Application Support Analyst II

Position Summary

The Application Support Analyst II is a senior individual contributor responsible for independently supporting and improving business-critical applications. This position owns complex and high-impact issues, leads assigned application projects, designs and reviews business solutions, and mentors Level I analysts.

The Analyst II applies strong technical judgment and business-process knowledge to deliver reliable, secure, and supportable solutions. The role works closely with business departments, vendors, and internal technical teams and provides technical leadership without direct supervisory responsibility.

Core Responsibilities

Complex Application Support and Ownership

• Independently own complex, high-impact, or escalated application issues through resolution.
• Coordinate with business stakeholders, vendors, and technical teams to diagnose problems, manage dependencies, and restore service.
• Perform root-cause analysis and recommend sustainable corrective actions that reduce recurring issues.
• Manage advanced application configuration, access, integration, and production changes while considering business impact, security, testing, and approval requirements.
• Communicate issue status, risks, decisions, and outcomes clearly to stakeholders and management.

Application Solutions and Automation

• Translate business requirements into practical, reliable, and supportable application or low-code solutions.
• Design, implement, and maintain advanced workflows, forms, and automations using approved platforms.
• Support the effective and responsible use of approved artificial intelligence tools and related business solutions.
• Review solutions developed by Level I analysts and business power users for quality, security, reliability, maintainability, and alignment with standards.
• Determine when a request requires additional development, vendor assistance, or involvement from another technical team.

Projects and Change Leadership

• Lead small and medium-sized application projects, upgrades, migrations, integrations, and process-improvement initiatives from requirements through post-implementation support.
• Define scope, requirements, timelines, dependencies, risks, responsibilities, and success criteria for assigned initiatives.
• Coordinate business stakeholders, vendors, and technical resources to keep work progressing and resolve project obstacles.
• Lead testing, implementation readiness, deployment, and transition-to-support activities.
• Ensure solutions meet business requirements and are properly documented, supported, and adopted.

Mentoring and Continuous Improvement

• Mentor Level I analysts through coaching, knowledge sharing, troubleshooting guidance, and solution reviews.
• Help establish consistent support practices and promote appropriate escalation and change-management processes.
• Identify recurring issues, service gaps, documentation needs, and opportunities to improve applications or business processes.
• Create and review support documentation, training materials, and knowledge resources.
• Monitor support trends and solution outcomes and recommend improvements to service quality, reliability, and user experience.
• Assist the manager with prioritization, workload coordination, and technical recommendations when requested.

Expected Outcomes

The Application Support Analyst II is expected to:

• Resolve complex application issues with clear ownership, sound technical judgment, and effective stakeholder communication.
• Deliver assigned projects and system changes with appropriate planning, testing, risk management, and documentation.
• Develop and review solutions that are reliable, secure, maintainable, and aligned with business needs.
• Reduce recurring incidents by identifying root causes and implementing sustainable improvements.
• Strengthen the capabilities of Level I analysts through consistent mentoring and knowledge sharing.
• Provide stakeholders with timely, accurate information about issues, risks, decisions, and results.

Required Qualifications

• Associate degree in Information Technology, Computer Science, Business Systems, or a related discipline, or equivalent relevant experience.
• Three or more years of experience supporting enterprise applications, business systems, or low-code solutions.
• Demonstrated ability to independently diagnose and resolve complex application and integration issues.
• Experience leading application projects, implementations, upgrades, migrations, or significant system changes.
• Hands-on experience developing and supporting solutions using Microsoft Power Automate and Microsoft Forms or comparable platforms.
• Experience gathering requirements, analyzing business processes, coordinating testing, and managing implementation risks.
• Working knowledge of application configuration, user access, security concepts, change management, and data relationships.
• Ability to analyze application data using tools such as Microsoft Excel and read-only SQL queries.
• Ability to mentor less-experienced analysts and provide constructive technical guidance.
• Strong written and verbal communication skills, including the ability to explain technical matters to nontechnical audiences.
• Strong organizational, analytical, and customer-service skills.
• Ability to manage multiple priorities independently and escalate risks or decisions appropriately.

Preferred Qualifications

• Experience supporting enterprise systems in areas such as ERP, workforce management, timekeeping, payroll, customer relationship management, facility inspection, work-order management, or financial planning.
• Experience with business platforms such as Jira, Confluence, Smartsheet, HubSpot, Adaptive Planning, or Samsung Knox.
• Experience supporting approved generative AI tools such as ChatGPT or Claude.
• Familiarity with Microsoft 365, Active Directory, APIs, secure file transfers, application logs, scripting, or advanced SQL.
• Experience with root-cause analysis, deployment planning, system cutovers, and application-support metrics.
• Experience supporting a geographically distributed workforce or working in the security, facilities, or service industries.

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.