APPLICATION SUPPORT ASSOCIATE JOB DESCRIPTION

Regulatory filings, SOX audit cycles, and capital markets data pipelines do not tolerate missed deadlines. When application environments supporting these workflows go dark or degrade, the consequences land directly on compliance teams, regulators, and senior stakeholders. The Application Support Associate in banking keeps those environments stable - owning incident response, infrastructure coordination, and the operational documentation that auditors review. This seat demands technical fluency across distributed systems and a working understanding of how financial reporting obligations shape the applications themselves.

As the Application Support Associate, you ensure the continuous, audit-ready operation of mission-critical financial applications spanning regulatory reporting, market data analytics, and environment management within a complex banking infrastructure. You work across engineering, QA, compliance, and vendor teams, with accountability to the Regulatory Reporting Applications Manager or equivalent operational leadership.

Career Impact: Hands-on ownership of SOX-tested and Basel III-adjacent application environments builds a compliance-grounded technical profile that commands premium value in financial services hiring markets.

Business Impact: When production incidents affect capital markets data or regulatory filing deadlines, your triage and resolution work directly protects the bank from regulatory exposure and operational penalties.

Growth Opportunity: The analytical depth required here - spanning ETL pipelines, non-functional testing, and deployment automation - positions you to move into Application Architecture or Senior Infrastructure Engineering roles within banking technology.

• Administer and monitor production application environments supporting regulatory reporting, market data, and operational analytics to maintain uptime against defined SLAs.
• Coordinate incident management events by assessing business impact, escalating response, and driving resolution for production and compliance-affecting issues.
• Execute non-functional test plans including failover, performance, and connectivity testing across new and existing application deployments.
• Maintain and develop operational documentation covering support procedures, troubleshooting guides, and incident management plans for audit readiness.
• Manage environment bookings, infrastructure records, and cost reporting across multiple test and production environments.
• Support SOX compliance activities by providing application walk-throughs, maintaining audit documentation, and acting as security administrator for user provisioning and recertification.
• Collaborate with development, QA, and infrastructure teams to plan and deliver application upgrades, patches, and environment transitions.
• Analyze the downstream effect of business or technical changes on automated systems and recommend configuration modifications.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• 4 or more years of application support experience, with demonstrated ownership of production environments in a regulated financial or enterprise setting.
• Experience supporting or administering applications subject to SOX, regulatory reporting, or capital markets compliance requirements.
• Proficiency in scripting languages such as Python, Bash, PowerShell, or SQL, with the ability to automate maintenance and configuration tasks.
• Working knowledge of distributed system technologies including UNIX or Linux environments, relational databases, TCP/IP networking, and ETL concepts.
• Solid understanding of ITIL-aligned incident, change, and problem management processes.
• Strong analytical and documentation skills, with the ability to produce technical specifications, data flow diagrams, and post-mortem reports.
• Ability to work independently under time pressure, manage competing priorities, and communicate clearly with both technical and non-technical stakeholders.

• Familiarity with regulatory frameworks applicable to US banking institutions, including DFA Section 165 or Basel III capital reporting requirements.
• Experience with build automation, deployment pipelines, or continuous delivery tooling in a banking or financial services environment.
• Prior involvement in Disaster Recovery exercises or Business Continuity planning for financial applications.
• Knowledge of data schema standards, SQL query tuning, or PL/SQL development in support of operational analytics platforms.

• SLA adherence rate, measured as percentage of incidents resolved within agreed response and resolution windows.
• Mean time to resolution for P1 and P2 production incidents affecting regulatory or market data applications.
• Audit finding closure rate, tracking how quickly identified gaps in SOX documentation or access recertification are remediated.
• Environment availability percentage across test and production tiers relative to planned uptime targets.
• Non-functional test execution rate, reflecting the proportion of scheduled failover and performance tests completed on time.
• Typical tools: incident and change management platforms (commonly ServiceNow or equivalent); scripting and automation environments (commonly Python, Bash, Jenkins); database query tools (commonly Oracle SQL Developer or equivalent).

• Base Salary Range: $75,000 to $105,000 annually, depending on experience and location
• Bonus: Annual performance bonus, typically 5% to 12% of base salary
• Equity: Not standard at this level; may vary by employer
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15 to 20 days annually, plus federal holidays
• Common Perks: Professional certification reimbursement, ITIL or cloud training support, hybrid work arrangements common in banking technology roles

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment with organizations using this template is contingent on successful completion of a background check, which may include criminal history and credit review in accordance with applicable law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process upon request. Candidates must be authorized to work in the United States.

The Application Support Associate delivers on-site and remote support for the Empower application across multiple sites, ensuring GxP compliance and application uptime through incident management, system validation, and infrastructure coordination. Working alongside lab staff, IT teams, and Data Center colleagues, this role enables uninterrupted laboratory operations by resolving P1 to P3 issues, developing support documentation, and maintaining compatibility across Eurofins internal IT systems.

Key Responsibilities

• Provide on-site and remote support for the Empower application across multiple sites.
• Meet agreed-upon SLAs with the Business.
• Work with Data Center teams to address infrastructure needs and resolve failures affecting application uptime.
• Escalate P1 to P3 issues to the vendor and follow up until resolution is found.
• Participate in incident, change, and problem management among other ITIL services.
• Develop documentation and a knowledge base for IT support staff covering installation, diagnostics, and common issue fixes.
• Provide application performance reports to Management as required.
• Perform new application installation and support during the Project Implementation phase.
• Research and test software systems before installation to ensure compatibility with existing ones.
• Provide technical consultation and guidance to lab staff and IT team members.
• Address external audit findings to ensure GxP compliance.
• Learn and develop proficiency in all Eurofins internal IT systems.
• Participate in Business Continuity, Disaster Recovery planning, and system validation exercises.

Required Qualifications

• Diploma or Associate's Degree in Computer Science.
• Minimum 4 years of IT Application Support experience, including prior experience supporting applications in a Windows environment.
• Strong understanding of the Empower application and its workflow, with working knowledge of Labguard and NuGenesis.
• System Validation experience and ability to write scripts.
• Analytical and troubleshooting mindset to resolve application issues.
• Strong communication skills (both oral and written), interpersonal, and organizational skills.
• Ability to work in a complex international environment and eager to continuously develop personal and technical capabilities.
• Willing to work during non-business hours to resolve critical issues or undertake application upgrades.
• Multilingual abilities to work across European Laboratories.

Embedded within the Support Operations team, the Application Support Associate owns end-user support for SaaS products by troubleshooting inquiries, managing user provisioning, and resolving complex connectivity and data exchange issues. Working closely with QA, Release, Integrations, and Professional Services teams, this role ensures clients can rely on web-based software platforms that meet defined SLA requirements and comply with healthcare data standards including HL7 and HIPAA.

Core Functions

• Provide end-user support for SaaS products by troubleshooting and resolving inquiries and issues.
• Escalate issues to senior Support team members or Engineering with findings, reproduction steps, and relevant information.
• Assist non-technical clients with the use of web-based software.
• Provide end-user management including provisioning, role and access changes, and password resets.
• Team up with QA and Release teams for User Acceptance Testing as required.
• Work closely with Integrations and PS teams to resolve complex issues around connectivity, security, and data exchange.
• Adhere to defined SLA requirements.
• Document procedures and create knowledge base articles to streamline support and enhance self-service.
• Perform other duties as required, assigned, or requested.

