Application Support Analyst - Urgent Start

Application Support Analyst - Urgent Start Ascendo Resources - 3.5 Miami, FL Job Details Full-time | Contract $27 - $28 an hour 3 hours ago Qualifications Jira Spanish Incident management English Continuous improvement Confluence ServiceNow Cross-functional collaboration Escalation handling Cross-functional communication

Full Job Description Salary:

$27 - 28 per hour + benefits

Reference:

JWBK We are seeking a driven Application Support Analyst to join our team on a contract basis, starting immediately. This is a fully onsite role — candidates must be local to Miami and available to work onsite five days a week, You must also be bilingual Spanish and English In this role, you will serve as the primary point of contact for production incidents, providing end-to-end incident management, L1 triage, and user support. You'll work cross-functionally with development teams, vendors, and internal stakeholders to ensure swift resolution and continuous operational improvement. Key Responsibilities Act as the main liaison for production incidents — both functional and technical Perform L1 triage, initial troubleshooting, and hands-on user support Manage incidents end-to-end, including escalation to Development teams or third-party vendors Create, track, and manage tickets in ServiceNow and Jira Maintain and update knowledge base documentation in Confluence Coordinate user-impact communications with Helpdesk and internal teams Support change and release activities from an operational perspective Improve escalation quality and reduce ticket misrouting Identify recurring issues and drive proactive, lasting improvements Qualifications 3+ years of experience in application support, production support, or a related IT operations role Fully bilingual in English and Spanish (written and verbal) Hands-on experience with ServiceNow, Jira, and Confluence Strong troubleshooting and cross-team coordination skills Excellent communication skills with both technical and non-technical audiences Solid understanding of incident management and escalation processes Structured, service-oriented, and accountable working style Proactive mindset with a focus on continuous improvement Ability to leverage AI tools responsibly for analysis, communication, and efficiency

Preferred:

Experience in banking or financial services Knowledge of digital channels, authentication, or transaction support Exposure to change/release management processes Experience working with distributed or global teams Familiarity with AI-assisted support or knowledge management tools Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity. Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law. CoralGablesFS