Application Support Analyst

SUMMARY:
-

POSITION INFO:

SUMMARY:

The Application Support Analyst is responsible for the operational support, maintenance, and enhancement of business-critical applications, including Learning Management Systems (LMS), enterprise platforms, and internal tools. This role ensures system integrity, user support, incident resolution, and continuous improvement across multiple applications. The position requires strong analytical skills, technical proficiency, and the ability to collaborate with cross-functional teams to meet business needs.

KEY RESPONSIBILITIES:

Application & System Support

• Monitor and maintain performance of business applications and platforms
• Troubleshoot and resolve application issues, driving root cause analysis to minimize downtime
• Support integrations with enterprise systems (e.g., HRIS, CRM, Active Directory)
• Collaborate with vendors and development teams for issue resolution and feature enhancements
• Maintain system documentation, compliance records, and disaster recovery plans

User & Course Management (LMS and other platforms)

• Manage user accounts, permissions, and access controls
• Administer course creation, enrollment rules, and notifications
• Provide training and support to power users and business units
• Customize platform features using HTML, CSS, and vendor tools

Reporting & Analytics

• Generate ad hoc and scheduled reports for compliance, performance, and usage
• Analyze data flows and identify opportunities for automation and optimization
• Present findings and recommendations to stakeholders

Process Improvement & Project Coordination

• Identify and implement process and system improvements
• Participate in cross-functional projects and coordinate resources
• Ensure alignment with IT strategy and business objectives

QUALIFICATIONS AND SKILLS REQUIRED:

• Bachelor’s degree in HR, Education, Business Administration, Computer Science, or a related field, and/or equivalent work experience
• At least three (3) years of experience in Learning and Development, particularly with the Docebo LMS platform and/or in business application support and administration
• Proficiency in HTML, CSS, scripting, and debugging code
• Familiarity with ITIL practices and software development lifecycle
• Strong troubleshooting, analytical, and problem-solving skills
• Proficiency in Office 365 (Excel, Teams, SharePoint), Workday HRIS, CRM systems, and Helpdesk ticketing applications
• Ability to read and debug code is essential; coding/development qualifications are advantageous
• Experience in the technology, supply chain, logistics, or freight forwarding industries is a plus
• Excellent verbal and written communication skills, with the ability to interact effectively with all levels of an organization
• Exceptional customer service orientation and team collaboration skills
• Ability to present ideas clearly to business stakeholders and users
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals
• Ability to write routine reports, correspondence, and technical documentation
• Ability to speak effectively before groups of customers or employees

ANALYTICAL AND ORGANIZATIONAL SKILLS

• Strong troubleshooting, analytics, and problem-solving abilities
• High degree of initiative, mature judgment, and discretion
• Excellent attention to detail, organizational skills, and ability to prioritize tasks in a fast-paced, high-pressure environment
• Proven ability to manage multiple, time-sensitive projects while maintaining day-to-day operations