APPLICATION SUPPORT SPECIALIST JOB DESCRIPTION

Application support at the enterprise level is a daily negotiation between uptime expectations and the unpredictable behavior of production systems. Specialists in this function own the incident lifecycle from first intake through root-cause resolution, operating within ITIL-aligned frameworks where SLA breach is a measurable business event, not an inconvenience. They are accountable to both business users who depend on application continuity and technical teams who need accurate diagnostic intelligence to patch and improve those systems. No other role carries both the user-facing triage obligation and the process-level change advisory function simultaneously.

As the Application Support Specialist, you will manage the full range of enterprise application incidents, service requests, and change activities across internal business units, ensuring systems remain available and user-reported issues are resolved within defined SLA windows. You will operate within a structured ITSM environment, coordinating with development, infrastructure, and vendor teams while serving as the primary point of contact for escalated technical queries.

Career Impact: Owning the incident management and change advisory process at the enterprise level builds documented proficiency in ITIL frameworks, a qualification that directly advances progression toward Service Owner or IT Operations Manager roles.

Business Impact: When production application failures go unresolved, business units lose transaction capacity and compliance timelines slip - this role is the named function that prevents that outcome for the organization's user base.

Growth Opportunity: Exposure to deployment packages, user acceptance testing, and cross-functional vendor coordination expands your technical scope toward infrastructure or product operations, where demand for experienced Application Support professionals continues to outpace supply.

• Triage and prioritize incoming application incidents and service requests within established ITIL-aligned categorization protocols.
• Investigate root causes of reported issues and document diagnostic findings, recreation steps, and resolution actions in the ticketing system.
• Coordinate deployment packages and software updates with the support team to ensure upgrades are applied without disrupting business operations.
• Monitor application performance and service availability across assigned platforms, escalating to vendors or infrastructure teams when thresholds are breached.
• Maintain and update Standard Operating Procedures, knowledge base articles, and support documentation to reflect current system behavior.
• Deliver end-user training on application functionality and process workflows, adapting materials for both technical and non-technical audiences.
• Partner with development and architecture teams on change process items, including regression testing, user acceptance validation, and post-deployment review.
• Enforce compliance with organizational policies governing data confidentiality, access permissions, and system change management procedures.

• Bachelor's degree in computer science, information systems, or a related field, or equivalent work experience.
• 3 or more years of application support or IT service delivery experience, with demonstrated ownership of incident resolution within an SLA-governed environment.
• Working knowledge of ITIL service management principles, including incident, problem, and change management processes.
• Ability to troubleshoot application and network connectivity issues across Windows Server environments and enterprise infrastructure.
• Strong written and verbal communication skills, with the ability to translate technical findings clearly for non-technical stakeholders.
• Proven ability to manage competing priorities, maintain accurate ticket records, and adhere to procedural and compliance requirements under operational pressure.

• Experience operating in a 24x7 or rotational shift environment, including on-call coverage for critical application incidents.
• Familiarity with enterprise content management platforms, data integration workflows, or cloud-hosted application environments.
• Exposure to SQL querying or log analysis sufficient to independently investigate data-level application issues.
• ITIL Foundation certification or equivalent formal service management credential.

• SLA compliance rate, measuring the percentage of incidents resolved within contractually defined response and resolution windows.
• First-contact resolution rate, tracking how often incidents are fully resolved at initial intake without escalation.
• Mean time to resolution (MTTR) per incident severity tier, reflecting diagnostic and coordination speed on production-impacting issues.
• Change success rate, measuring the proportion of applied updates and deployments completed without rollback or incident.
• Knowledge article coverage ratio, reflecting the share of recurring issue types with documented resolution procedures in the knowledge base.
• Typical tools: ticketing and ITSM platforms (commonly JIRA Service Desk or ServiceNow); log analysis and monitoring tools (commonly GCP Operations Suite or similar).

• Base Salary Range: $55,000 to $80,000 per year depending on seniority and location
• Bonus: Annual performance bonus of 5 to 10% of base salary
• Equity: Not typical at this level; may apply at senior or lead tiers
• Health Benefits: Medical, dental, and vision coverage; employer contribution common
• PTO: 15 to 20 days per year plus standard federal holidays
• Common Perks: Remote or hybrid flexibility, certification reimbursement, and professional development budget

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

Work authorization in the United States is required for this position, and employment is contingent on successful completion of a background check. 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 applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process upon request.