Qualifications & Experience

• Bachelor's Degree in Information Technology or Computer Science, or 6+ years of relevant experience instead of a degree.
• 3 to 4 years of experience in a similar application support role, including 2 to 3 years supporting SaaS products or platforms.
• Experience with CRM platforms such as Salesforce, Zendesk, Pegasystems, or Oracle, and EHR software such as Cerner or EPIC.
• Experience with SQL or NoSQL databases, VPN, and networking fundamentals.
• Experience troubleshooting across modern browsers.
• Scripting experience and web or API testing preferred.
• Healthcare background or knowledge of HL7 standards and HIPAA compliance preferred.
• Previous experience with Jira or equivalent project tracking tools.
• Superior customer service orientation with the ability to communicate complex technical concepts to both internal teams and end users.

Reporting to the regional IT team, the Application Support Associate resolves IT service requests and incidents related to JLL Digital Solutions within defined service levels, encompassing ticketing system management, root cause analysis, and on-site IT service implementation. Partnering with internal clients globally and across IT functional areas including infrastructure, development, and training, this role advances solution quality and customer satisfaction across JLL's corporate digital environment.

Primary Duties

• Resolve IT service requests and incidents related to JLL Digital Solutions within defined service levels.
• Ensure service query escalations are well-assigned and handled appropriately.
• Ensure ticketing systems are properly tracked and documented.
• Proactively research client needs and conduct root cause analysis to improve solution quality.
• Implement onsite IT services and provide process improvements as instructed by the regional team.
• Coordinate with internal teams and outsourced service providers on service requests and problem resolution.
• Maintain close teamwork with internal clients globally and across IT functional areas including infrastructure, development, training, and transition teams.
• Communicate challenges and successes to management to maintain customer satisfaction and brand trust.
• Resolve basic technical problems with JLL digital solution tools and develop knowledge skills through training and day-to-day feedback.

Skills & Qualifications

• Bachelor's Degree or above with a major in an IT-related field preferred.
• 0 to 2 years of shared service center or in-house IT support experience welcomed.
• Proficiency in Office Suite.
• Familiarity with JLL systems, enterprise CAFM, CMMS, IWMS applications, CAD systems, IBM TRIRIGA, or database services is a plus.
• Strong analytical skills and logical thinking.
• Strong interpersonal communication skills.
• Ability to work independently and prioritize multiple tasks.
• Quick learner who is self-motivated in a corporate digital solutions environment.
• High proficiency in English and Chinese, both oral and written.

Sitting at the intersection of consulting operations and enterprise technology, the Application Support Associate shapes specialist second-level support for software used in client project delivery, encompassing application configuration, knowledge sharing, and Change Management activities. Operating across CTS, support, engineering, and Consulting associate networks at all levels, this role strengthens WTW's technology capability by building internal skills and delivering focused feedback to development teams.

Duties

• Provide specialist second-level support to the software support desk, TSO team members, and Consulting associates.
• Assist with day-to-day technical issues and resolve them in a timely and effective manner.
• Deliver support that meets or exceeds associate expectations.
• Build strong relationships within CTS, support, and engineering organizations as well as with Consulting associates at all levels.
• Configure and support applications used by Consulting associates for client project delivery.
• Broaden CTS skillsets through knowledge sharing and train CTS and TSO members on software installation and ongoing support.
• Provide specialist technical input to projects managed by other teams when required.
• Assist in Change Management activities for internal WTW environments.
• Provide focused feedback to WTW development teams on support issues and functional enhancements.

Requirements

• Educated to degree level, Azure or AWS certifications and ITIL qualifications preferred.
• Previous experience in an IT Helpdesk or Application Support role at second-line level in an ITIL-oriented environment.
• Client-facing skills acquired from a consultancy or software house environment.
• Proficiency in Microsoft products including Azure, Active Directory, and Azure Active Directory.
• Knowledge of cloud services and Virtual Desktop infrastructure such as Citrix, RDS, or AVD.
• Scripting knowledge in PowerShell, Python, or SQL.
• Experience in deployment technologies such as Pulumi, Terraform, or Puppet.
• Basic networking skills including diagnostic utilities such as Wireshark or Fiddler.
• Knowledge of Microsoft Office Excel, including VBA.
• Experience with high-performance or distributed computing and interest in latest cloud technologies preferred.
• Good organizational, communication, problem-solving, and analytical skills with the ability to work with limited supervision.
• Flexible to work in a rotating shift system determined by business demand.

