Application Support Specialist

Position Summary

The Application Support Specialist serves as the primary point of contact for business applications across the organization. This role is responsible for providing technical support, troubleshooting application issues, managing user access, supporting business process improvements, and ensuring that enterprise applications meet operational requirements.
The Application Support Specialist works closely with end users, business stakeholders, software vendors, and internal IT teams to maintain application stability, improve user adoption, and identify opportunities for system enhancements and automation.

Key Responsibilities

Environment Support & Administration

• Provide day-to-day support for enterprise applications, including Syspro, SCCM, and in-house solutions.
• Act as first point of contact for business-side AI toolsets (e.g. Claude, Replit, Copilot)
• Troubleshoot and resolve application-related incidents, service requests, and user issues.
• Manage user accounts, permissions, security roles, and access controls.
• Manage Paxiom Group infrastructure maintenance (ESXI, firmware updates, and bare-metal deployments).

Business Process Support

• Develop a thorough understanding of business processes and workflows.
• Assist business users in identifying opportunities to improve operational efficiency through technology.
• Support implementation of process improvements, automation initiatives, and system integrations.
• Work with IT Business Partner to translate business needs into functional requirements for developers, vendors, or technical teams

Incident Management & Problem Resolution

• Serve as the escalation point for complex application issues.
• Conduct root cause analysis for recurring problems.
• Work with vendors and internal technical teams to resolve issues in a timely manner.
• Track and manage incidents through completion while communicating status updates to stakeholders.
• Develop preventative measures to reduce future incidents.

System Enhancements & Projects

• Participate in application implementation and improvement projects.
• Travel to Paxiom Group locations to provide in-person support for key business initiatives.
• Assist with requirements gathering, testing, user acceptance testing (UAT), deployment, and post-launch support.
• Evaluate new technologies, tools, and system enhancements.
• Support data migration, integration, and reporting initiatives.

Qualifications

Education

• Degree or diploma in Information Technology, Computer Science, Information Systems, Business Technology, or a related field.
• Equivalent combination of education and experience may be considered.

Experience

• 3+ years of experience supporting enterprise business applications.
• Experience with ticketing systems, user support, and incident management.
• Experience working with manufacturing, operations, finance, supply chain, and/or service organizations is an asset.
• Familiarity with networking, active directory, virtualization, and/or containerization is an asset.

Technical Skills

• Strong troubleshooting and problem-solving abilities.
• Knowledge of SQL and database fundamentals is an asset.
• Familiarity with system integrations, APIs, and data management.
• Experience with Microsoft 365, Power Platform, reporting tools, and business intelligence platforms.
• Understanding of user access management and application security.