AMS Support

Subway•Shelton, CT

About The Position

The AMS Support Franchise World Headquarters, LLC role is responsible for the ongoing support, maintenance, and operational stability of enterprise applications following implementation. This role ensures business systems operate reliably, incidents are resolved efficiently, and application enhancements and fixes are delivered in alignment with defined service levels. AMS Support partners closely with business users, application owners, vendors, and technology teams to provide consistent, high-quality application support.

Requirements

Experience supporting enterprise or business-critical applications in a production environment.
Strong understanding of IT service management concepts — incident, problem, and change management.
Ability to troubleshoot functional and technical application issues and coordinate resolution with internal teams or vendors.
Experience working with SaaS or enterprise platforms (ERP, HR, Finance, Procurement, or similar).
Strong communication and customer service skills; ability to work effectively with vendors and cross-functional teams.
Strong attention to detail and documentation discipline.
Bachelor's degree in Information Systems, Technology, Business, or a related field preferred; equivalent practical experience considered.
3–6 years of experience in application support, AMS, or IT services roles.
Experience in matrixed or enterprise organizations.

Nice To Haves

Experience with ITSM tools such as ServiceNow or equivalent platforms.
Familiarity with application monitoring and observability tooling.
Experience in QSR, retail, or consumer-facing enterprise environments.

Responsibilities

Provide day-to-day functional and technical support for assigned enterprise applications; monitor application health and address incidents, service requests, and defects in accordance with defined SLAs for availability, performance, and responsiveness.
Manage incidents through resolution using established ITSM processes; participate in problem management and root-cause analysis efforts; validate fixes and enhancements post-deployment.
Support change and release activities, ensuring operational readiness and smooth deployments across assigned applications.
Serve as a primary point of contact for application-related support requests; communicate status, timelines, and resolutions clearly to stakeholders; provide guidance to business users on system functionality and usage.
Work with external AMS providers, system integrators, and software vendors; escalate complex issues appropriately and track vendor performance against SLAs and contractual commitments.
Maintain support documentation, runbooks, and knowledge articles; identify opportunities to improve system stability, usability, and support efficiency; partner with Application and Engineering teams to reduce support debt.