The Application Support Specialist owns first-level support and administration of the company's loan origination system, ensuring users across the mortgage workflow resolve issues quickly through phone, email, and in-person channels. Working with software vendors and internal operational teams, the role shapes user success by building workflow rules, managing integrations, and delivering training that keeps mortgage applications running effectively.

Key Responsibilities

• Provide first-level application support through phone, email, and in person.
• Prioritize and escalate issues to ensure quick resolution times.
• Keep accurate, detailed records of problems and solutions in our systems.
• Maintain established SLA for all inquiries.
• Provide solutions for internal support issues by troubleshooting and resolving issues on time and escalating to the software vendor as needed.
• Administer and set up user accounts, licenses, and access permissions for applications.
• Create workflow rules, pipelines, documents, system settings, loan templates, fees templates, custom reports, and data extracts.
• Manage integrations with third-party services.
• Provide training and documentation to users of the applications.
• Assist with enhancements, upgrades, patches, and testing of software applications.

Required Qualifications

• 1 year of relevant experience in technical support in the mortgage industry preferred.
• Proficient in LendingQB, Docutech, Mercury, DataVerify, CoreLogic, Salesforce, HubSpot, and other related mortgage systems.
• Strong troubleshooting and problem-solving skills with the ability to implement effective solutions.
• Excellent organization, prioritization, and deadline management skills.
• Excellent customer support skills and service orientation.
• Excellent spoken and written communication skills, with the ability to present complex ideas clearly to technical and non-technical audiences.
• Strong process and documentation skills.

Embedded within the FBI Enterprise Operations Center, the Application Support Specialist supports agents, analysts, and professionals by installing investigative applications, handling end-user access requests, and resolving technical errors across multiple platforms. Working closely with application vendors and customers at varying skill levels, the role delivers expert technical support that helps the world's foremost law enforcement organization maintain operational continuity.

Core Functions

• Install FBI investigative and analysis applications and handle requests for end-user access.
• Provide advice and training to end-users on denial of access, application navigation, and technical errors.
• Utilize IP Monitor to monitor the functionality and efficiency of FBI investigative and analysis applications across multiple platforms.
• Report issues to application vendors and work with the vendor to correct problems.
• Receive customer IT queries by multiple methods, including phone and self-service.
• Provide expert technical support to customers having varying levels of computing skills.
• Write comprehensive diagnostic details in tickets after troubleshooting.
• Write Standard Operating Procedures.

Qualifications & Experience

• Bachelor's degree or equivalent experience and technical certifications.
• Entry-level with some prior experience providing technical support in a business environment.
• Basic knowledge of information security policies, procedures, and after-hours on-call responsibilities.
• Entry-level knowledge of failover and disaster recovery, network and server connectivity troubleshooting, Windows Server 2012, and analytical tools.
• Excellent oral and written communication skills with customers and peers, with tactful and effective customer communications.
• Strong team player.
• Ability and willingness to evaluate and learn new technologies and apply them effectively.

Reporting to senior leadership, the Application Support Specialist shapes the performance of complex technical services by leading major change initiatives, overseeing SLA compliance, and providing expert consultation to business units, ITS teams, and third parties. Partnering with operational staff and migration programs, the role drives measurable service improvement and equips less experienced colleagues with the technical depth needed to sustain high-availability environments.

Primary Duties

• Provide consultation to ITS, business, and third parties on major and highly complex opportunities.
• Identify opportunities to apply technical specialism more effectively within the organisation.
• Stay current on developments and carry out specific assignments related to business specialisms.
• Monitor and oversee the overall performance of services within your responsibility and report results as required.
• Drive major change initiatives or business opportunities related to your technical specialism.
• Assist with quality assurance of activities and educate less experienced colleagues in related areas.
• Liaise with staff for the development of system enhancements to overcome known problems or further fulfil user requirements.
• Provide key technical consultation with major migration and transition programs.
• Play a lead role in complex and sizeable programs and opportunities.

