Enterprise Applications Support Analyst

STACK Infrastructure•Denver, CO

4d•$95,000 - $110,000•Onsite

About The Position

STACK is looking for an Enterprise Applications Support Analyst professional who will provide first-line functional support for core enterprise systems and ensure high-quality service delivery. This role requires a strong service management mindset, attention to detail, and the ability to independently manage assigned work while collaborating effectively with internal teams and vendors. As a trusted support partner and communicator, the Enterprise Applications Support Analyst professional will bring a solid understanding of IT service management principles and enterprise application support. They will excel in incidents and request resolution, knowledge documentation, quality assurance testing, and delivering a positive end-user experience. This role is not a ticket gatekeeper—it is an active support and enablement position focused on resolution quality, documentation, and service reliability. Respond to and resolve incoming Enterprise Applications support requests related to Enterprise Applications, submitted via the ITSM platform and other supported channels. Own assigned tickets end-to-end, ensuring timely, accurate resolution and adherence to defined SLAs. Deliver a high-quality support experience with a focus on clarity, responsiveness, and user satisfaction. Diagnose and resolve common NetSuite issues, including login problems, basic data entry errors, and standard screen or workflow confusion. Identify patterns in user issues and apply consistent, repeatable solutions. Educate users on best practices to improve data quality, efficiency, and correct system usage. Assist users in understanding their assigned roles and permissions within NetSuite. Identify complex or systemic issues (e.g., integrations, advanced workflows, system defects) and escalate to Tier 2, application owners, or development teams as appropriate. Provide clear documentation and context during escalations to support efficient resolution. Document all support interactions, resolutions, and relevant findings within the ITSM platform. Identify knowledge gaps and contribute to the creation and maintenance of knowledge base articles and support documentation.

Requirements

Bachelor’s degree or equivalent work experience
3-5 years of experience in Enterprise Applications support, IT support, or Service Desk roles
Functional, user-support-level experience with NetSuite, including familiarity with core modules such as Sales, CRM, or Finance
Understanding of basic NetSuite concepts, including records, fields, roles, and permissions
Familiarity with IT Service Management (ITSM) concepts such as incident management, SLAs, and request fulfillment
Strong analytical and troubleshooting skills with attention to detail
Excellent written and verbal communication skills with a customer-service mindset
Ability to manage multiple tasks, prioritize effectively, and work independently
Comfortable using helpdesk or ITSM tools and general IT concepts
Proficiency in Microsoft Excel, Word, and PowerPoint
Must be eligible to work in the United States
Must pass comprehensive background and drug screening

Responsibilities

Respond to and resolve incoming Enterprise Applications support requests related to Enterprise Applications, submitted via the ITSM platform and other supported channels.
Own assigned tickets end-to-end, ensuring timely, accurate resolution and adherence to defined SLAs.
Deliver a high-quality support experience with a focus on clarity, responsiveness, and user satisfaction.
Diagnose and resolve common NetSuite issues, including login problems, basic data entry errors, and standard screen or workflow confusion.
Identify patterns in user issues and apply consistent, repeatable solutions.
Educate users on best practices to improve data quality, efficiency, and correct system usage.
Assist users in understanding their assigned roles and permissions within NetSuite.
Identify complex or systemic issues (e.g., integrations, advanced workflows, system defects) and escalate to Tier 2, application owners, or development teams as appropriate.
Provide clear documentation and context during escalations to support efficient resolution.
Document all support interactions, resolutions, and relevant findings within the ITSM platform.
Identify knowledge gaps and contribute to the creation and maintenance of knowledge base articles and support documentation.