Description:
We’re looking for a highly skilled and experienced Level 3 Application Support Specialist to take ownership of our most critical business applications. You’ll serve as the final escalation point for complex issues, collaborate closely with internal teams and external vendors, and play a key role in optimizing system performance and reliability.
This is an exciting opportunity for a proactive problem-solver who thrives in a dynamic environment and is passionate about ensuring high-quality application support across the business.
Key Responsibilities
- Act as the final escalation point for application-related incidents, service requests, and critical support issues.
- Troubleshoot and resolve complex technical issues across various business applications.
- Analyze recurring incidents to identify root causes and drive long-term solutions.
- Work with developers, vendors, and infrastructure teams to manage upgrades, patches, and enhancements.
- Monitor system performance, perform deep-dive diagnostics, and implement preventative measures.
- Oversee system configuration changes and ensure compliance with change management policies.
- Participate in and lead application deployment, testing, and rollouts.
- Develop and maintain detailed documentation, SOPs, and technical knowledge articles.
- Support integrations with third-party platforms and enterprise systems.
- Mentor junior support team members and contribute to continuous improvement initiatives.
What You Bring
- 4+ years of experience in Application Support, with at least 2 years in a Level 3 or senior support capacity.
- Advanced troubleshooting skills across multiple systems and platforms.
- Strong understanding of enterprise business applications, system architecture, and relational databases.
- Hands-on experience with ticketing and ITSM tools (e.g., ServiceNow, Jira, Zendesk).
- Working knowledge of ITIL practices — particularly incident, problem, and change management.
- Experience working with SQL for diagnostics and data analysis.
- Familiarity with scripting, automation, or integration tools is a plus.
- Excellent communication skills — able to interface with technical teams and business stakeholders.
- A calm, analytical mindset under pressure, with strong task ownership.