Senior Applications Support Analyst

Allegheny County Airport Authority • Moon Township, PA

4d • Onsite

About The Position

Under the general supervision of the Director, Applications, the Senior Applications Support Analyst supports diverse business areas (Operations, Finance, Human Capital Management, etc.) and the related IT business applications used to support the core business processes in those areas. The incumbent bridges the gap between business needs and technology solutions, with a strong focus on supporting the implementation, optimization, and day-to-day administration of Workday HCM and Finance platforms, alongside managing core IT service delivery through ServiceNow.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering or related field from an accredited college or university.
• Three years of experience supporting enterprise ERP/Cloud applications, with a strong preference for direct experience in Workday HCM and Workday Financials.
• Demonstrated hands-on experience working within the ServiceNow platform managing ITSM tickets, workflows, or IT Asset Management modules.
• Deep expertise and considerable ability to manage, troubleshoot, and enhance Workday Human Capital Management (HCM) and Finance domain systems, as well as exposure to other enterprise applications like ASANA Project management, DocuSign, M365 Suite
• Strong technical and functional understanding of financial processes and HR workflows within an enterprise environment.
• Hands-on, proficient knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) processes and best practices within the ServiceNow platform.
• Ability to perform routine maintenance tasks, updates, configurations, and data masking/governance activities for business applications.
• Capable of managing integrations (EIBs, Core Connectors) between Workday, ServiceNow, and external business applications to ensure seamless data flow.
• Ability to build strong relationships with software vendors and stakeholders, ensuring effective communication and collaboration.

Nice To Haves

• Studies have shown that women and people of color are less likely to apply to jobs if they don’t meet every single qualification. As a Smarter Airport, we recognize that talent is not always related job history and skills come from valuable experiences that aren’t always shown on a resume. If you are excited to make a positive change for our region, but your experience doesn’t align perfectly, we encourage you to apply. You may be the right candidate for our organization, whether it be this role or another.

Responsibilities

• Participate in requirements analysis by gathering specifications and creating user stories to define project deliverables.
• Demonstrate hands-on expertise in Enterprise Applications including ERP, Cloud-based solutions (specifically Workday HCM and Finance), customizations, and integrations to meet organizational needs.
• Provide tier-3 support for business applications, with a primary focus on Workday HCM, Workday Financials, and other relevant corporate software.
• Oversee the customization, optimization, and continuous improvement of core applications/workflows to align with business requirements.
• Perform routine maintenance tasks, updates, regressions testing for production, and patches for enterprise applications to ensure system stability and security.
• Utilize ServiceNow ITSM to effectively investigate, troubleshoot, track, and resolve complex tier-3 issues related to business applications.
• Leverage ServiceNow IT Asset Management (ITAM) to track, manage, and optimize lifecycle requirements for software licenses and application assets.
• Manage ongoing production maintenance, project support, and enhancements involving all stages of application life cycle development and related internal and outbound integrations.
• Develop and conduct training sessions for end-users to enhance their proficiency in using business applications.
• Maintain and leverage relationships with software vendors (including Workday and ServiceNow), ensuring effective communication and collaboration.
• Manage end-to-end IT service delivery, ensuring SLAs and KPIs are consistently met within the ServiceNow platform.
• Collaborate closely with internal business stakeholders, particularly in Finance and Human Resources—to understand their requirements, align IT services with business goals, and ensure the delivery of optimized solutions.
• Drive continuous improvement initiatives within the IT service delivery function, leveraging automation and identifying areas for optimization.

Benefits

• Two plan options for healthcare coverage from high-quality insurance carriers
• ACAA-funded Health Reimbursement Account (HRA) that will help offset the cost of many medical expenses
• Dental plans (included with healthcare coverage) offer an option covering children’s orthodontia
• Flexible Spending Account (FSA) to help pay for health care and dependent care expenses on a pre-tax basis
• All eligible full-time ACAA employees participate in the Allegheny County Employees Pension Plan, a defined-benefit plan that vests after 10 years of service.
• Deferred Compensation Plan, which allows them to contribute part of their pay on a pre-tax basis into long-term retirement investments.
• Robust Employee Assistance Program (including access to free counselling sessions, financial guidance, and care coordination)
• Life insurance options
• Wellness program
• Eligibility for the Public Service Loan Forgiveness program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior