Sr Application Support Analyst

Accountabilities

• • Plan, implement, manage, and provide ongoing support for complex enterprise applications, including system administration, user provisioning, incident response, problem management, and change, configuration, and release activities.
  • Act as a liaison between business teams, technical organizations, vendors, and other stakeholders to analyze business challenges and develop appropriate automated system solutions.
  • Gather business requirements, develop specifications, and communicate proposed application and business process solutions to management and technical partners.
  • Develop project plans, provide direction, and coordinate activities associated with specific applications or groups of related applications.
  • Analyze application issues, recommend solutions or system changes, and coordinate application testing and final approval of system changes.
  • Work directly with user groups to answer questions, assess needs, troubleshoot issues, and recommend improvements to enterprise applications.
  • Monitor application integrity and performance, supporting system tuning, migrations, upgrades, enhancements, and troubleshooting activities.
  • Design, manage, enhance, and support the BMC Helix platform.
  • Develop, document, and support data-driven applications used to manage information and support business operations.
  • Translate business requirements and design specifications into fully functional application solutions.
  • Coordinate application testing to ensure successful implementation of both new and legacy applications.
  • Audit enterprise application efficiency and identify opportunities to improve stability, performance, and business value.
  • Provide advanced technical and business support for users, shared services teams, local technology functions, and other internal stakeholders.
  • Monitor enterprise ITSM tools for higher-tier application support requests and ensure tickets are resolved within established service-level expectations.
  • Deliver timely resolutions to application issues while identifying opportunities for longer-term stability, efficiency, and process improvements.
  • Assist users through troubleshooting, training, needs assessment, and recommendations for application or workflow changes.
  • Establish and maintain technical support documentation, operating procedures, and process standards.
  • Participate in technology projects by preparing, communicating, and presenting analysis, specifications, and supporting documentation.
  • Maintain positive and productive relationships with colleagues, customers, vendors, and business partners while continuously developing technical and professional capabilities.
  • Protect confidential information and consistently follow organizational policies, procedures, security practices, and applicable standards.

  Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent relevant professional experience.
  • 5–8 years of related information technology experience, including requirements gathering and technical specification writing.
  • Previous experience supporting enterprise applications and complex business environments.
  • Experience with real estate-specific applications is preferred.
  • Strong knowledge of enterprise IT service management solutions such as BMC or ServiceNow.
  • Experience with Microsoft Office, Windows operating environments, and relational database environments.
  • Working knowledge of software development methodologies and application analysis, design, and testing tools.
  • Strong requirements gathering, business analysis, documentation, and specification-writing capabilities.
  • Excellent written and verbal communication skills, with the ability to work effectively with both technical and non-technical stakeholders.
  • Strong interpersonal and customer relationship management skills.
  • Effective analytical and problem-solving abilities, with a structured approach to diagnosing application issues and identifying solutions.
  • Ability to prioritize competing demands and manage multiple projects and support activities concurrently.
  • Self-directed and motivated approach, with the ability to work independently while collaborating effectively across teams.
  • Willingness and ability to learn ITIL processes and obtain foundational ITIL certification.
  • Flexibility to work outside standard business hours one or two nights per week, with additional after-hours support as business needs require.
  • Occasional travel or driving to offsite locations may be required.

  Benefits

  • Annual salary range of approximately $88,000–$110,000, with actual compensation based on education, experience, and qualifications.
  • Comprehensive medical and healthcare benefits.
  • Health Savings Account.
  • Dental and vision insurance.
  • Life insurance.
  • Paid vacation and paid time off.
  • 401(k) retirement plan with employer matching.
  • Flexible Spending Account.
  • Employee Assistance Program.
  • Remote work opportunities for candidates located within the U.S. mainland.
  • Work-from-home flexibility for eligible employees working from the Eden Prairie, Minnesota office.
  • Opportunity to work on complex enterprise applications and high-impact technology initiatives.
  • Professional and technical development opportunities, including ITIL foundational training.