Custom Software Application Support Specialist / Analyst

Job Summary

We are hiring a Custom Software Application Support Analyst to support a large-scale, internally developed SaaS application used across statewide operations. This role focuses exclusively on application functionality, workflow troubleshooting, data issues, and end‑user support. It does not include hardware, desktop, device, or network support. Candidates must have 4–6 years of experience supporting SaaS or custom enterprise applications in a production environment and must have lived in California for the past 6 months.

WHAT THIS ROLE IS

A role for someone who has supported:

• SaaS platforms or custom enterprise applications
• Workflow-heavy systems with complex business processes/logic
• Large-scale implementations, Go Lives, or major rollouts
• Application behavior, data issues, and configuration troubleshooting

WHAT THIS ROLE IS NOT

This is not a help desk, desktop support, or hardware support role.

Do not apply if your background is primarily:

• Hardware, desktop, or device troubleshooting
• Printer, network, VPN, or workstation support
• Remote desktop or deskside support
• Break/fix, imaging, or endpoint management

KEY RESPONSIBILITIES

Application Support & Troubleshooting

• Provide Tier 1–3 support for custom-developed or highly configured SaaS applications
• Troubleshoot application issues, workflow errors, system defects, and user access problems
• Serve as the primary point of contact for application functionality and user support
• Perform root cause analysis and coordinate fixes with development and infrastructure teams
• Monitor application performance, availability, integrations, and system health

Incident & Problem Management

• Manage incidents, service requests, and problem tickets to meet SLAs
• Document issues, resolutions, and known errors in the knowledge base
• Participate in on-call rotations and critical incident response
• Collaborate with vendors, developers, and technical teams to resolve complex issues

Releases, Testing & Change

• Support software releases, patches, configuration updates, and deployments
• Validate fixes and enhancements; support UAT cycles
• Participate in change management activities, including impact analysis and user readiness

User Support & Training

• Provide end-user training and over-the-shoulder support during Go Live
• Develop and maintain user guides, FAQs, and training materials
• Manage user accounts, roles, permissions, and access requests

Data & Reporting

• Support data validation, data correction, and data quality activities
• Assist with reporting needs and validate data outputs
• Prepare status updates, issue summaries, and performance metrics

Continuous Improvement

• Recommend system enhancements and workflow improvements
• Identify opportunities for automation and efficiency
• Ensure compliance with security, privacy, and regulatory requirements

MANDATORY REQUIREMENTS

• 4–6 years supporting SaaS or custom enterprise applications in a production environment
• Experience supporting business workflows and operational processes
• Experience troubleshooting application behavior, workflow logic, and data issues
• Hands-on experience with ITSM tools such as ServiceNow or Cherwell (Service Cloud/Agentforce preferred)
• Prior experience providing in-person support during a Go Live or enterprise rollout
• California residency for at least the last 6 months

PREFERRED QUALIFICATIONS

• Experience supporting custom or enterprise applications
• Familiarity with SQL (SQL Server, Oracle, MySQL) for data validation
• Experience working with cross-functional teams
• Strong analytical, troubleshooting, and communication skills

WHO THRIVES IN THIS ROLE

• Analysts who enjoy digging into workflow logic and data issues
• People who have supported large, complex systems with high user volume
• Individuals comfortable working between business users, developers, and IT teams
• Professionals who have worked in government, healthcare, human services, or similar environments

DO NOT APPLY IF

Your experience is primarily hardware, desktop, device, or network support. This role requires hands-on experience supporting SaaS or custom enterprise applications.

Pay: $60,000.00 per year

Benefits:

• Health insurance
• Paid time off

Application Question(s):

• List any SaaS applications you have worked with/or supported:
• List any ticketing systems you have used in the past:
• How many years of experience do you have supporting enterprise applications, and what percentage of your time was focused on application support vs. hardware/device support?
• What were the most common challenges you encountered during a Go Live event, and how did you resolve them?
• What role have you played in change management activities (e.g., impact assessment, user readiness, release support)?
• List the state(s) you have lived in over the past 12 months and the duration in each:

Work Location: Remote