Senior Analyst, Application Support (HTML & SQL Experience Preferred)

JOB SUMMARY

The Senior Application Support Analyst is responsible for ensuring the reliability, performance, security, and continuous improvement of business-critical applications. This role serves as a senior technical resource and escalation point, providing guidance and support to Application Support Analysts while independently leading the investigation and resolution of complex or high-impact application issues. The Sr. Analyst coordinates with business stakeholders, engineering, vendors, and other technical teams to resolve issues, minimize business disruption, and maintain application stability.

The role monitors application health, identifies recurring issues and systemic risks, and drives root-cause analysis and long-term solutions to improve application reliability and operational efficiency. The Sr Analyst also supports application changes, enhancements, upgrades, and deployments; develops and maintains application workflows, databases, and supporting web-based solutions; oversees access and security controls; and helps establish consistent support processes, documentation, and best practices. Through strong technical expertise, sound judgment, mentorship, and cross-functional collaboration, the Sr. Application Support Analyst ensures applications effectively support business operations and deliver a reliable end-user experience.

MAJOR

RESPONSIBILITIES

• Independently lead investigation and resolution of complex, high-impact, or recurring application incidents, such as application errors, outages, and performance issues.

• Serve as an advanced escalation point for issues that cannot be resolved through established support procedures or by Application Support Analysts.

• Own complex incidents through resolution, coordinating with engineering, vendors, and application owners while maintaining accountability for issue progress, business impact, and resolution.

• Perform immediate fixes or workarounds to restore service.

• Manage user access, roles, and permissions.

• Collaborate with stakeholders to evaluate business processes, identify system gaps, and translate requirements into prioritized enhancement or improvement recommendations.

• Lead communication for high-impact incidents, providing clear updates on business impact, technical status, risks, mitigation actions, and expected resolution. Establish and promote application support standards, operational best practices, and consistent support procedures across the team.

• Coordinate stakeholder communications during major incidents and ensure timely, accurate updates through restoration and post-incident follow-up.

• Create, modify, and support SQL databases, queries, tables, and related data structures used by supported applications.

• Develop and maintain HTML-based application pages, interfaces, or supporting web content as required.

• Design, configure, test, and maintain application workflows and workflow automations to support business processes.

• Monitor application health, uptime, and performance dashboards.

• Perform routine checks to ensure integrations and services are functioning.

• Develop, review, and approve support documentation, troubleshooting standards, escalation procedures, and operational runbooks.

• Establish knowledge-management standards and ensure recurring issues are converted into reusable support guidance, known-error records, or standardized resolution procedures.

• Document system configurations and troubleshooting steps.

• Ensure processes are standardized and repeatable.

• Perform application configuration changes, workflow updates, and other technical enhancements within supported platforms.

• Support small enhancement requests or business rule updates.

• Coordinate with admins or developers for larger changes.

• Conduct deeper investigations into recurring or critical issues.

• Document root causes and long-term fixes.

• Identify trends in incidents to prevent future problems.

• Collaborate with engin