A key member of the Support Operations directorate, the Data Analytics Application Support Associate leads support for Markets Operational and Analytical Data applications, covering incident management, SOX testing, infrastructure design, and security administration. Collaborating across business, development, and stakeholder groups, this role enables reliable analytical data services by resolving production problems, facilitating application deployments, and delivering recommendations on system resource operations and maintenance.

Technical Responsibilities

• Provide support for Markets Operational and Analytical Data applications within the Support Operations directorate.
• Communicate the impact and root cause of technical problems to the business as part of post-mortem analysis.
• Document and execute non-functional test plans and scripts.
• Participate in incident management by analyzing conditions, assessing business impact, escalating response, and resolving production problems, while communicating statuses to management and stakeholders.
• Facilitate design, deployment, testing, and production transition of new and existing Operational and Analytical Data applications.
• Support SOX testing by providing and maintaining documentation and application walk-throughs.
• Analyze the impact of business or technical changes on automated systems and recommend appropriate modifications.
• Prepare reports on system resources, access, operations, and maintenance issues with findings and recommendations.
• Participate in infrastructure design planning and execution of Non-Functional, Failover, Performance, and Connectivity Testing.
• Act as security administrator for business applications including user provisioning, recertification, troubleshooting, and audit compliance.
• Maintain and develop documentation covering operational support procedures, troubleshooting guides, and incident management plans.

Experience & Qualifications

• Experience leading application support and mentoring team members.
• Solid hands-on experience with distributed system technologies including UNIX, SQL, Oracle RDBMS, Informatica, ETL concepts, TCP/IP networking, Business Intelligence software, and UNIX shell scripting.
• Familiarity with PL/SQL, schema design, SQL query tuning, and code review practices.
• Good understanding of data and schema standards and concepts.
• Strong attention to detail.
• Willingness to try new approaches.
• Commitment to customer service excellence.

Based within the Environment Management team, the Application Support Associate builds and administers environment management processes and procedures, overseeing day-to-day ownership of implemented processes, project meetings with JPMC staff and vendors, and cost reporting across environments. The team relies on this work to maintain planning records, manage test environment access administration, and ensure infrastructure support requirements are met before the US start of business day.

Accountabilities

• Work with the Environment Team Manager to create, implement, and improve Environment Management processes and procedures.
• Take ownership of implemented processes and be responsible for their day-to-day administration.
• Manage small environment improvement projects and administer the team SharePoint site and diary.
• Escalate issues to the Environment Management Team Manager that could affect deliverables of the Environment Management Program.
• Work with technical experts from GTI and TI to ensure environments have the required infrastructure support.
• Run project meetings with local JPMC environment management staff and vendors and track project progress.
• Maintain planning records of environment bookings and requirements to support testing.
• Manage test environment access administration and document all environments including ownership, service levels, versions, and infrastructure information.
• Report and manage costs for each environment and identify cost savings.
• Prioritize issues for resolution before US start of business day and provide out-of-hours coverage as required.

Position Requirements

• Proficiency in one or more general-purpose programming languages including Python, Jython, Perl, or Bash, with knowledge of Java.
• Experience in build automation using Shell, ANT, Maven, or Jenkins.
• Strong scripting ability on Linux-based systems including Cron jobs.
• Basic knowledge of AutoSys, Service Manager, Jira, and Confluence.
• Good knowledge of Windows and UNIX OS.
• Good knowledge of release and deployment processes with the ability to analyze logs and provide proactive remediation recommendations.
• Ability to automate installation, configuration, and maintenance tasks to increase team productivity.
• Excellent troubleshooting skills with a proactive approach to problem-solving and ownership of issues.
• Excellent verbal and written English skills.
• Strong prioritization and time management skills.
• A team-oriented, self-motivated attitude.

