Application Support Analyst

Our client, an Employer of Choice in the Springfield MA area, is seeking a Application Support Specialist who is responsible for ensuring the stability, availability, and smooth operation of the organization’s production systems and applications. This role plays a critical part in incident response, technical troubleshooting, and supporting end-users across multiple departments. This role works closely with cross-functional teams, vendors, and warehouse operations to resolve issues, enhance system reliability, and support ongoing business initiatives.

This position requires strong SQL capabilities, experience supporting production environments, and an understanding of warehouse management systems (WMS). The individual will be expected to document solutions clearly, contribute to process improvements, and provide insights to prevent recurring issues.

To be clear, this position is contract to hire and reports to their office a minimum of three days per week.

Key Responsibilities

Production System Support

• Ensure continuous availability and performance of critical production systems.
• Respond promptly and efficiently to incidents to minimize business disruptions.
• Troubleshoot and resolve complex technical issues in collaboration with cross-functional teams.
• Serve as a primary support resource for warehouse-related system needs.
• Work with third-party vendors, including situations where vendor responsiveness may vary.

Technical Troubleshooting & SQL

• Write and execute complex SQL queries—including multi-table joins—for problem diagnosis and data investigation.
• Perform detailed root cause analysis and implement preventive measures.
• Support system integrations and evolving technology tools including SQL, Postman, RabbitMQ, and others.

Warehouse Management Systems (WMS)

• Provide support for warehouse operational processes and underlying systems.
• Knowledge of WMS platforms is required; experience with Infios HighJump/Körber WMS is a strong plus.
• Act as a key resource for warehouse users and operational stakeholders.

Documentation & Knowledge Sharing

• Create and maintain clear written documentation, incident records, and system diagrams.
• Contribute to building a robust internal knowledge base to support faster resolution and smoother onboarding.
• Promote best practices to improve system reliability and user experience.

Collaboration & Communication

• Partner with developers, analysts, end-users, and warehouse personnel to resolve issues.
• Communicate clearly and professionally during incidents and troubleshooting efforts.
• Participate in on-call rotations and off-hours incident support as needed.

Qualifications

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Relevant certifications (e.g., ITIL, incident management) are a plus.

Technical Skills

• Strong SQL skills with experience writing complex queries and multi-table joins.
• Experience troubleshooting systems and applications in a production environment.
• Knowledge of Warehouse Management Systems (WMS); HighJump/Körber experience preferred.
• Familiarity with tools such as Postman, RabbitMQ, and related technologies is beneficial.

Soft Skills

• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills for effective end-user support.
• Ability to manage multiple tasks and work in a fast-paced environment.

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