Tier II Application Support Analyst

HomeServices of America•Eden Prairie, MN

1d•Onsite

About The Position

The Tier II Application Support Analyst is responsible for providing advanced technical and functional support for critical real estate applications, including CRM, marketing, and transaction management platforms. This role serves as an escalation point for Tier I support, ensuring timely resolution of complex issues impacting agents, brokerage staff, and business operations. The position plays a key role in maintaining system reliability, improving user experience, and driving adoption of core platforms that support the full real estate lifecycle from lead generation to closing.

Requirements

Bachelor’s degree in computer science or information technology; or equivalent related work experience.
5-8 years of related information technology experience, including experience gathering requirements and writing specifications.
Demonstrated experience providing Tier II or higher application support for business-critical SaaS applications.
Proficient in the use of Microsoft Office, Windows operating environment, and relational database environments.
Strong troubleshooting and analytical skills across applications, integrations, and user workflows.
Excellent oral and written communication skills. Highly effective interpersonal skills and customer relationship skills.
Proven ability to support non-technical, customer-facing users in a fast-paced environment while maintaining a service-oriented mindset.
Ability to prioritize and handle multiple projects concurrently.

Nice To Haves

Prior experience with real estate specific applications is preferred.
Experience supporting CRM, marketing automation, or transaction management platforms preferred.
Prior experience working directly with software vendors for issue escalation and resolution preferred.
Exposure to integration troubleshooting, automation tools, or API-based workflows preferred.
Familiarity with ITSM tools preferred.

Responsibilities

Tier II application support for business-facing SaaS platforms, including CRM, marketing automation, and transaction management applications.
Acts as a primary escalation point for complex application incidents originating from Tier I support, performing root cause analysis and coordinating resolution with internal teams and third-party vendors as needed.
Provides high-touch, customer-facing application support to non-technical users, emphasizing clear communication, ownership of issues, and timely resolution aligned with established service levels.
Identifies recurring issues and user pain points and recommends improvements to application configurations, workflows, documentation, or training materials.
Participates in testing and validation of application updates, enhancements, and releases to ensure continued usability and system stability.
Supports and troubleshoots application integrations and data workflows, including Microsoft 365, email systems, third-party tools, and business-specific data feeds.
Analyze application issues and recommend solutions/system changes.
Work with user groups to answer questions, assess user needs and recommend changes to the automated systems.
Translate requirements and design specifications into fully functioning application solutions.
Ensure the ongoing functionality of applications and program upgrades and changes as necessary to meet evolving business needs.
Coordinate and participate in application testing to ensure successful implementation of new and legacy applications.
Audit efficiency of enterprise applications.
Provide technical and business support for users of HSoA, the shared success center, local technology functions and other shared tenants.
Monitor enterprise ITSM tool for higher tier application support requests and work tickets to completion within specified service level timelines.
Provide quick resolutions to application issues, driving stability, efficiency and effective improvements to help the business succeed.
Assist user groups by answering questions, troubleshooting problems, assessing needs, training and recommending and facilitating changes to enterprise applications.
Work with user groups to answer questions, assess user needs and recommend changes to the automated systems.
Ensure essential procedures are followed and helps to define operating standards and processes. Develop and maintain technical support documentation.
Participate in projects by preparing, communicating and presenting analysis, specifications and documentation to support project initiatives.
Perform any additional responsibilities as requested or assigned.