevant work experience. 1 to 3 years of experience in software application support preferred.
• Communicate professionally with users, IT teams, vendors, and stakeholders.
• Escalate issues appropriately when additional support or vendor involvement is required.
• Provide updates to leadership on ticket status, risks, priorities, and improvement opportunities.
• Maintain confidentiality when handling access, firm data, and client information.
• Support a team‑oriented environment with responsiveness and professionalism.
• Perform related duties as assigned.
• Experience supporting business applications in a professional services, accounting, financial services, legal, or similar environment.
• Experience troubleshooting application access, permissions, authentication, licensing, user configuration, and application error issues.
• Experience working in a Windows environment.
• Proficiency with Microsoft Office.
• Experience working in a ticketing system such as Service Now, Jira, or Zendesk.
• Basic knowledge of Active Directory including user and group management.
• Familiarity with scripting, AI, and/or automation tools.
• Coursework or experience in accounting and/or bookkeeping.
• Familiarity with business…