Application Support Analyst

Application Support Analyst

Job Category: Information Technology

Full-Time

Hybrid

Location: North Kingstown, RI 02852, USA

Description

Ocean State Job Lot ("OSJL" or the "Company") is a dynamic $850+ million general merchandise retailer with a strong foothold across the Northeast and Mid-Atlantic. With over 170 stores currently and ambitious plans to reach 180 locations, OSJL offers exciting opportunities for growth and contribution. We are an opportunity-driven retailer owning over 50% of our operating locations, totaling 8 million square feet, demonstrating our stability and long-term vision. At OSJL, you will be part of a team committed to delivering exceptional value to our customers while driving positive change and a more responsible future for retail within our communities.

The IT Application Support Analyst 1 role at Ocean State Job Lot ("OSJL" and "Company") is responsible for managing assigned SaaS and on-premise enterprise applications, functioning as an application subject matter expert ("SME") within a production environment, and ensuring that application service maintains reliable through proactive monitoring, structured incident and problem management, disciplined change execution, and close vendor collaboration. The role operates as part of the IT service delivery model, supporting both steady-state operations and controlled application evolution.

Key Responsibilities:

Application Ownership & Production Operations

• Own the day-to-day operational support of assigned enterprise applications, acting as the primary technical and functional support resource.
• Provide Tier 2/3 production support, resolving complex incidents and service disruptions that impact business operations.
• Perform root cause analysis and contribute to problem management activities to drive long-term service stability and reduction of repeat incidents.

Application Stability, Configuration & Lifecycle Management

• Monitor application health, availability, and performance to ensure alignment with operational expectations and business requirements.
• Plan, coordinate, and execute application patches, upgrades, and vendor releases in accordance with change and release management standards.
• Maintain and govern application configurations, including user access, security roles, and system parameters, to ensure compliance with internal controls and security policies.

Documentation, Runbooks & Knowledge Enablement

• Develop and maintain technical documentation, operational runbooks, and application support procedures.
• Create and execute test plans and test scenarios to validate releases, enhancements, and configuration changes.
• Ensure knowledge artifacts are accurate, current, and structured to support operational continuity and support scalability.

Project, Release & Change Enablement

• Act as an application SME throughout project lifecycles, including solution design review, system build, testing, and deployment.
• Execute functional, integration, and regression testing to validate system behavior before production deployment.
• Enforce change management practices to ensure controlled, auditable, and low-risk changes to production environments.
• Effectively prioritize operational workload alongside project deliverables across multiple application platforms.

Vendor, Integration & Data Support

• Serve as the primary technical liaison with application vendors, managing support cases and driving timely resolution of production issues.
• Apply working knowledge of application data models, file specifications, and interfaces to support troubleshooting and data validation.
• Support and diagnose application integrations and data exchange processes in collaboration with vendors and internal engineering teams.

Service Management & Operational Compliance

• Execute incident, problem, and request workflows in accordance with documented SOPs.
• Maintain accurate ticket documentation and ensure adherence to defined Service Level Agreements.
• Participate in continuous improvement initiatives to enhance application reliability, supportability, and service quality.

Qualifications:

• 3 or more years of IT experience supporting two or more enterprise business applications as a primary SME is required.
• Associate or Bachelor's degree in Information Technology or equivalent professional experience is required.
• Strong working knowledge of SaaS and client-server application platforms is required.
• Demonstrated experience supporting production systems with multiple integrations is required.
• Experience creating and executing test scenarios for application releases and enhancements is required.
• Proficiency with Google Workspace (Docs, Sheets, Slides, Drive, Sites) is required.
• Experience supporting application implementations or major system upgrades is preferred.
• Familiarity with IT service management practices (incident, problem, change, and release management) is preferred.
• Experience or knowledge of core network and identity access control fundamentals in an enterprise environment is preferred.
• Experience collaborating with third-party vendors and cross-functional technical teams is preferred.

Work Environment:

• Works primarily in a climate controlled environment with minimal safety and health hazard potential.
• Works in an office environment remaining stationary at a desk, table, or computer workstation for extended periods of time. Frequently uses near vision for reading and computer tasks.
• Hybrid work option: Some work may be completed outside of the Company locations, with at least three (3) days a week in the Corporate Office. The role is responsible for setting up a professional and ergonomically safe work environment and to be available during working hours. Hybrid work options are not guaranteed and are subject to change at any time based upon Company policy, associate performance and business needs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The annual salary range for this position is $60,000 - $70,000. Salary commensurates with years of experience.

#INDCORP

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position. Leadership has the right to revise this job description at any time. The job description is not a contract, either express or implied. You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.

OSJL Featured Total Rewards & Perks:

• Competitive Paid Time Off (PTO)
• Comprehensive Health Coverage: Including but not limited to Medical, Dental, Vision, and much more.
• 401K Program
• Flexible Spending Account (FSA)
• Tuition Reimbursement
• Associate Store 30% Discounts
• Enjoy complimentary access to OSJL-owned vacation properties, along with discounted gym memberships and 20% off at OSJL affiliated restaurants.
• Free lunch Fridays

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 notice from the Department of Labor.