{"schemaVersion":"jobsearcher.job.v1","id":"b3d84491bc52262796838593","url":"https://jobsearcher.com/jobs/b3d84491bc52262796838593","canonicalUrl":"https://jobsearcher.com/jobs/b3d84491bc52262796838593","title":"Sr. Application Support Analyst","description":"OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.\nJob Description:\n\nThe Senior Application Support Analyst is a technical support professional responsible for ensuring optimal performance and reliability of OneSource Virtual's enterprise application platforms. This role requires strong technical expertise in application support methodologies, advanced troubleshooting capabilities, and proven ability to resolve complex technical issues. The Senior Analyst will handle job monitoring, incident triage, ad-hoc analysis, and customer ticket resolution while coordinating with development and product teams. This position combines deep technical expertise with exceptional customer service to ensure platform reliability and customer satisfaction.\nEssential Functions/Duties/Responsibilities\nSet accurate time estimates for support activities and projects assigned within area of expertise and adjacent knowledge areas.\nMaintain accountability for work product, ensuring all support deliverables meet quality standards and customer satisfaction requirements.\nPerform comprehensive job monitoring and system health surveillance for application platforms, proactively identifying performance issues and potential service disruptions.\nExecute incident triage, escalation, and resolution processes while maintaining effective customer communication and expectation management.\nConduct ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.\nCollaborate proactively with development and product teams on upcoming releases, participating in knowledge transfer processes, creating support documentation for new functionality, and ensuring readiness before feature deployment to minimize post-release customer impact.\nResolve customer ticket support operations including investigation, troubleshooting, resolution, and customer communication to ensure timely and satisfactory problem resolution.\nLeverage AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.\nApply established standards and best practices consistently across all support activities, incident management, and customer interactions.\nProvide innovation and process improvement recommendations to enhance support methodologies, reduce resolution times, and improve overall platform reliability.\nMentor associate and staff level teammates on technical troubleshooting, problem-solving approaches, and platform expertise.\nFill information gaps independently to accomplish tasks and work past delivery obstacles to achieve goals.\nDemonstrate ability to succeed under pressure during high-priority incidents and platform outages.\nCompetencies\nStrong technical understanding of enterprise application platforms including system architecture, database operations, integration points, and common failure modes.\nExcellent troubleshooting and analytical skills with ability to conduct complex technical investigations, root cause analysis, and apply simple solutions to complex problems.\nStrong customer service orientation with understanding of how support operations impact customer satisfaction and business relationships.\nIncident management expertise including structured support processes, service level agreements, escalation handling, and prioritization.\nProficiency with monitoring and alerting tools including application performance monitoring, log analysis, and automated incident detection systems.\nRelease collaboration expertise with ability to translate technical specifications into support procedures and build proactive support capabilities for new functionality.\nAbility to understand and explain highly complex technical concepts and mentor team members on technical skills and troubleshooting approaches.\nStrong ability to suggest innovative ways to improve processes, manage multiple support initiatives, and work effectively with other groups and third-parties.\nSupervisory Responsibility\nThis role does not have supervisory responsibilities.\nQualifications and Experience\nBachelor's degree in Computer Science, Information Technology, or related technical field, or 7+ years equivalent experience.\n5+ years of technical support experience with focus on enterprise applications.\n3+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution.\nStrong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.\nExperience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification.\nExperience in Agile software development environments.\nPreferred Skills\nExperience with application performance monitoring tools\nScripting and automation skills in PowerShell, SQL, or similar languages for troubleshooting and process efficiency.\nExperience with AI tools for support enhancement including automated ticket routing, intelligent alerting, and predictive maintenance capabilities.\nCloud platform experience with AWS, Azure, or similar environments including monitoring and troubleshooting cloud-based applications.\nExperience with ticketing systems and knowledge management platforms for efficient case management and information sharing.\nSalesforce experience/certification.\n#LI-REMOTE\nYou are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.","company":"Onesource Virtual","rawCompany":"onesource virtual","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-05T00:13:55.842Z","occupations":[{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Sr. Application Support Analyst","description":"OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions — all in one place.