Application Support Specialist

Key Responsibilities:

• Proactively monitor production applications, system alerts, integrations, and automated processes.
• Identify and respond to application failures, performance issues, data problems, and other production risks.
• Triage support tickets based on urgency, business impact, and established service expectations.
• Troubleshoot and resolve routine to moderately complex application issues.
• Conduct root cause analysis and recommend solutions for recurring problems.
• Escalate complex or high-impact issues with complete troubleshooting details and supporting evidence.
• Maintain ownership of escalated issues and follow through until resolution.
• Investigate data issues and perform approved data corrections, audits, and cleanup activities.
• Create and maintain knowledgebase articles, troubleshooting guides, known issues, and support procedures.
• Communicate timely and understandable updates to users and stakeholders.
• Collaborate with business analysts, developers, QA, infrastructure teams, and vendors.
• Identify opportunities to improve application stability, support processes, and user experience.

Qualifications:

• Associate degree, bachelor's degree, or equivalent combination of education and relevant experience.
• Two or more years of experience in application support, help desk support, IT operations, or business systems support.
• Strong critical thinking, troubleshooting, and problem-solving skills.
• Demonstrated initiative and ability to independently move issues toward resolution.
• Strong written and verbal communication skills are important.
• Ability to prioritize multiple requests based on urgency and business impact.
• Ability to work effectively in a fast-paced and changing environment.
• Experience with enterprise applications (e.g., Dynamics 365) and/or ticketing platforms (e.g. Service Desk Plus, Zendesk) is a plus.
• Familiarity with data auditing, automated workflows, integrations, and production monitoring is a plus.

ADDITIONAL INFORMATION

ACES is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, marital status, national origin, disability, age, or veteran status. We value diversity and encourage all qualified candidates to apply.

To learn more about how ACES uses employee data, please review our Employee Privacy Policy:
https://www.acesaba.com/employees-privacy-policy/

If you experience any issues submitting your application, please contact careers@acesaba.com.