Application Support Associate owns the planning, implementation, and project management of Regulatory Reporting application infrastructure across NY Branch, Capital Markets, and BHC filings, acting as technical adviser on system capabilities and constraints. The work directly supports the Regulatory Reporting Applications Manager and business stakeholders by ensuring proposed technology solutions comply with change management and security policies, and that application environments remain stable through configuration, monitoring, and Disaster Recovery participation.

Project Responsibilities

• Execute planning, implementation, and project management for Regulatory Reporting application infrastructure across all phases and timelines.
• Ensure defined project management methodologies and best practices are employed, including PQRs and PIRs.
• Support Regulatory Reporting applications, including filings for NY Branch, Capital Markets, and BHC.
• Provide day-to-day administration and configuration of the application environment including file imports, configuration settings, production monitoring, and user support.
• Produce detailed technical specifications, data flow diagrams, test plans, and process diagrams using standardized documentation methods.
• Collaborate with Developers, Analysts, and Business Stakeholders to propose technology solutions that meet business and technical objectives.
• Ensure proposed solutions comply with the bank's technology direction, change management, and security policies.
• Submit Change Requests and System Maintenance Logs as part of the change management process and review use cases and enhancements as applicable.
• Assist with test strategies in coordination with the QA Team and engage with the Development team in unit and system testing.
• Provide support in identifying and implementing new technologies and participate in Disaster Recovery exercises as needed.

Minimum Qualifications

• 6+ years of experience as a Regulatory Reporting application administrator on complex system integration projects in a technical environment.
• Advanced knowledge of data modeling, packages, and the ability to gather and analyze end-user requirements and build specifications.
• Familiarity with DFA, including Section 165 and Basel III.
• Basic SQL and database knowledge, with Windows or Unix knowledge.
• Basic understanding of networks, memory, and failover strategies such as SRM.
• IT Strategy and Architecture planning experience is a plus.
• Excellent analytical skills with the ability to work to tight timescales and demonstrate resilience under pressure.
• Thorough and diligent data analysis and profiling skills.
• Strong verbal and written communication skills including report writing.
• Ability to work autonomously as a self-starter in complex and fast-changing environments.

Application Support Associate supports Tier 2 and Tier 3 enterprise application needs within Canada Goose's global infrastructure, including Microsoft Dynamics Finance and Operations, third-party vendor systems, and code deployments for Application Administrators. Success in the position means delivering clear end-user documentation, performing application testing to identify and remediate potential issues, and proactively identifying risks across the enterprise application environment.

Day-to-Day Responsibilities

• Develop advanced knowledge of Microsoft Dynamics Finance and Operations and all other enterprise applications.
• Provide technical support by investigating, identifying root causes, and resolving application and system issues.
• Provide clear end-user documentation and application support documents for inclusion in the company knowledge base.
• Work with third-party vendors to install, configure, test, and support various applications and systems.
• Follow existing standards and processes in fulfilling all duties and responsibilities.
• Perform application testing of enterprise solutions under development to identify and remediate potential issues.
• Assist in special projects and support Application Administrators with code deployments as required.

Background & Experience

• Bachelor's Degree in Computer Science, Information Technology, Accounting, Business Operations, or a related field preferred, or equivalent combination of education, training, and experience.
• 3+ years of application support experience, with 3+ years directly supporting enterprise applications and 2+ years with MS SQL 2008 or later.
• Extensive experience with the Microsoft technology stack including Windows-based networking, AD, Hardware, Software, and Office 365.
• Experience in solutions architecture, n-tier applications, and supporting applications in Discrete Manufacturing or Retail verticals.
• Knowledge of the ITIL framework and related support processes.
• Experience working with third-party vendors to resolve end-user issues.
• Strong organizational, written, and interpersonal communication skills with exceptional attention to detail and commitment to accuracy.
• Team player who builds relationships based on trust, embraces continuous improvement, and works effectively under pressure with strong multitasking ability.