Sr Analyst, Applications Support

ViaPath Technologies•Dallas, TX

6d•Hybrid

About The Position

The Senior Analyst Applications Support serves as an advanced resource for supporting end users of a jail management software platform. This role handles complex workflow issues, mentors junior analysts, and partners with development and product teams to resolve systemic problems and implement enhancements. The Senior Analyst also contributes to process improvement and user training initiatives. This is a hybrid position (office/home) with a requirement to be based at one of the ViaPath offices: Dallas, TX or Altoona, PA or Pittsburgh, PA. Standard work hours with a requirement to work a rotating on-call schedule.

Requirements

Bachelor’s degree or equivalent experience in software support or related field.
5+ years of experience supporting enterprise software applications.
Strong SQL skills and ability to analyze data for issue resolution.
Ability to restart services and perform troubleshooting in Windows environments.
Experience using remote connection technologies (VPN, Remote Desktop).
Knowledge of environment analysis and performance troubleshooting.
Experience managing certificates (SSL/TLS) within application environments.
Excellent communication, leadership, and analytical skills.
Ability to manage complex issues and drive continuous improvement.
Ability and willingness to meet the requirement of working a rotating on-call schedule.

Nice To Haves

Experience in corrections or justice-related workflows strongly preferred.

Responsibilities

Lead resolution of complex user issues and workflow challenges.
Mentor and guide junior analysts on troubleshooting and best practices.
Analyze recurring issues and recommend process or configuration improvements.
Perform detailed root cause analysis on recurring issues and document findings.
Escalate software defects to development teams.
Gather business process details and customer requirements for enhancement requests and escalate to product teams.
Create and maintain advanced documentation and training materials.
Perform moderate SQL queries for data validation and reporting.
Review application logs to identify errors and assist in troubleshooting.
Restart services in a Windows environment when necessary.
Use remote connection technologies (VPN, Remote Desktop) to connect to customer environments.
Perform environment analysis to diagnose connectivity or performance issues.
Manage application certificates (adding, creating, and troubleshooting).
Participate in on-call rotation and provide escalation support.
Assist with user acceptance testing for new releases.
Other duties as assigned.