Application Support Analyst

Ocean State Job Lot • North Kingstown, RI

6d • Hybrid

About The Position

The IT Application Support Analyst 1 role at Ocean State Job Lot ("OSJL" and "Company") is responsible for managing assigned SaaS and on‑premise enterprise applications, functioning as an application subject matter expert (“SME”) within a production environment, and ensuring that application service maintains reliable through proactive monitoring, structured incident and problem management, disciplined change execution, and close vendor collaboration. The role operates as part of the IT service delivery model, supporting both steady‑state operations and controlled application evolution.

Requirements

• 3 or more years of IT experience supporting two or more enterprise business applications as a primary SME is required.
• Associate or Bachelor’s degree in Information Technology or equivalent professional experience is required.
• Strong working knowledge of SaaS and client-server application platforms is required.
• Demonstrated experience supporting production systems with multiple integrations is required.
• Experience creating and executing test scenarios for application releases and enhancements is required.
• Proficiency with Google Workspace (Docs, Sheets, Slides, Drive, Sites) is required.

Nice To Haves

• Experience supporting application implementations or major system upgrades is preferred.
• Familiarity with IT service management practices (incident, problem, change, and release management) is preferred.
• Experience or knowledge of core network and identity access control fundamentals in an enterprise environment is preferred.
• Experience collaborating with third‑party vendors and cross‑functional technical teams is preferred.

Responsibilities

• Own the day‑to‑day operational support of assigned enterprise applications, acting as the primary technical and functional support resource.
• Provide Tier 2/3 production support, resolving complex incidents and service disruptions that impact business operations.
• Perform root cause analysis and contribute to problem management activities to drive long‑term service stability and reduction of repeat incidents.
• Monitor application health, availability, and performance to ensure alignment with operational expectations and business requirements.
• Plan, coordinate, and execute application patches, upgrades, and vendor releases in accordance with change and release management standards.
• Maintain and govern application configurations, including user access, security roles, and system parameters, to ensure compliance with internal controls and security policies.
• Develop and maintain technical documentation, operational runbooks, and application support procedures.
• Create and execute test plans and test scenarios to validate releases, enhancements, and configuration changes.
• Ensure knowledge artifacts are accurate, current, and structured to support operational continuity and support scalability.
• Act as an application SME throughout project lifecycles, including solution design review, system build, testing, and deployment.
• Execute functional, integration, and regression testing to validate system behavior before production deployment.
• Enforce change management practices to ensure controlled, auditable, and low‑risk changes to production environments.
• Effectively prioritize operational workload alongside project deliverables across multiple application platforms.
• Serve as the primary technical liaison with application vendors, managing support cases and driving timely resolution of production issues.
• Apply working knowledge of application data models, file specifications, and interfaces to support troubleshooting and data validation.
• Support and diagnose application integrations and data exchange processes in collaboration with vendors and internal engineering teams.
• Execute incident, problem, and request workflows in accordance with documented SOPs.
• Maintain accurate ticket documentation and ensure adherence to defined Service Level Agreements.
• Participate in continuous improvement initiatives to enhance application reliability, supportability, and service quality.

Benefits

• Competitive Paid Time Off (PTO)
• Comprehensive Health Coverage: Including but not limited to Medical, Dental, Vision, and much more.
• 401K Program
• Flexible Spending Account (FSA)
• Tuition Reimbursement
• Associate Store 30% Discounts
• Enjoy complimentary access to OSJL-owned vacation properties, along with discounted gym memberships and 20% off at OSJL affiliated restaurants.
• Free lunch Fridays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree