Application Support Specialist

The Application Support Specialist reports to the Application Support Manager and provides technical support and troubleshooting assistance for software applications within the organization. This role involves working closely with end-users, IT teams, and vendors to resolve application-related issues, ensure system functionality, and enhance user experience. The Application Support Specialist will be key in maintaining the stability of business applications, with a primary focus on supporting our applicant tracking system (ATS), internal business applications, and our proprietary managed services platform/vendor management system (MSP/VMS). This role involves assisting application upgrades by participating in testing and validation and providing training to users.

Requirements:
Major Position Responsibilities

Application Support & Issue Resolution

• Serve as the primary contact for end-users, addressing application issues, troubleshooting, and providing timely resolutions using the internal ticketing system.

• Elevate user satisfaction by consistently managing expectations, autonomously resolving issues, and collaborating with internal departments when needed.

• Monitor and manage application performance, leveraging available application performance metrics, to ensure optimal functionality and minimal downtime, proactively detecting and addressing potential issues.

• Adhere to established protocols, including timely escalation to relevant departments, and participate in post-incident reviews and root-cause analysis efforts.

• Collaborate with partners to refine and enhance applications, assess change requests, and participate in testing updates.

• Conduct data entry reviews to identify trends, improve accuracy, and provide user training with digital adoption tools to ensure successful application use.

• Collaborate with IT teams and vendors to resolve technical issues, support software updates and provide post-deployment user support to ensure application performance and stability.

• Document and track application issues, resolutions, and user requests using a ticketing system.

• Analyze recurring issues and identify opportunities for process improvements to enhance application efficiency and user satisfaction.

Application Administration:

• Provide users with training documentation and walk through the documentation with end users to enhance proficiency with applications.

• Stay updated on new application features and best practices, providing informed support and continuous improvement.

• Understand and support other team members' responsibilities as needed.

• Participate in user acceptance testing of new applications and integrations or updates to existing systems, ensuring they meet business requirements.

Required Skills, Abilities, Education and Experience

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field preferred; Associate’s degree with relevant experience will be considered.

• Minimum of 1-3 years of experience in application support, data management, or a similar role, preferably within the healthcare or staffing industry.

• Experience with various operating systems, software applications, and troubleshooting methodologies.

• Strong knowledge of IT service management tools, ticketing systems, and familiarity with ITIL practices, especially in change and release management.

• Familiarity with software development processes, Vendor Management Systems (VMS), CRM platforms like Bullhorn, and job data management, particularly in healthcare staffing operations.

• Highly organized, detail-oriented individual with excellent analytical, strategic thinking, and problem-solving skills, able to provide quality assurance by identifying trends and making connections across data, systems, and departments.

• Strong communication and interpersonal skills, with the ability to engage stakeholders, work independently or as part of a cross-functional team, and balance multiple priorities in a fast-paced environment.

• Experience working across multiple technologies and systems, ensuring accurate and timely transitions of job details.

Work Schedule

• In-office with flexibility to work from home with manager approval.

Benefits:
We're not just about the money (although, let's be honest, that's pretty sweet). You'll also enjoy:

• Unlimited Time Off & Flexible Hours: Battery low and in need of a recharge? Do it! Need a mental health day? Go for it! Family emergency? We've got your back.
• Kick-ass Culture: Think casual dress, ping pong tournaments, celebrating personal milestones, and on-site gyms. We're all about working hard, playing hard, and celebrating wins together.
• Leadership that Rocks: Our team is passionate about growth, both yours and ours. We offer training, coaching, and an open-door policy, so your ideas are always heard.
• Benefits Galore: Health insurance, 401k match, paid maternity leave... we've got you covered.

Employer’s Rights 

• This job description does not list all the duties of the job. You may be asked by your supervisor or manager to perform other duties. All duties are subject to change and may be modified to reasonably accommodate individuals with disabilities. You will be evaluated in part based upon your performance of the tasks listed in this job description. 

EEOC Statement 

• Triage Staffing is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state or local laws.