Provide escalated (Tier 2/3) operational support for a portfolio of enterprise applications, ensuring timely resolution of incidents, problems, and service requests
Monitor application health, performance, and integrations, proactively identifying trends, risks, and opportunities for improvement
Partner with internal technology teams, vendors, and business stakeholders to troubleshoot complex issues, coordinate fixes, and support system changes, upgrades, and releases
Support application lifecycle management activities, including configuration changes, testing, documentation, and knowledge transfer
Participate in incident, problem, and change management processes, including root cause analysis and post-incident reviews
Maintain accurate application documentation, runbooks, and support procedures to ensure operational continuity
Act as a trusted technology partner to internal teams by translating technical concepts into clear, actionable guidance

Experience providing application or systems support within an enterprise technology environment
Working knowledge of incident, problem, and change management processes (e.g., ITIL-aligned practices)
Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex application issues
Effective communication skills with the ability to collaborate across technical and non-technical teams
Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field, or equivalent practical experience
Experience supporting applications or systems in a production environment
Demonstrated ability to manage multiple priorities while maintaining attention to detail and service quality
Experience supporting SaaS, cloud-based, or enterprise business applications
Familiarity with monitoring tools, ticketing systems, and service management platforms
Experience working in a fast-paced, high-growth organization with evolving systems and processes
Exposure to insurance, financial services, or regulated industries

Analyst – Application Management

Key skills