We're looking for a Mid-Level Production/Application Support Analyst to help keep a business-critical IT platform stable, available, and compliant. You'll be the front line when things go wrong — triaging and resolving production incidents, monitoring system health, and driving root cause analysis on recurring issues — while also supporting controlled changes, releases, and operational documentation. This role sits at the intersection of infrastructure, development, and vendor teams, so you'll need to be as comfortable coordinating across teams as you are troubleshooting under pressure.
What You'll Do
- Triage, investigate, and resolve production incidents using ServiceNow or a comparable ITSM tool, keeping stakeholders informed throughout the incident lifecycle
- Monitor application health, respond to alerts, and identify stability or performance risks before they escalate into larger incidents
- Conduct root cause analysis on recurring issues and help drive permanent fixes rather than repeated workarounds
- Support controlled changes, releases, and patches with a strong eye toward minimizing disruption
- Process access requests and maintain accurate operational documentation
- Collaborate across infrastructure, development, and vendor teams to resolve issues and prevent recurrence
- Communicate clearly with technical and business stakeholders throughout incident and change processes
- Contribute to continuous improvement of monitoring, alerting, and incident response practices
What You Bring
- 3+ years of experience in production support or application support for business-critical systems
- Hands-on experience with ITSM tools such as ServiceNow
- Strong knowledge of ITIL incident, problem, and change management practices
- Strong troubleshooting skills across applications, integrations, and infrastructure
- Working knowledge of SQL for data investigation and troubleshooting
- Working knowledge of Linux/Unix environments and scripting
- Experience with monitoring and logging tools such as Splunk, ELK, or Dynatrace
- Strong communication skills for cross-team coordination during incidents and releases
