Sr. Analyst, Application Support – Change Management

St. Louis County • Clayton - St. Louis County, MO

4d

About The Position

St. Louis County’s Information Technology Department is seeking an experienced Sr. Analyst, Application Support - Change Management, to drive the successful implementation and adoption of enterprise software releases and changes across the County’s government. In this high-impact role, you will coordinate technology change initiatives – from routine patch management and feature upgrades to the introduction of brand-new enterprise applications – ensuring each change is planned, communicated, and executed with minimal disruption to County operations. You will collaborate closely with IT teams, business units, and vendors to integrate changes into critical county-wide platforms (including Microsoft 365, Ivanti IT Service Management, Workday, and Accela) while adhering to industry best practices such as ITIL-based change management procedures. By championing a structured change management process, comprehensive training programs, and proactive communication strategies, the role will be pivotal in improving how the County introduces new technology solutions and updates. This position offers the opportunity to improve cross-functional change efforts that enhance user adoption and operational excellence.

Requirements

• Equivalent to a Bachelor’s Degree
• At least three years of professional work experience in supporting informational technology systems

Responsibilities

• Oversee the IT change management lifecycle for software applications, prioritize and coordinate change requests, assess risks and business impacts, schedule and obtain approvals for changes, and ensure compliance with formal change control policies and documentation requirements.
• Develop and execute detailed change implementation plans for patches, upgrades, and new feature releases on key enterprise platforms (e.g. Microsoft 365, Ivanti ITSM updates, Workday and Accela version upgrades).
• Ensure that all changes are thoroughly tested, validated, and timed to minimize downtime and prevent production incidents during deployment.
• Work closely with software developers, system administrators, business units, and department stakeholders to integrate application change activities into overall project plans.
• Facilitate clear and timely communication about upcoming changes, including disseminating release notes, technical advisories, and user-friendly announcements, so that all employees understand the “what,” “why,” and “when” of technology changes.
• In partnership with the IT Staff and Support teams, develop and deliver comprehensive training programs and resources to prepare both end-users and Tier 1–3 support staff for new systems or updated features. This includes creating user guides, FAQs, and conducting workshops or webinars to ensure high user proficiency and support team readiness before go-live.
• Monitor system performance, support tickets, and user feedback during post deployment “hypercare” periods to ensure a smooth transition and high user adoption of new applications or features.
• Promptly address any issues that arise, conduct post-change reviews to evaluate the change’s success (including any incidents or problems related to the change), and use these insights to drive continuous improvement in the change management process.
• Serve as a hands-on application support for enterprise systems.
• Monitor and maintain the day-to-day performance of business-critical applications, ensuring high availability and addressing issues proactively (e.g. performing preventive maintenance).
• Respond promptly to escalated support tickets, troubleshoot complex application issues, and work with vendors or developers to implement permanent solutions in line with service level agreements.
• Maintain up-to-date technical documentation, change logs, and support knowledge bases for all managed applications.
• After each change, promptly update system documentation, standard operating procedures, and support manuals to reflect new configurations or processes.
• Ensure accurate recording of change requests, approvals, testing results, and implementation outcomes for auditing purposes

Benefits

• affordable health insurance
• dental and vision coverage
• 4 weeks of Paid Time Off the first year
• 11 paid holidays
• deferred benefit retirement plan
• paid life insurance
• short- and long-term disability

What This Job Offers

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