Application Support Analyst

We are seeking capable and motivated Application Support Analyst to support and maintain our key business applications, including Student Management Systems (SMS), Learning Management Systems (LMS), CRM systems, and other critical platforms.

This role involves a mix of technical support, incident resolution, system configuration, and project-related work. Depending on experience, the successful candidate may also take on Domain Owner responsibilities for specific applications, acting as a technical escalation point and subject matter expert.

This is a varied and interesting role where no two days are the same, with opportunities to grow and develop deep expertise in our educational systems.

Core Responsibilities

• Provide technical support, administration, and configuration for SMS, LMS, CRM and other business applications.
• Respond to, investigate and resolve service desk tickets efficiently to meet service level agreements.
• Perform data verification & troubleshooting of integrations
• Create training materials and deliver user training.
• Follow change, incident, and problem management processes.
• Identify trends, recurring issues, and contribute to reducing future ticket volume.
• Build and maintain strong stakeholder relationships and communicate effectively.

Additional Responsibilities (Domain Owner)

• Act as Domain Owner for assigned applications — develop and maintain deep understanding of the domain, its integrations, and interactions with other systems.
• Serve as a technical escalation point and provide guidance to team members.
• Lead projects originating from squad or business requirements.
• Participate in vendor-driven updates, testing, and release activities.
• Conduct security assessments, license management, performance monitoring, and system-level configuration.
• Develop and maintain knowledge resources, high-level integration diagrams, and playbooks for the app support team.
• Lead technical response during major incidents, liaising with vendors and developers as required.