Skills & Qualifications

• 3-5 years of experience in operating systems, application systems, information retrieval tools, programming languages, operating infrastructure, networking, and communications.
• Proficient in incident management, problem management, change management, configuration management, business analysis techniques, and software testing.
• Technical knowledge in UNIX scripting, UNIX commands, and AWK programming.
• Analytical thinking with strong attention to detail and good writing skills.
• Customer focus with strong information acquisition and interpersonal skills.
• Able to work rotating shifts, public holidays, and on-call weekend support.

Sitting at the intersection of fund accounting and capital markets technology, the Application Support Specialist delivers Geneva application support, SSRS report development, and systems integration assistance to business teams operating in a global environment. Operating across enterprise-level teams and directly with the Geneva product support group, the role builds institutional knowledge and resolves NAV processing issues in ways that protect accurate fund operations.

Duties

• Provide Geneva application technical support to teams within the organization.
• Assist with systems integrations between Geneva and other capital market applications.
• Maintain and update technical documents and procedures.
• Identify and resolve technical or functional issues in Fund NAV processing and reports.
• Deliver regular and customized training to teams within the business.
• Develop Geneva and SSRS reports for teams across the business.
• Respond to business inquiries and technical problems, meeting and exceeding SLAs.
• Work directly with the Geneva product support team to provide fast resolution to customer issues.
• Own the knowledge within Support for designated product areas, including creating content, consulting others, and leading issue investigations.

Requirements

• Specialist knowledge of Advent Geneva application and Fund accounting is an added advantage.
• Experience in Geneva RSL and SSRS reports development, .NET application production support, and Microsoft SQL queries.
• Good understanding of integrations and APIs with the ability to investigate related issues.
• Experience directly supporting enterprise-level business teams in a global environment.
• Understanding of customer business impact.
• Passion for providing world-class service and eagerness to learn new technologies.
• Strong technical troubleshooting and problem-solving skills.
• Excellent communication skills.
• Ability to work independently and collaboratively.

A key member of the IT team, the Application Support Specialist builds and maintains Extranet and Intranet solutions while supporting data integration across an Azure environment and digitization projects from requirements through roll-out. Collaborating across business and technical stakeholders, the role advances reliable digital infrastructure by configuring Microsoft 365, Dynamics 365, and Power Platform tools that connect systems and enable organizational efficiency.

Functions

• Administer, support, and further develop Extranet and Intranet solutions.
• Maintain and support data integration in Azure environment.
• Support digitization projects from requirements recording through to roll-out.
• Manage change and incident processes.

Experience & Qualifications

• Degree in business informatics, computer science, or comparable qualification with IT affinity.
• Experience setting up and operating content management systems such as SharePoint.
• Experience integrating and sharing data between applications.
• Experience with Microsoft 365, Dynamics 365, and the Microsoft Power Platform, including Power Automate, Power Apps, and Power BI.
• Knowledge of software and systems architecture.
• Strong analytical thinking, precise working methods, and a strong desire to learn and improve.
• Fluent in English (German is a plus).

Impact-driven venue and events operations depend on the Application Support Specialist, who configures and maintains platforms including VISTA Manager, VISTA Designer, FAME Venue Reports, and Activity Plan while delivering second-level support and training to staff and high-level stakeholders across live event environments. Based within a multilingual, high-pressure service team and liaising with third-party developers and escalation groups, the role ensures event technology is operational, well-documented, and continuously improved.

Accountabilities

• Configure and implement systems, including mandatory data setup for system operation.
• Administer, maintain, and support existing systems and applications.
• Ensure efficient coordination, implementation, and activation of VISTA Manager, VISTA Designer, Site Visit Report, FAME Venue Reports, ERT, and Activity Plan platforms.
• Maintain constant communication with business users and pass required changes to appropriate teams.
• Act as a point of reference for all users and maintain working knowledge of all solutions.
• Support setup and configuration activities before and after events, including on-site support.
• Provide second-level support and ensure cases are handled and resolved quickly.
• Produce and maintain training-related documentation, including ad hoc training and configuration materials.
• Train staff and assist with business processes for existing applications.
• Act as a key point of contact for calls escalated by the service desk team and liaise with external resolution groups.
• Work with third-party developers to resolve bugs and conduct root cause analysis.

