Application Support Analyst

Analyst, Applications Support III

Location: Denver, CO / REMOTE

Duration: 7 Months - possibility for extensions

The AI & Automation Catalyst is a high-impact, hands‑on role dedicated to transforming the Application Support team from a manual triage shop into an automated, AI‑first organization. This is a senior implementation role focused on identifying manual friction, building AI agents, and implementing self‑healing workflows. Beyond technical delivery, the Catalyst is a change agent responsible for mentoring the team, demystifying AI, and shifting the collective mindset from “manual‑first” to “automation‑permanent.”

• Eliminate manual toil through the rapid creation of AI agents and automated scripts.
• Identify & implement “digital coworkers” to handle log parsing, data validation, and initial triage.
• Shift the team mindset toward AI adoption and proactive automation.
• Upskill the organization by proving the value of automation through tangible, daily wins.
• Reduce operational drag by replacing repetitive human intervention with autonomous logic.

• Serve as the primary builder of localized AI agents and automation scripts to handle common support tasks.
• Identify high‑frequency “manual drags” within the team and build automated solutions to eliminate them.
• Develop and deploy “self‑healing” patterns that trigger fixes based on known failure signatures.

• Act as the AI Mentor for the Application Support team, conducting hands‑on sessions to show analysts how to leverage AI in their daily work.
• Partner with senior analysts to re‑engineer manual troubleshooting runbooks into automated workflows.
• Change the team’s perception of AI from a “black box” to a highly capable personal assistant.

• Build agents that can independently query databases and parse logs from Service Now or Dynatrace to provide a verified RCA for the team.
• Hook existing monitoring tools into AI‑driven workflows to provide analysts with “instant context” for every incoming incident.
• Ensure that automation doesn’t just “alert” but actively gathers the data required for a human to make a final decision.

• Identify recurring failure patterns and systemic gaps that can be solved via code rather than more headcount.
• Quantify the impact of automation by tracking “Manual Hours Gained” and improvements in MTTR.
• Define a repeatable automation playbook that can be shared across the broader I&O organization.

• 10 years of deep operational experience.
• Hands‑on AI proficiency:
  Demonstrated ability to implement Generative AI, Vector Search, and AI Agents (Oracle or Google Cloud context preferred).
• Technical “Swiss Army Knife”:
  Must be highly functional in SQL, Python, and Scripting; able to “dig into” issues and build the solution immediately.
• Change management skills:
  Proven ability to operate as a “self‑starter” and influence team culture without formal authority; excellent ability to translate complex AI concepts into practical, everyday support tools.

• Individual Contributor (focused on building, not managing people)
• Technical Change Agent / Mentor
• High Autonomy, High Implementation Velocity
• Pattern‑Builder and Problem‑Eliminator

• Measurable percentage of manual support tasks transitioned to AI‑assisted or automated.
• Observable shift in the team’s independent usage of automation tools.
• Faster resolution of cross‑system incidents due to automated data gathering.
• Creation of a “Library of Agents” that perform repetitive triage tasks.