Customer Support Analyst

Job Title: Application Support Analyst / Customer Support Analyst

Duration: Contract + potential ext

Location: Tallahassee, FL (Onsite)

About the role:

We’re seeking a Customer Support Analyst to support our customer during its phased rollout.

This role focuses on enterprise application production support, including Tier 1/Tier 2 troubleshooting, incident triage, high-volume ticket management, and coordination with technical teams and software vendors.

Responsibilities:

• Investigate application issues and gather clear details about user and business impacts.
• Prioritize incidents, consolidate duplicate tickets, and manage support queues.
• Troubleshoot routine issues and escalate software defects with complete documentation.
• Coordinate with business analysts, infrastructure teams, and vendors through resolution.
• Maintain knowledge articles and standard operating procedures.
• Support production releases, validation, and post-implementation activities.
• Identify recurring incidents and report on production health.

Required qualifications

• Experience supporting enterprise software applications.
• Experience in a help desk, service desk, or IT support environment.
• Experience with ServiceNow, Azure DevOps, Jira, Remedy, or a comparable ticketing platform.
• Strong troubleshooting, communication, documentation, and prioritization skills.
• A bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or four years of equivalent work experience. Applicable experience may substitute for education year for year.

Preferred

• Knowledge of ITSM incident, problem, and change management.
• Experience supporting large-scale, phased deployments of custom or greenfield enterprise applications.