# Application Support Analyst II > iSupport Worldwide · Pasig, Philippines · Full-time · Posted 2026-09-09 **Workplace:** on_site **Department:** Harvard Maintenance ## Description **Position Summary** The Application Support Analyst II is a senior individual contributor responsible for independently supporting and improving business-critical applications. This position owns complex and high-impact issues, leads assigned application projects, designs and reviews business solutions, and mentors Level I analysts. The Analyst II applies strong technical judgment and business-process knowledge to deliver reliable, secure, and supportable solutions. The role works closely with business departments, vendors, and internal technical teams and provides technical leadership without direct supervisory responsibility. **Core Responsibilities** **Complex Application Support and Ownership** - Independently own complex, high-impact, or escalated application issues through resolution. - Coordinate with business stakeholders, vendors, and technical teams to diagnose problems, manage dependencies, and restore service. - Perform root-cause analysis and recommend sustainable corrective actions that reduce recurring issues. - Manage advanced application configuration, access, integration, and production changes while considering business impact, security, testing, and approval requirements. - Communicate issue status, risks, decisions, and outcomes clearly to stakeholders and management. **Application Solutions and Automation** - Translate business requirements into practical, reliable, and supportable application or low-code solutions. - Design, implement, and maintain advanced workflows, forms, and automations using approved platforms. - Support the effective and responsible use of approved artificial intelligence tools and related business solutions. - Review solutions developed by Level I analysts and business power users for quality, security, reliability, maintainability, and alignment with standards. - Determine when a request requires additional development, vendor assistance, or involvement from another technical team. **Projects and Change Leadership** - Lead small and medium-sized application projects, upgrades, migrations, integrations, and process-improvement initiatives from requirements through post-implementation support. - Define scope, requirements, timelines, dependencies, risks, responsibilities, and success criteria for assigned initiatives. - Coordinate business stakeholders, vendors, and technical resources to keep work progressing and resolve project obstacles. - Lead testing, implementation readiness, deployment, and transition-to-support activities. - Ensure solutions meet business requirements and are properly documented, supported, and adopted. **Mentoring and Continuous Improvement** - Mentor Level I analysts through coaching, knowledge sharing, troubleshooting guidance, and solution reviews. - Help establish consistent support practices and promote appropriate escalation and change-management processes. - Identify recurring issues, service gaps, documentation needs, and opportunities to improve applications or business processes. - Create and review support documentation, training materials, and knowledge resources. - Monitor support trends and solution outcomes and recommend improvements to service quality, reliability, and user experience. - Assist the manager with prioritization, workload coordination, and technical recommendations when requested. **Expected Outcomes** The Application Support Analyst II is expected to: - Resolve complex application issues with clear ownership, sound technical judgment, and effective stakeholder communication. - Deliver assigned projects and system changes with appropriate planning, testing, risk management, and documentation. - Develop and review solutions that are reliable, secure, maintainable, and aligned with business needs. - Reduce recurring incidents by identifying root causes and implementing sustainable improvements. - Strengthen the capabilities of Level I analysts through consistent mentoring and knowledge sharing. - Provide stakeholders with timely, accurate information about issues, risks, decisions, and results. ## Requirements **Required Qualifications** - Associate degree in Information Technology, Computer Science, Business Systems, or a related discipline, or equivalent relevant experience. - Three or more years of experience supporting enterprise applications, business systems, or low-code solutions. - Demonstrated ability to independently diagnose and resolve complex application and integration issues. - Experience leading application projects, implementations, upgrades, migrations, or significant system changes. - Hands-on experience developing and supporting solutions using Microsoft Power Automate and Microsoft Forms or comparable platforms. - Experience gathering requirements, analyzing business processes, coordinating testing, and managing implementation risks. - Working knowledge of application configuration, user access, security concepts, change management, and data relationships. - Ability to analyze application data using tools such as Microsoft Excel and read-only SQL queries. - Ability to mentor less-experienced analysts and provide constructive technical guidance. - Strong written and verbal communication skills, including the ability to explain technical matters to nontechnical audiences. - Strong organizational, analytical, and customer-service skills. - Ability to manage multiple priorities independently and escalate risks or decisions appropriately. **Preferred Qualifications** - Experience supporting enterprise systems in areas such as ERP, workforce management, timekeeping, payroll, customer relationship management, facility inspection, work-order management, or financial planning. - Experience with business platforms such as Jira, Confluence, Smartsheet, HubSpot, Adaptive Planning, or Samsung Knox. - Experience supporting approved generative AI tools such as ChatGPT or Claude. - Familiarity with Microsoft 365, Active Directory, APIs, secure file transfers, application logs, scripting, or advanced SQL. - Experience with root-cause analysis, deployment planning, system cutovers, and application-support metrics. - Experience supporting a geographically distributed workforce or working in the security, facilities, or service industries. ## Benefits ### Why you'll love it here? - Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts. - Access to an onsite gym with a complimentary professional fitness instructor. - Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000. - Weekly employee engagement activities with prizes of up to ₱3,000. - Free upskilling academy to support career growth and professional development. - State-of-the-art office facilities and modern workstations. - Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms. - Fun, collaborative, and employee-focused work environment. ## Apply [Apply at iSupport Worldwide](https://apply.workable.com/isupport-worldwide/j/067DD025DA/apply) --- Powered by [Workable](https://www.workable.com)