Application Support Specialist

Position Overview:

As the Application Support Specialist, you will provide technical support, troubleshoot issues, and deliver outstanding service to end-users while collaborating with cross-functional teams to optimize application performance and drive user adoption.

This role also plays a key part in supporting system integrations (e.g., with ERP software) and overseeing ongoing maintenance post-implementation. If you have a knack for problem-solving, a passion for supporting user success, and experience working with project management tools, this opportunity is for you!

Core Responsibilities:

1. Application Support:

• Provide Tier-1 and Tier-2 support for project management tools such as Jira, Monday.com, Asana, Smartsheet, or others as required.
• Troubleshoot and resolve technical issues, ensuring minimal downtime for end-users.
• Act as the technical liaison between end-users, internal IT teams, and third-party vendors during issue escalation.

1. System Integration and Optimization:

• Assist with the integration of project management tools into enterprise systems, such as ERP and CRM platforms, ensuring seamless data flow and functionality.
• Support the implementation, configuration, and customization of tools to meet team and business requirements.
• Oversee performance monitoring and optimization of applications, identifying areas for automation and streamlining workflows.

1. Training and Documentation:

• Conduct onboarding and training sessions for new and existing users to improve adoption and efficiency.
• Develop and maintain thorough documentation, including user guides, FAQs, and troubleshooting steps.
• Provide ongoing education on best practices for tool utilization.

1. Technical Administration and Maintenance:

• Manage user roles, permissions, and access policies to ensure compliance with security guidelines.
• Perform routine system updates, patches, and backups to maintain application reliability.
• Monitor application integrations and resolve any performance or syncing issues.

1. Reporting and Data Insights:

• Build and maintain reporting dashboards to track project performance, resource allocation, and team productivity.
• Provide insights and analytics to stakeholders, enabling data-driven decisions.

1. Collaboration with Teams:

• Work closely with IT, project stakeholders, business units, and third-party vendors to align project management tools with organizational goals.
• Collaborate with integration specialists and ERP/CRM teams during system migrations or upgrades

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field. Equivalent work experience will also be considered.
• 2–5 years of experience in application support for project management tools (e.g., Jira, Asana, Monday.com, Smartsheet, or similar platforms).
• Proficiency in diagnosing and resolving application-level issues, including configurations, workflows, and permission settings.
• Strong understanding of enterprise application integrations, middleware technologies, and data exchange formats (e.g., APIs, JSON, XML).
• Basic knowledge of scripting and automation tools (e.g., Power Automate, Zapier, or Python) is a plus.
• Familiarity with ERP systems and database management concepts is advantageous.
• Outstanding communication and interpersonal skills, with a proven ability to work effectively with technical and non-technical users.
• Exceptional problem-solving abilities coupled with a strong customer service orientation.
• Ability to manage multiple priorities, meet deadlines, and maintain focus under pressure.

Preferred Certifications (Not Required but a Plus):

• Vendor-specific certifications such as:
• Jira Software Administrator Certification (Atlassian)
• Advanced Smartsheet Certified User
• Microsoft Power Platform Fundamentals
• ITIL Foundation Certification to demonstrate expertise in service delivery and management.
• CAPM (Certified Associate in Project Management) or PMP (Project Management Professional) certifications.