Professional Experience

• 1–3 years of experience as an Application Support Level 2 specialist.
• Experience in advanced data extraction, analysis, and logical problem-solving.
• Sufficient technical knowledge to understand application back ends, including authorization models.
• GIS and Google Maps knowledge is a plus.
• Ability to coordinate actions, anticipate issues, and adopt a proactive approach to service delivery.
• Strong interpersonal skills, service-oriented approach, and resilience in high-pressure environments.
• Proven ability to be discreet and interact confidently with high-level stakeholders.
• Business fluency in English and French (spoken and written) and additional languages are a plus.

As the Application Support Specialist, this role leads application deployment, user training, and software update coordination across client, server, and network infrastructure for a geographically distributed environment that includes remote sites. The IT department relies on this work to maintain ITIL and ITSM compliance, ensure timely corrective service, and deliver consistent support to end users operating Microsoft Office, Active Directory, and multi-application environments.

Activities

• Provide consultation to user departments in planning for application implementation.
• Advise users on software updates and apply updates as needed to ensure all required updates are current.
• Coordinate with the Support Team in preparing, maintaining, and applying deployment packages.
• Coordinate with technical staff to identify and resolve conflicts between applications and client, server, or network infrastructure.
• Handle applicable service requests and aid users in accessing vendor support.
• Generate data extracts and reports as needed.
• Configure and maintain user login scripts.
• Perform user training including general PC usage, Microsoft Office, and application usage.
• Follow established problem resolution procedures and apply corrective service to upgrade software.
• Evaluate and test new software, upgrade equipment, and adhere to ITIL and ITSM practices.

Background & Experience

• Associate degree in Computer Science.
• Minimum of 3 years of experience in application deployment.
• Experience with Microsoft Server, Microsoft SQL Server, Microsoft Office, Active Directory, and IIS.
• Proficient in Microsoft Office applications and skilled in supporting and training end-users across multiple applications.
• Ability to establish effective working relationships, communicate clearly in oral and written form, and follow moderate to complex instructions.
• Ability to manage, prioritize, and organize routine, specialized, and complex assignments logically and systematically.
• Ability to understand and adhere to procedures, policies, and an evolving environment.
• Valid Florida Driver's License with transportation available for travel to remote sites.

Application Support Specialist delivers 24x7 customer support across B2B digital environments by categorizing, prioritizing, and resolving incidents in alignment with ITIL service management standards and strict SLAs. The work directly supports the confidentiality, integrity, and availability of customer and company information while producing operational statistics and self-help resources that reduce recurring issues across global time zones.

Operational Focus

• Maintain customer relationships while delivering outstanding service across rotational 24x7 shifts.
• Ensure customer support calls are categorized, prioritized, assigned, logged, and resolved professionally.
• Analyze queries and customer problems and provide suitable solutions within satisfactory timescales.
• Work according to SLAs to resolve queries and incidents with excellent customer service.
• Allocate calls to the relevant resolver group, initiate escalation procedures, and manage incidents.
• Manage and safeguard the confidentiality, integrity, and availability of company and customer information.
• Ensure compliance with organization policies and produce statistics and management reports.
• Proactively investigate ways to reduce common issues and publish self-help guides for the customer base.
• Update and maintain Standard Operating Procedures.

Technical Qualifications

• IT or Engineering degree.
• 1-4 years of experience in a B2B Application Support role in the digital space.
• Well-versed in the ITIL Service Management Framework.
• Proficient in SQL, basic Unix, log analysis using Google Cloud Platform and AWS, JIRA Service Desk, and Confluence.
• Knowledge of the Payment domain is a plus.
• Proven analytical and problem-solving abilities.
• A 100% customer-focus mentality.
• Excellent communication, relationship-building, and cross-functional collaboration skills.
• Able to thrive in a fast-paced, remote-first environment across multiple time zones while managing multiple projects and prioritizing high-return work.

The Application Support Specialist produces first- and second-level incident resolution for SSC, Ecom, and B2B end users, targeting a 90% first-call resolution rate across core applications and B2B solutions. Reporting to the Business Analyst and broader IT organization, this role advances SOX compliance, supports dealer onboarding, and resolves customer-facing sales issues by maintaining accurate support documentation and applying strong analytical and problem-solving skills.

