We're looking for an Application Support Analyst who enjoys solving problems, helping users, and learning how business applications work behind the scenes.
This role will support a mix of day-to-day application issues, ticket management, user administration, documentation, and project work. Applied Epic experience is helpful, but it is not required for someone who has strong application-support experience, learns quickly, and is comfortable troubleshooting unfamiliar systems.
What You'll Be Doing
Application Support & Troubleshooting
- Investigate and resolve functional and technical issues within enterprise business applications.
- Troubleshoot problems involving workflows, system access, user visibility, configuration, and application behavior.
- Work directly with users to understand issues, identify root causes, and determine the appropriate resolution.
- Validate system functionality after releases, configuration changes, integrations, or updates.
- Escalate more complex issues when they require deeper technical or cross-functional support.
What We're Looking For
- Application support experience hands-on experience supporting, troubleshooting, or administering a business or enterprise application. Applied Epic is not required if the candidate has strong technical aptitude and can learn new systems quickly.
- Ticket queue management experience experience personally managing incidents, service requests, or help desk tickets in ServiceNow or a comparable platform; understanding how to prioritize, manage SLAs, document resolutions, and balance multiple requests.
- Strong troubleshooting/problem-solving ability able to investigate application issues, identify the cause, determine an appropriate solution, and know when escalation is necessary.
- Self-starter / learning agility motivated, proactive, comfortable figuring things out, and able to learn unfamiliar applications without needing constant direction.
- User-facing communication skills comfortable working directly with end users, explaining technical issues clearly, and maintaining a professional presence in a remote environment.
- Documentation discipline able to create or update Knowledge Base articles, SOPs, troubleshooting guides, and user support documentation when new issues or solutions arise.
- Ability to prioritize a high-volume workload and manage multiple requests at the same time.
- Comfortable working independently in a remote environment while knowing when to ask for help or escalate an issue.
- Proactive, motivated, and willing to take initiative.
Nice to Have
- Hands-on Applied Epic support experience.
- ServiceNow experience.
- Application administration experience involving user setup, permissions, security/access, workgroups, or similar functions.
- Experience with minor application configuration or workflow changes.
- Experience supporting software upgrades, testing, releases, or system enhancements.
- Insurance / P&C industry experience.
- Comfortable using AI tools for productivity, problem-solving, documentation, communication, or process improvement.
- Mountain or Pacific time zone location is helpful for team coverage, but not required.
Work Environment
- Fully remote.
- 40/hour work week; Approximately 8:00 AM–5:00 PM based on local time zone, with some flexibility.
- U.S.-based team supporting users across the U.S. and Canada.
- Candidates in Mountain or Pacific time zones may be especially helpful for broader coverage.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
