Application Support Analyst

The Application Support Analyst provides administration, support, maintenance, and continuous improvement for enterprise business applications and related systems. This role supports system reliability, security, and operational efficiency by assisting with daily application support activities, troubleshooting issues, maintaining integrations, and supporting workflow improvements across business functions.

The Application Support Analyst serves as a liaison between business stakeholders, IT, and external vendors to support application performance, resolve user issues, and promote effective system utilization. This position operates as an individual contributor responsible for supporting business-critical applications and contributing to operational stability and process improvement initiatives.

Responsibilities:

• Provide technical and functional support for enterprise, business-critical applications, operating systems, and related hardware/software components.
• Maintain a comprehensive application inventory, including architecture diagrams, technical specifications, support documentation, and knowledge base content.
• Manage and monitor enterprise ticketing systems to ensure accurate logging, timely resolution, and trend analysis to proactively identify recurring issues and drive continuous improvement.
• Serve as a key liaison between business units, IT support teams, and external vendors, coordinating issue resolution, system enhancements, and complex integrations.
• Develop, maintain, and update system documentation, user guides, training resources, and operational runbooks to support end-users and IT teams.
• Coordinate and oversee application upgrades, patches, and maintenance schedules, ensuring minimal disruption to business operations.
• Serve as the primary contact for user support requests, troubleshoot system issues, perform root cause analysis, and resolve incidents in a timely manner while escalating complex matters as appropriate.
• Configure and maintain application settings, security roles, workflows, user access, and system controls to support business operations and data security requirements.
• Monitor application performance, coordinate testing, and execute system updates, patches, and enhancements to maintain stability and optimize functionality.
• Support integrations between enterprise applications and systems, ensuring accurate data flow, interface reliability, and timely issue resolution.
• Partner with business stakeholders to gather requirements, evaluate enhancement requests, and translate business needs into practical system solutions.
• Lead or support user acceptance testing, implementation activities, and post-deployment stabilization for upgrades, new modules, and related technology initiatives.
• Develop and maintain process documentation, configuration records, knowledge base articles, training guides, and change management materials.
• Deliver end-user training, onboarding support, and ongoing guidance to improve system utilization, reporting capabilities, and adoption of best practices.
• Identify opportunities for automation, reporting enhancements, and process improvements using available tools such as Workato, Power BI Platform, or related technologies.
• Utilize AI tools and low-code workflow builders to automate repetitive IT tasks, process mapping, and enhance operational efficiency.
• Manage vendor relationships to ensure effective support, licensing compliance, version control, and timely resolution of escalated issues.
• Support IT change management and operational support processes by documenting changes, coordinating testing activities, and assisting with implementation efforts.
• Prioritize and manage assigned workload independently while collaborating with cross-functional teams to support business operations and service continuity.
• Other duties as assigned.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems and 4+ years of progressive experience supporting enterprise or business-critical systems within complex multi-system environments (e.g., CMS, MAM, ERP, CRM, or custom platforms) OR 6+ years of progressive experience supporting enterprise or business-critical systems within complex multi-system environments (e.g., CMS, MAM, ERP, CRM, or custom platforms) .
• Strong understanding of cross-functional business processes across multiple departments and ability to support related business applications and workflows.
• Experience with application troubleshooting, incident management, root cause analysis, and user support in a business-critical environment.
• Experience supporting system integrations, data imports/exports, APIs, middleware tools, or related interface technologies.
• Proficiency with reporting and analytics tools such as Power BI, SQL, or equivalent reporting platforms.
• Strong documentation, organization, and project coordination skills with the ability to manage multiple priorities simultaneously.
• Ability to explain technical concepts clearly to non-technical users and business leaders.
• Experience working independently with sound judgment while collaborating effectively across departments.
• Demonstrated ability to support operational stability, resolve user issues efficiently, and contribute to process improvements within an application support environment.
• Media industry experience, certification, or professional membership are a plus.

Preferred qualifications:

• Working knowledge of enterprise applications across content management, customer/advertising systems, production workflows, operational platforms and data/reporting platforms.
• Experience with middleware integration and automation platforms (such as Workato, MuleSoft, Boomi, etc.) or similar integration frameworks and iPaaS solutions.
• Proficient with Google Workspace collaboration applications and experience with cloud-based environments (e.g., Google Cloud Platform, AWS, Azure).
• Prior experience supporting media, publishing, manufacturing, or multi-entity business environments.
• Exposure to project management methodologies such as Agile, Scrum, or ITIL service management practices.
• Experience supporting SaaS platforms, enterprise application lifecycle activities, or cross-functional business systems within a fast-paced operational environment.

The L.A. Times is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive. This Privacy Notice for Los Angeles Times sets forth how we will use the information we obtain when you apply for a position with us. Explore our company history, achievement, values, mission and more on our career site.

The pay scale the Company reasonably expects to pay for this position at the time of the posting is $90,000 to $95,000 and takes into account a wide range of factors including but not limited to skill set, experience, training, licenses, certifications, and other business or organizational needs. Compensation will be determined based on the above factors along with the requirements of the position. At the L.A. Times, it is not typical for an individual to be hired at or near the top of the range for the role. Please visit our career site to view the benefits available to our employees. We recommend adding our applicant tracking system domain (@dayforce.com) as a safe sender or contact, sometimes these emails get filtered to candidates' spam folders.