Application Support Specialist

Major Responsibilities: Primary responsibilities include but are not limited to: Provide timely L1 and L2 application support by troubleshooting, diagnosing, and resolving issues across IRC productivity tools and supported systems, ensuring minimal disruption to users. Perform routine maintenance and continuous improvement activities on supported systems in coordination with Associate Director of Application Support and relevant stakeholders. Configure and administer projects and workspaces in Jira, Monday.com, and other project management platforms, including user provisioning, access management, workflow configuration, and board creation. Input into Atlassian ecosystem architecture decisions and setup and support migration to new tools in the ecosystem. Under the direction of the Associate Director of Application Support, provide guidance to global IT staff on how to respond to and escalate incidents. Collaborate with IRC users to gather feedback and understand the arising needs on the use of relevant applications and communicate this information to appropriate stakeholders. Plan and deliver user enablement sessions, including webinars, in-person trainings, and virtual meetings, to support effective use of enterprise applications. Build and maintain a knowledge base and technical documentation of commonly encountered issues including but not limited to Quick Resource Guides, Troubleshooting tips and functionality of supported applications. Report on and analyze incident trends across different regions and different user groups within the organization. Escalation of application issues to the required support groups, Business System Managers, Vendor Partners or Enterprise Technology Experts. Key Working Relationships: Position Reports to: Associate Director, Application Support Position directly supervises: Non-managerial position Other Internal and/or external contacts: Internal: Enterprise Applications Team, Project Management Team, Business Relationship Team, Application users External: Software and system vendors, including Microsoft, Box, Zoom, Atlassian Job Requirements: Experience Requirements Minimum 2-3 years of IT and business/industry work specializing in support of Microsoft Products and other industry standard services