Application Business Support Operations Analyst

Application Business Support Operations Analyst Denver, CO Job Details Full-time $50,000 - $85,000 a year 1 day ago Benefits Health insurance 401(k) Paid time off Opportunities for advancement Qualifications Jira Knowledge management Order management system Incident management SQL databases Training material drafting Mid-level SQL Patch management Bachelor's degree Release management Customer support ticket management Software documentation B2B Telecommunication ServiceNow Regression testing Systems & applications support CRM system proficiency Cross-functional collaboration Escalation handling Communication skills Cross-functional communication

Full Job Description Application Business Support Operations Analyst Denver, CO Who We Are:

Excelacom is a global consulting and technology solutions firm solving client's complex business and technology challenges through a mix of consulting expertise, telecom-focused software, and managed services within the communications and media industries.

Who You Are:

The L1 Application Business Support Operations Analyst serves as the first point of contact for business users requiring assistance with the Galaxy platform ecosystem (Customer, Project Management, and related modules). This role combines end-user support, incident triage, release coordination, and knowledge management to ensure smooth day-to-day platform operations.

Role and Responsibilities:

User Support & Navigation Assistance Respond to business user inquiries related to Customer order management and Project Management for telecom B2B, and associated platform modules. Guide users through workflows, screen navigation, and feature usage. Resolve common how-to questions and functional queries within defined SLAs. L1 Triage & Incident Management Perform initial triage of reported application issues, classifying by severity, impact, and category. Reproduce and document issues with clear steps, screenshots, and log references. Apply known workarounds including limited data patches for pre-approved, documented fixes. Escalation & Coordination Coordinate triaging and prioritization of unresolved issues with L2 support, development teams, and other cross-functional groups. Maintain clear escalation paths and ensure warm handoffs with complete context. Track escalated tickets through resolution and communicate status back to business users. Release Notifications & Alerts Distribute application release notifications, maintenance windows, and system alerts to impacted business user groups. Coordinate with release management to understand change scope and potential user impact. Support post-release validation by monitoring for user-reported regressions. Training & Knowledge Management Create, update, and maintain training guides, FAQs, quick-reference cards, and known-issue documentation. Identify recurring support patterns and translate them into self-service knowledge articles. Support onboarding of new business users with platform orientation and guided walkthroughs.

Required Qualifications:

Bachelor's degree, preferably in a technical or business-related field 1-3 years in application support, help desk, or business operations support. Familiarity with BSS/OSS platforms, CRM systems, or telecom order management (preferred). Experience with ticketing tools (ServiceNow, Jira, or similar). Strong written and verbal communication skills. Ability to follow structured troubleshooting and data patch procedures. Basic understanding of SQL for data lookup and verification (preferred). Comfortable working across time zones and coordinating with geographically distributed teams.

Compensation and Benefits:

Excelacom offers competitive salaries, health and wellness benefits, 401(k), paid time off, and career growth opportunities. For regular full-time employees, the estimated salary range is from $50,000 to $85,000.

EEO Statement:

Excelacom, Inc. is an equal opportunity employer. Any decision affecting employment, compensation, promotion, or transfer will be based solely on personal qualifications and merit, regardless of sex, race, color, religion, gender identity, sexual orientation, marital status, national origin, disability, age, results of genetic testing, service in the military, pregnancy, childbirth or other related medical conditions or any other factor protected under applicable law. #LI-JH1