Sr. Applications Support Analyst

Gemological Institute of America•New York, NY

7h•$109 - $149•Onsite

About The Position

The Sr. Applications Support Analyst plays a critical role in maintaining the stability, performance, and reliability of GIA’s Laboratory Grading System. The role exists to ensure grading system operators and customers experience minimal disruption through proactive monitoring, effective incident management, and strong collaboration with technical and business stakeholders. The position bridges application operations, infrastructure, and business teams to diagnose issues, reduce downtime, and continuously improve application reliability. Ultimately, this role supports GIA to deliver consistent, high-quality grading services supported by resilient and well-maintained technology systems.

Requirements

Bachelor’s degree in Information Technology, computing or engineering or an equivalent combination of education and experience.
Minimum of 5+ years of related experience in application support or a similar technical operations role.
Experience working in high-pressure, time-sensitive environments is preferred.
Strong experience supporting Java-based client/server applications; working knowledge of application integration, APIs, and n-tier architectures.
Experience with OOP languages (Java/C++) and scripting (Perl, Python, or PowerShell).
Demonstrated experience managing production incidents, delivering RCAs, supporting DR/BCP activities, and successfully resolving complex technical issues under tight deadlines.
Strong analytical and problem-solving skills with the ability to perform effective root cause analysis.
Ability to take ownership and develop subject matter expertise in assigned systems.
Excellent time management and multi-tasking skills in a fast-paced environment.
Strong communication skills with the ability to influence and collaborate across all levels of the organization.
Deep technical knowledge of Linux Systems, web/network components, and application logging.
Strong experience working with relational databases; Oracle preferred (querying and scripting).
Demonstrated customer service mindset with a commitment to high-quality support.
Flexible and adaptable to changing priorities and operational needs.
Strong documentation skills for technical and operational processes.
Ability to work effectively with diverse teams and individuals.
Ability to work a flexible schedule, including evenings and weekends when required.
Willingness and ability to travel domestically and/or internationally, if needed.

Nice To Haves

Familiarity with laboratory, grading, or operational technology environments is preferred but not required.

Responsibilities

Monitor application health and performance using GIA standard tools; proactively identify, escalate, and resolve incidents to ensure system stability.
Manage, prioritize, and resolve application support tickets in ServiceNow, including stakeholder communication and timely issue resolution.
Perform incident investigation and develop Root Cause Analysis (RCA) reports; partner with development, infrastructure, and security teams to prevent recurrence.
Ensure application availability by coordinating planned maintenance, outages, patching validation, and environment changes with cross-functional teams.
Develop and maintain strong relationships with laboratory stakeholders to understand business processes, technology needs, and support requirements.
Support application testing for upgrades, browser/OS changes, and major releases; validate functionality post-implementation.
Participate in Disaster Recovery (DR) testing and Business Continuity Planning (BCP) activities to ensure operational resilience.
Collaborate with application development and IT teams to improve support models, delivery practices, and system reliability.
Maintain accurate technical documentation, knowledge articles, and operational procedures; perform other duties as assigned.