Note: The job is a remote job and is open to candidates in USA. Victaulic is a global leader in mechanical pipe joining solutions and engineering services. The company is seeking an Application Support Analyst to support enterprise service delivery and release management across business-critical applications, troubleshoot user issues, manage application accounts and tickets, and coordinate testing and continuous improvement activities.
Responsibilities
- Provide initial support, tracking, and resolution for end-user issues and service requests through ticketing systems
- Escalate end-user issues and service requests to the next level of support or management, as necessary
- Maintain communication with end users and function as a liaison between users and the appropriate support or IT teams throughout the resolution process
- Communicate clearly with users to gather information, provide updates, and ensure timely issue resolution
- Document solutions and contribute to knowledge base articles and support materials
- Participate in training and development activities to increase technical knowledge of supported applications
- Manage user onboarding and offboarding processes for supported applications
- Complete assignments, projects, and tasks to meet objectives and goals defined for the Digital Support team
- Manage M3 tickets in Easy Vista, including triage to the IMS team, coordination with business users, solution testing, and escalation management
- Manage Infor Concierge tickets and work with the Standard Support team to resolve user issues
- Create and manage user accounts for M3 in all environments, Infor Concierge, Infor University, and Project UNITE, while supporting non-standard onboarding and consultant access needs
- Troubleshoot user account issues and support new user creation processes in coordination with internal stakeholders
- Monitor IMS operations, including number series, integrations, error BODs, and jobs
- Create and review M3 enhancement requests and manage the Jira environment for M3, including monthly release uploads
- Support release-related activities by coordinating testing, documenting changes, and helping ensure readiness for application updates
- Analyze recurring issues and incident trends to support continuous improvement in application support and service quality
- Work with the M3 User Group (MUGA) and collaborate with the QlikView team to define requirements, maintain the M3 dashboard, and support Easy Vista issues and enhancements
- Maintain accurate ticket ownership and status updates to ensure clear visibility and accountability
Skills
- 1-3 years of applicable experience in an IT environment, preferably in application support, service delivery, or a related discipline
- Ability to communicate effectively with both technical and non-technical users and stakeholders
- Strong technical diagnostic and troubleshooting skills, including problem investigation, reproduction, and resolution
- Experience working with ticketing systems, support workflows, and service request management
- Familiarity with incident management, issue escalation, and service performance monitoring
- Strong verbal and written communication skills
- Strong organizational skills, diligence, and the ability to prioritize and manage multiple tasks effectively
- Ability to work effectively under pressure and collaborate with cross-functional teams
- Exposure to release-related activities, change documentation, testing coordination, or application deployment support
- Proficiency with tools such as Jira, Easy Vista, Infor Concierge, or similar support and work management platforms
- Bachelor's degree in Computer Science, Engineering, Mathematics, a related technical discipline, or equivalent experience
Benefits
- Competitive compensation with performance-based incentives
- Career development programs and internal promotion pathways—we build from within
- Tuition reimbursement and continuous learning opportunities
- Comprehensive health, dental, and vision coverage
- Retirement savings plans with company match
- Life insurance and disability coverage
- Paid time off, holidays, and flexible work arrangements where applicable
- Employee Assistance Programs (EAP) and wellness resources
- Inclusive, team-oriented culture where people look out for one another
Company Overview