Application Support Analyst

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.

Requirements

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.

Required Skills, Abilities, Education, and Experience

• 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.

Work Schedule

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

Benefits

We're not just about the money (although, let's be honest, that's pretty sweet). You'll also enjoy:

• 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 casual dress, ping pong tournaments, celebrating personal milestones, and on-site gyms. We're all about working hard, playing hard, and celebrating wins together.
• Leadership that Rocks: Our team is passionate about growth, both yours and ours. We offer training, coaching, and an open-door policy, so your ideas are always heard.
• Benefits Galore: Health insurance, 401k match, paid maternity leave... we've got you covered.

Employer’s Rights   

• This job description does not list all the duties of the job. You may be asked by your supervisor or manager to perform other duties. All duties are subject to change and may be modified to reasonably accommodate individuals with disabilities. You will be evaluated in part based upon your performance of the tasks listed in this job description.  

EEOC Statement 

• Triage Staffing is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state or local laws.