Applications Support Senior Analyst

The Senior Application Support Analyst provides advanced technical and functional support for critical business applications and systems, ensuring their availability, stability, and optimal performance. This role combines in-depth technical expertise with a strong understanding of business processes to troubleshoot, resolve, and proactively manage incidents and issues that impact live production environments. Serving as a key liaison between IT and business units, the Senior Analyst is responsible for delivering timely solutions, maintaining service continuity, and communicating effectively with stakeholders at all levels. This position requires sound judgment, excellent problem-solving abilities, and a commitment to providing high-quality support in a fast-paced, deadline-driven environment.

Responsibilities :

• Maintain an up-to-date application inventory, including architecture diagrams, support documentation, and knowledge base content.
• Document and manage application roadmaps and related business processes to ensure alignment with evolving organizational needs.
• Serve as a liaison between business units, IT support teams, and external vendors to coordinate issue resolution, enhancements, and system integrations.
• Provide advanced technical support for applications, operating systems, and associated hardware / software components used across the organization.
• Manage and monitor ticketing systems to ensure timely, accurate logging, resolution, and tracking of user-reported issues and service requests.
• Analyze, troubleshoot, and resolve complex technical problems, escalating to business and IT peers and owners as necessary to ensure service continuity.
• Maintain and update system documentation, user guides, support procedures, training documents, and operational runbooks.
• Support application and infrastructure assessments to ensure systems availability, meet performance, security, and scalability requirements.
• Collaborate with business and IT stakeholders and vendor partners to support and implement system integrations and process improvements.
• Coordinate application upgrades, patches, and maintenance schedules in partnership with vendors, business stakeholders, and technical teams.
• Effectively manage changes to applications and services by supporting and enforcing IT change management processes and protocols
• Deliver customized training and support sessions to business users, ensuring effective application utilization and licensing compliance.
• Generate reports and performance metrics to support analysis, forecasting, and decision-making across departments.
• Recommend and implement strategies and procedures that optimize application performance, enhance workflow efficiency, and improve user satisfaction.
• Support data security practices by maintaining secure user access and data protection protocols.
• Facilitate the onboarding of new hardware and software, including installation, configuration, and user training.
• Manage vendor relationships to ensure licensing compliance, version control, and timely resolution of application-related issues.
• Coordinate application support efforts across onshore and offshore teams to ensure consistent support services delivery.

Requirements :

Preferred Qualifications :

The L.A. Times is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive. This Privacy Notice for Los Angeles Times sets forth how we will use the information we obtain when you apply for a position with us . E xplore our company history, achievement, values, mission and more on our career site .

The pay scale the Company reasonably expects to pay for this position at the time of the posting is $95,000 to $115,000 and takes into account a wide range of factors including but not limited to skill set, experience, training, licenses, certifications, and other business or organizational needs. Compensation will be determined based on the above factors along with the requirements of the position. At the L.A. Times, it is not typical for an individual to be hired at or near the top of the range for the role. Please visit our career site to view the benefits available to our employees. We recommend adding our applicant tracking system domain (@dayforce.com) as a safe sender or contact, sometimes these emails get filtered to candidates' spam folders.

The Company is a mandatory vaccination employer for COVID-19 and its variants. The Company requires that its employees be fully vaccinated as of their start date. If you require a medical or religious accommodation, we will engage in the interactive process with you. Proof of vaccination will be required prior to start. If we make you an offer and you are not yet vaccinated, we will accommodate a delay in start date.