Application Support Analyst

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.

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.

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

Join a company whose products contribute to a safer, more sustainable built environment every day.

Victaulic does not provide immigration sponsorship (e.g., H-1B, TN, or other work visa sponsorship) for this position. All applicants must be currently authorized to work in the applicable country on a full-time basis without the need for employer-sponsored immigration support now or in the future.

Victaulic is an Equal Employment Opportunity (EOE/M/F/Vets/Disabled) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status. (Background checks may be required as part of our pre-employment process).

All staffing agencies are strictly forbidden from directly contacting any Victaulic employees, except those within the Human Resources/Talent Acquisition team. All communications, inquiries and candidate submissions must be routed through Victaulic's Human Resources/Talent Acquisition team. Non-compliance with this policy may result in the suspension of partnership, cancellation of the current contract, and/or the imposition of a mandatory probation period before any future business can resume. Additionally, non-compliance may lead to a permanent ban on future business. This policy ensures a streamlined and compliant recruitment process.