Key Deliverables

• Take and log incidents for SSC locations, Ecom end users, and B2B end users.
• Provide first- and second-level assistance daily to internal users and end-user customers for core applications and B2B solutions.
• Resolve incidents at first call resolution 90% of the time.
• Identify, replicate, and log new defects and provide workaround options for existing defects.
• Resolve and troubleshoot customer issues related to sales directly with customers.
• Help maintain and document support documentation to ensure accuracy of information provided to users.
• Ensure SOX compliance for requests submitted or when resolving issues.
• Provide support to the Business Analyst as needed and assist with onboarding new dealers to the B2B solution.

Qualifications & Experience

• High school diploma or GED required; 2-4 year degree in business administration, computer science, accounting, or management information systems is preferred.
• Some experience with core software applications including OASIS, Mobile OASIS, COTG, SAP, FreedomPay, B2B, and Oracle preferred.
• Proficient in Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
• Working business knowledge of how systems are used in Sales Service Centers is preferred.
• Excellent written, oral, and interpersonal communication skills with strong listening abilities.
• Proven analytical and creative problem-solving abilities, with keen attention to detail and strong data analysis and verification skills.
• Highly self-motivated, directed, and able to effectively prioritize and execute tasks in a high-pressure environment.
• Able to absorb and retain complex technical information quickly and adapt to an evolving environment.

Embedded within the technology organization, the Application Support Specialist oversees triage, root cause analysis, and change process support for all employees using current and future Novocure applications across a healthcare and life sciences environment. Working closely with development and architecture teammates and business stakeholders, the role refines the ticket management process and supports user acceptance testing to ensure custom application systems operate reliably and meet business objectives.

Role Responsibilities

• Triage and assign incoming tickets, including identifying missing information and analyzing impact and effort to complete.
• Analyze assigned tickets to determine the root cause of reported issues.
• Provide training and information to the business team in a timely and professional manner.
• Manage and track assigned tickets and priorities while adhering to internal SLAs.
• Clearly communicate root causes, recreation steps, and proposed solutions to development and architecture teammates.
• Support the change process, including awareness of development deadlines, user acceptance and regression testing, and business communication.

Education & Experience

• Degree in information systems, computer science, or equivalent.
• Minimum of 3-5 years of experience supporting custom application systems.
• Background and experience in the healthcare or life science industry preferred.
• Familiarity with SAP systems is helpful.
• Strong business process, analytical, and project management skills with the ability to manage a project team and technical staff.
• Ability to engage in quality assurance and business process improvement with cultural sensitivity when interacting with global colleagues.
• Customer service oriented with excellent communication skills for both technical and non-technical audiences.
• Take initiative in difficult situations and be goal-directed and driven to achieve positive results.

Reporting to the product and delivery organization, the Application Support Specialist develops second-level support, configuration, and custom report delivery for finance, insurance, and utility clients using CRIF's decisioning and banking software solutions. Partnering with developers, project stakeholders, and customers to troubleshoot bugs, monitor post-delivery risks, and translate client requirements into product improvements that strengthen the quality of financial technology solutions delivered globally.

Day-to-Day Responsibilities

• Provide second-level support and communicate with customers to troubleshoot issues and determine appropriate resolution.
• Perform product and solution configuration and execute test cases to ensure quality assurance before delivery.
• Implement customer-specific reports or dashboards.
• Identify and document issues and risks, and offer realistic recommendations and alternatives to achieve desired results.
• Work with developers to troubleshoot bugs, feature requests, and coding requirements related to improving company products.
• Monitor products to identify risks and support post-sales and post-delivery activities in complex problem resolutions.
• Work with project stakeholders to understand customer needs and deliver products and services that meet client requirements.

Minimum Qualifications

• Degree in Economics, IT, or Mathematics.
• 1-2 years of industry or position experience; committed candidates with strong software development knowledge and no professional experience are also considered.
• Microsoft SQL coding skills including the ability to read existing T-SQL code.
• Basic knowledge of Neo4J or similar graph databases, network connectivity including VPNs, FTP and SFTP, SOAP/XML and REST/JSON interfaces, and SQL reporting tools such as Tableau, SSRS, or Power BI preferred.
• General knowledge in financial products is an asset.
• Working knowledge of Microsoft Office Suite.
• Clear thinker with excellent interpersonal, written, and verbal communication skills in English at B2 level or above (German is an additional asset).
• Detail-oriented with strong organizational skills and ability to multitask.
• A methodical problem-solving approach focused on outcomes.