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.
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.
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 enterprise platforms used across multiple business functions.
Relevant certifications (e.g., ITIL, application-specific, or cloud certifications).

Senior Analyst, Accounting Application Management

Key skills