Application Support Analyst

Overview

The Application Support Analyst reports to the Application Support Manager and is responsible for providing technical support for software applications, ensuring their smooth operation, and resolving any issues that arise. The role involves working closely with end-users, engineers, developers, and other IT staff to troubleshoot problems, manage incidents, and ensure that applications are running efficiently. This position is located at our office in Cincinnati, Ohio.

• Application Support
  • Provide first- and second-line support for software applications, addressing user inquiries and resolving issues.
  • Monitor application performance and troubleshoot issues to ensure optimal functionality.
  • Manage and document incidents and service requests using the organization's IT service management system.
  • Monitor automated workflows and AI-enabled support tools in production, identifying errors, performance issues, or workflow drift and resolving or escalating as needed.
• Issue Resolution
  • Diagnose and resolve application issues, escalating to development teams or third-party vendors as necessary.
  • Perform root cause analysis to identify recurring problems and recommend long-term solutions.
  • Handle complex technical issues beyond first-line support, requiring deeper technical expertise.
• User Training and Documentation
  • Create and maintain user documentation, including guides, FAQs, and workflow documentation.
  • Document automated workflows and integrations to support team handoff, maintainability, and knowledge retention.
  • Mentor and train first-line IT support staff and assist end users to improve application usage and understanding.
• Application Administration
  • Apply software updates, patches, and fixes as required.
  • Participate in application testing and deployment processes to ensure updates are implemented smoothly.
  • Design, build, and maintain automated workflows using low-code platforms (e.g., n8n) to streamline support operations.
  • Integrate AI-powered tools with ticketing, knowledge base, and communication systems.
• Collaboration
  • Work closely with development teams to understand new application features and updates.
  • Collaborate with IT team members to ensure seamless integration between applications, automation tools, and other systems.
• Reporting and Analysis
  • Generate reports on application performance, support requests, and resolutions.
  • Provide insights and recommendations to improve application efficiency, automation performance, and user satisfaction.

• Bachelor's degree in computer science, Information Technology, or a related field preferred.
• Minimum of 2-3 years of experience in application support or a similar role.
• Experience with IT service management tools and ticketing systems.
• Proficiency in building database queries in SQL, or similar language, to retrieve or update data.
• Familiarity with software development processes and methodologies.
• Experience with various operating systems and software applications.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• High attention to detail and a proactive approach to identifying and resolving issues.
• Strong troubleshooting and diagnostic abilities.
• Experience with application configuration and customization.
• Knowledge of system integration and interoperability.
• Mentor and provide guidance to other support staff to enhance their technical skills and knowledge.
• Familiarity with ITIL practices, particularly change and release management.
• Hands-on experience with n8n or similar low-code workflow automation platforms.
• Familiarity with AI agent design, LLM integrations, or defining system prompts.
• Familiarity with REST APIs, webhooks, and JSON data structures.
• Understanding of human-in-the-loop design principles for automated workflows.

• In-office with flexibility to work from home with manager approval.

We offer the following benefits:

• Unlimited Time Off & Flexible Hours – Battery low and in need of a recharge? Do it! Need a mental health day? Go for it! Family emergency? We've got your back.
• Kick‑Ass Culture – Think…