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Role Description

Responsible for ensuring the stability, performance, and reliability of key business applications by providing advanced technical and functional support, resolving complex issues, and performing root cause analysis to prevent recurrence. Collaborate with business users, developers, and vendors to maintain seamless system operations, implement process improvements, and optimize workflows. Leads efforts to enhance application monitoring, automation, and efficiency.

• Provide advanced technical and functional support for enterprise applications, ensuring high availability and performance.
• Troubleshoot and resolve complex incidents, service requests, and system issues in a timely manner.
• Perform root cause analysis and implement long-term solutions to prevent recurring problems.
• Collaborate with business users, developers, infrastructure teams, and vendors to address application-related issues and enhancements.
• Monitor application performance, perform regular health checks, and ensure compliance with service-level agreements (SLAs).
• Document support procedures, configurations, and troubleshooting steps for knowledge sharing and process consistency.
• Participate in application upgrades, patches, testing, and deployment activities.
• Identify and drive opportunities for process improvement, automation, and operational efficiency.
• Support change management, incident management, and release management activities in alignment with ITIL best practices.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent combination of education and experience may be considered.
• Minimum of 5–7 years of experience in application support, systems analysis, or related IT roles, with at least 2 years in a senior or lead capacity.
• Hands-on experience with enterprise applications, system integrations, SQL or database querying, and incident management tools.
• Familiarity with ITIL frameworks, cloud platforms (e.g., Azure, AWS), and automation or monitoring tools.
• ITIL Foundation, Microsoft Certified: Power Platform or Dynamics 365 Fundamentals, Oracle Certified Professional, or similar relevant certifications (Preferred).

Requirements

• Deep understanding of enterprise application architecture, integrations, databases, and APIs.
• Strong ability to analyze complex issues, identify root causes, and develop effective solutions.
• Proven capability to troubleshoot application and system performance issues under pressure.
• Understanding of business processes, workflows, and how applications support organizational objectives.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
• Strong teamwork and interpersonal skills for working effectively with business users, developers, and vendors.
• Familiarity with ITIL practices, including incident, problem, and change management.
• Ability to manage multiple priorities, meet deadlines, and contribute to system enhancement projects.
• Skilled in creating and maintaining detailed technical documentation, knowledge base articles, and operational runbooks.

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses.
• Educational Reimbursement.
• Contributions to the community through Carrington Charitable Foundation.