Applications Support Analyst I

ICM Ventures•Colwich, KS

7d•Onsite

About The Position

The Applications Support Analyst is primary resource for resolving complex issues related to the company’s business applications. This role will deliver high-impact support to end-users, ensuring seamless operation of critical software platforms. It also requires a proactive, customer-focused approach and the ability to quickly master new applications and technologies. This role will collaborate closely with business stakeholders and IT teams to drive continuous improvement and user satisfaction. Lastly, this role should perform all responsibilities in accordance with ICM’s corporate values of Innovation, Ownership, Humility, Collaboration, and Stewardship.

Requirements

High school diploma or equivalent required
1-3 years' experience supporting business applications in a mid-to-large organization (100+ employees)
Strong understanding of enterprise software platforms (ERP, CRM, HRIS, etc.)
Experience with Microsoft 365/Office 365, Azure, and cloud-based applications
Familiarity with incident management, ITIL practices, and service desk operations
Basic understanding of networking and hardware is beneficial, but not the primary focus
Must be fluent in English

Nice To Haves

Bachelor’s degree in Management Information Computer Science, Data Analytics, Mathematics, Accounting, Information Systems, or a related field preferred.
Experience supporting mobile and web-based applications is a plus
Proficiency in Portuguese and Spanish is beneficial
Ability to comprehensively research issues, systems and processes across both technical and business disciplines
Adept at reading, writing, and interpreting technical documentation and procedure manuals

Responsibilities

Serve as the main point of contact for application-related support requests, providing prompt, effective, and courteous assistance via office visit, phone, or email to local, remote, and field users.
Troubleshoot and resolve issues with enterprise applications (e.g., ERP, CRM, CMMS, LMS, SharePoint Online, Power Platform, document management systems and custom business systems), including break/fix, configuration, and integration problems.
Analyze incident trends and recurring issues, identifying opportunities for process improvement and recommending solutions to reduce future disruptions.
Document support cases, resolutions, and best practices to build a robust knowledge base for end-users and IT colleagues.
Collaborate with application owners and support team members for escalation to resolve complex issues, participate in testing, and support application upgrades and deployments.
Provide user training, onboarding, and guidance to maximize adoption and effective use of business applications.
Support application security, access management, and compliance with licensing and regulatory requirements.
Participate in application lifecycle management, including requirements gathering, testing, and post-implementation support.
Assist with periodic audits, data integrity checks, and reporting as needed.
Maintain awareness of new features, updates, and industry trends to proactively enhance the user experience.