Monitors production applications, services, scheduled jobs, and alerts; responds to user incidents and requests; diagnoses and resolves application issues or escalates them; documents support activity; identifies recurring problems; collaborates with development and support teams; and improves support procedures. Requires onsite work, on-call availability, and weekend coverage.
POSITION SUMMARY:
The Application Support Analyst is responsible for monitoring designated production environments, services and scheduled jobs to ensure applications and systems are optimized and working efficiently.
ESSENTIAL FUNCTIONS:
- Responds to incidents and requests from end users regarding any application issues.
- Analyzes and resolves application issues or escalates as needed.
- Monitors application and alert systems for critical issues and potential problems.
- Identifies and reports on recurring problems or noticeable trends to improve support strategies.
- Keeps detailed records of support requests, solutions applied and resolutions to the documented problem.
- Works with the application development team and other support staff to resolve complex issues.
- Contributes to improvements in support processes and procedures.
- Ability to maintain consistent and regular attendance in accordance with an established schedule.
- Ability to work onsite/in-office in accordance with CCS and department policies and procedures.
QUALIFICATIONS:
- 2-+ years of experience in a related programming or application support position, or 2-year certificate or degree in lieu of experience.
- Experience with programming languages (e.g. C#, JavaScript, C++, etc.) is required.
- Strong understanding of IT principles, software applications, troubleshooting methodologies and some system administration is required.
- Basic familiarity with running SQL statements in a MS SQL Server environment is required.
- Ability to diagnose and solve application issues is required.
- Knowledgeable with software architectures, error analysis and debugging are a plus.
- Able to work, collaborate and communicate with all levels of the organization.
- Must have strong verbal and written communication skills.
- Must be able to work on call and on weekends.
EDUCATION REQUIREMENTS:
- 2-year technical degree or certification, or equivalent experience is preferred.
- High School Diploma or GED is required.
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
