Job Description
As an Application Support Analyst, you'll act as a bridge between our business users and IT, responsible for the smooth functioning of Acumatica’s internal business applications. You’ll troubleshoot, resolve, and analyze application issues, help implement configuration changes, and work closely with stakeholders to optimize our business processes.
- Application Support & Troubleshooting: Quickly respond to and resolve incidents and service requests to minimize user downtime and ensure the seamless operation of internal business applications, including Acumatica ERP and CRM.
- Configuration & Change Management: Analyze, implement, and manage configuration changes, ensuring backward compatibility and coordinating with business analysts and stakeholders as needed.
- System Performance Monitoring: Monitor system health, proactively identify performance issues, and escalate critical problems to IT System Administration or management.
- User Assistance & Training: Provide effective guidance, consulting, and support to internal customers, enabling them to maximize the value of business solutions.
- Documentation & Knowledge Sharing: Accurately log and document service requests, solutions, and create support articles to build internal knowledge.
- Collaboration: Work closely with global teams, effectively communicating with technical and non-technical users across various functions and regions.
- Testing & Upgrades: Perform and verify fixes, assist in change management activities, and support users during software upgrades.
- Continuous Improvement: Analyze business scenarios, recommend process improvements, and help optimize application configurations to support evolving business needs.
- Education: Higher degree in computer systems, networks, information systems/technologies, or related field.
- Experience:
- 2+ years in system analysis, support, or ERP/business application administration.
- Exposure to working with both technical teams and end users in English.
- Experience with workflow diagrams, functional specs, and technical documentation.
- Technical Expertise:
- Understanding of system performance monitoring, troubleshooting, and incident management.
- Familiarity with ERP or CRM systems (Acumatica experience a plus but not required).
- Experience with IT service management tools (e.g., JIRA, ServiceNow) is a plus.
- Optional: scripting or automation knowledge.
- Skills:
- Highly analytical, structured thinker with the ability to decompose and communicate complex concepts.
- Proven ability to prioritize in dynamic settings and deliver results.
- Excellent English communication skills, both verbal and written.
- Eagerness to learn, share, and grow professionally with a global team.
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