[Remote] Application Support Analyst

Note: The job is a remote job and is open to candidates in USA. Victaulic is a global leader in mechanical pipe joining solutions and engineering services. The company is seeking an Application Support Analyst to support enterprise service delivery and release management across business-critical applications, troubleshoot user issues, manage application accounts and tickets, and coordinate testing and continuous improvement activities.

Responsibilities

• Provide initial support, tracking, and resolution for end-user issues and service requests through ticketing systems
• Escalate end-user issues and service requests to the next level of support or management, as necessary
• Maintain communication with end users and function as a liaison between users and the appropriate support or IT teams throughout the resolution process
• Communicate clearly with users to gather information, provide updates, and ensure timely issue resolution
• Document solutions and contribute to knowledge base articles and support materials
• Participate in training and development activities to increase technical knowledge of supported applications
• Manage user onboarding and offboarding processes for supported applications
• Complete assignments, projects, and tasks to meet objectives and goals defined for the Digital Support team
• Manage M3 tickets in Easy Vista, including triage to the IMS team, coordination with business users, solution testing, and escalation management
• Manage Infor Concierge tickets and work with the Standard Support team to resolve user issues
• Create and manage user accounts for M3 in all environments, Infor Concierge, Infor University, and Project UNITE, while supporting non-standard onboarding and consultant access needs
• Troubleshoot user account issues and support new user creation processes in coordination with internal stakeholders
• Monitor IMS operations, including number series, integrations, error BODs, and jobs
• Create and review M3 enhancement requests and manage the Jira environment for M3, including monthly release uploads
• Support release-related activities by coordinating testing, documenting changes, and helping ensure readiness for application updates
• Analyze recurring issues and incident trends to support continuous improvement in application support and service quality
• Work with the M3 User Group (MUGA) and collaborate with the QlikView team to define requirements, maintain the M3 dashboard, and support Easy Vista issues and enhancements
• Maintain accurate ticket ownership and status updates to ensure clear visibility and accountability

Skills

• 1-3 years of applicable experience in an IT environment, preferably in application support, service delivery, or a related discipline
• Ability to communicate effectively with both technical and non-technical users and stakeholders
• Strong technical diagnostic and troubleshooting skills, including problem investigation, reproduction, and resolution
• Experience working with ticketing systems, support workflows, and service request management
• Familiarity with incident management, issue escalation, and service performance monitoring
• Strong verbal and written communication skills
• Strong organizational skills, diligence, and the ability to prioritize and manage multiple tasks effectively
• Ability to work effectively under pressure and collaborate with cross-functional teams
• Exposure to release-related activities, change documentation, testing coordination, or application deployment support
• Proficiency with tools such as Jira, Easy Vista, Infor Concierge, or similar support and work management platforms
• Bachelor's degree in Computer Science, Engineering, Mathematics, a related technical discipline, or equivalent experience

Benefits

• Competitive compensation with performance-based incentives
• Career development programs and internal promotion pathways—we build from within
• Tuition reimbursement and continuous learning opportunities
• Comprehensive health, dental, and vision coverage
• Retirement savings plans with company match
• Life insurance and disability coverage
• Paid time off, holidays, and flexible work arrangements where applicable
• Employee Assistance Programs (EAP) and wellness resources
• Inclusive, team-oriented culture where people look out for one another

Company Overview