\nJob Description:\n\nThe Senior Application Support Analyst is a technical support professional responsible for ensuring optimal performance and reliability of OneSource Virtual's enterprise application platforms. This role requires strong technical expertise in application support methodologies, advanced troubleshooting capabilities, and proven ability to resolve complex technical issues. The Senior Analyst will handle job monitoring, incident triage, ad-hoc analysis, and customer ticket resolution while coordinating with development and product teams. This position combines deep technical expertise with exceptional customer service to ensure platform reliability and customer satisfaction.\nEssential Functions/Duties/Responsibilities\nSet accurate time estimates for support activities and projects assigned within area of expertise and adjacent knowledge areas.\nMaintain accountability for work product, ensuring all support deliverables meet quality standards and customer satisfaction requirements.\nPerform comprehensive job monitoring and system health surveillance for application platforms, proactively identifying performance issues and potential service disruptions.\nExecute incident triage, escalation, and resolution processes while maintaining effective customer communication and expectation management.\nConduct ad-hoc analysis and investigation of platform anomalies, performance issues, and customer-reported problems to identify root causes and prevent recurrence.\nCollaborate proactively with development and product teams on upcoming releases, participating in knowledge transfer processes, creating support documentation for new functionality, and ensuring readiness before feature deployment to minimize post-release customer impact.\nResolve customer ticket support operations including investigation, troubleshooting, resolution, and customer communication to ensure timely and satisfactory problem resolution.\nLeverage AI tools and automation to enhance support efficiency, automate routine tasks, and improve incident detection and resolution capabilities.\nApply established standards and best practices consistently across all support activities, incident management, and customer interactions.\nProvide innovation and process improvement recommendations to enhance support methodologies, reduce resolution times, and improve overall platform reliability.\nMentor associate and staff level teammates on technical troubleshooting, problem-solving approaches, and platform expertise.\nFill information gaps independently to accomplish tasks and work past delivery obstacles to achieve goals.\nDemonstrate ability to succeed under pressure during high-priority incidents and platform outages.\nCompetencies\nStrong technical understanding of enterprise application platforms including system architecture, database operations, integration points, and common failure modes.\nExcellent troubleshooting and analytical skills with ability to conduct complex technical investigations, root cause analysis, and apply simple solutions to complex problems.\nStrong customer service orientation with understanding of how support operations impact customer satisfaction and business relationships.\nIncident management expertise including structured support processes, service level agreements, escalation handling, and prioritization.\nProficiency with monitoring and alerting tools including application performance monitoring, log analysis, and automated incident detection systems.\nRelease collaboration expertise with ability to translate technical specifications into support procedures and build proactive support capabilities for new functionality.\nAbility to understand and explain highly complex technical concepts and mentor team members on technical skills and troubleshooting approaches.\nStrong ability to suggest innovative ways to improve processes, manage multiple support initiatives, and work effectively with other groups and third-parties.\nSupervisory Responsibility\nThis role does not have supervisory responsibilities.\nQualifications and Experience\nBachelor's degree in Computer Science, Information Technology, or related technical field, or 7+ years equivalent experience.\n5+ years of technical support experience with focus on enterprise applications.\n3+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution.\nStrong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.\nExperience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification.\nExperience in Agile software development environments.\nPreferred Skills\nExperience with application performance monitoring tools\nScripting and automation skills in PowerShell, SQL, or similar languages for troubleshooting and process efficiency.\nExperience with AI tools for support enhancement including automated ticket routing, intelligent alerting, and predictive maintenance capabilities.\nCloud platform experience with AWS, Azure, or similar environments including monitoring and troubleshooting cloud-based applications.\nExperience with ticketing systems and knowledge management platforms for efficient case management and information sharing.\nSalesforce experience/certification.\n#LI-REMOTE\nYou are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.","datePosted":"2026-08-05T00:13:55.842Z","dateModified":"2026-08-05T00:13:55.842Z","hiringOrganization":{"@type":"Organization","name":"Onesource Virtual","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"b3d84491bc52262796838593"},"url":"https://jobsearcher.com/jobs/b3d84491bc52262796838593"}}