An Application Support Engineer or Analyst provides technical support for software used at a company or within a business sector. Works as a part of an information technology team, with a specific focus on database management, programming or software platforms. May troubleshoot technical problems, assist new software users, or help to identify technology to improve a company's business performance.
Sr. Director, Enterprise Applications Position Summary Mountville is seeking an Enterprise Applications Support Specialist to join our Enterprise Applications team for 2nd shift. This role is ideal for someone who enjoys helping users, troubleshooting business application issues, learning business processes, and building a career in Enterprise Applications and business systems. The Enterprise Applications Support Specialist serves as the first point of contact for application support requests and works closely with Business Analysts, ERP Systems Analysts, developers, and business stakeholders to ensure our systems effectively support daily operations. This position offers a clear growth path into Business Analyst or other technology-focused roles within the organization. What You'll Do Application Support Serve as a primary contact for enterprise application support requests. Investigate and troubleshoot system issues reported by business users. Document incidents, enhancement requests, and recurring issues. Coordinate resolution of support tickets with internal teams and external partners. Follow up with users to verify successful resolutions. User Assistance & Training Provide day-to-day support to users through manufacturing, customer service, supply chain, finance, and other functional areas. Create and maintain user guides, SOPs, and knowledge base articles. Help coordinate user training and communication for system updates. Testing & Quality Assurance Participate in limited testing of application enhancements, bug fixes, and upgrades. Execute test scripts and document testing results. Assist business users during User Acceptance Testing (UAT). Identify and report defects and ensure appropriate follow-up. Process & Data Support Assist with data validation, cleanup activities, and data quality reviews. Support process improvement initiatives and documentation efforts. Help gather information needed for system enhancements and business requests. Participate in project activities and system deployments as assigned. Team Collaboration Work closely with Business Analysts, ERP Systems Analysts, and technical resources. Participate in daily support reviews and issue triage meetings. Maintain accurate support documentation and status updates. Contribute to continuous improvement of support processes. Preferred Qualifications Required Associate degree or comparable work experience. Strong customer service and communication skills. Ability to learn business processes and enterprise software systems. Strong attention to detail and organizational skills. Ability to manage multiple priorities in a fast-paced environment. Proficiency with Microsoft Office applications. Availability to work 2nd shift. Preferred Bachelor's degree in Business, Information Systems, Computer Science, or related field. Experience supporting ERP, CRM, or business applications. Experience working in manufacturing, distribution, or supply chain environments. Familiarity with Microsoft Dynamics 365, SharePoint, Teams, Power Platform, or similar business systems. Experience with ticketing systems such as Jira, Azure DevOps, ServiceNow or Freshdesk. Characteristics of Success The ideal candidate: Enjoys helping people solve problems. Is naturally curious and eager to learn. Can communicate effectively with both business and technical teams. Takes ownership of issues through resolution. Is highly organized and detail-oriented. Why Join Mountville? You'll have the opportunity to work directly with the team responsible for supporting and enhancing critical business applications across the company. This role provides hands-on exposure to ERP systems, business processes, application support, and digital transformation initiatives while building a foundation for long-term career growth within Enterprise Applications. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
