Position Summary
Huntsville, AL
The IT Applications Support Specialist provides technical, operational, and user support for the company's business-critical applications, with a primary emphasis on HR, payroll, workforce management, timekeeping, scheduling, finance, procurement, and other enterprise SaaS platforms. This role supports day-to-day application operations and longer-term business system improvements by helping users resolve issues, documenting procedures, coordinating with vendors, supporting integrations, and ensuring applications are reliable, secure, and effectively used across the organization.
This position serves as a key bridge between business users, IT, vendors, and system owners. The ideal candidate is comfortable learning new systems quickly, troubleshooting application issues, supporting cloud-based SaaS environments, and translating user needs into clear support actions or escalation paths. Experience with HRIS, payroll, workforce scheduling, ERP, financial, procurement, or public safety applications is highly valuable. Familiarity with platforms such as UKG/Telestaff, ADP, NetSuite, Microsoft 365, Azure, or similar enterprise systems is preferred, but the role is intentionally structured to support changing application needs as the organization evolves.
Position Essential Functions
Application Support & Maintenance:
- Provide Level 2 application support for enterprise business systems across the organization.
- Serve as an escalation point for application-related support issues that exceed standard Helpdesk troubleshooting.
- Support cloud-based SaaS applications used for HR, payroll, workforce management, scheduling, finance, procurement, reporting, and other operational functions.
- Troubleshoot user access issues, application errors, workflow problems, configuration questions, and business process concerns.
- Monitor recurring issues, identify trends, and recommend process or system improvements.
- Coordinate with software vendors, managed service providers, and internal IT resources for escalated technical issues, system defects, outages, upgrades, and configuration changes.
- Support system updates, patches, releases, and new feature rollouts in coordination with business stakeholders.
- Help equip the IT Corporate Team with documentation, knowledge articles, and troubleshooting steps for common application questions.
- Maintain a strong focus on user experience, system availability, accuracy, and timely issue resolution.
- Provide focused support for systems that manage employee data, payroll processes, timekeeping, workforce scheduling, staffing, and related HR operations.
- Assist users with system navigation, access, reporting, workflow questions, and issue resolution.
- Support business process troubleshooting between HR, Payroll, Operations, Finance, and IT.
- Help validate system changes, user access changes, configuration updates, and process impacts.
- Assist with troubleshooting data flow, integration, or synchronization issues between related business systems.
- Support documentation of application workflows, standard operating procedures, and recurring support processes.
- Maintain confidentiality and follow applicable security, privacy, and data protection requirements when supporting employee-related systems.
- Assist with administration and support of cloud-based business applications.
- Support user provisioning, deprovisioning, role assignments, access requests, and permission reviews in coordination with system owners.
- Assist with Microsoft 365, Azure, Entra ID, single sign-on, and related identity or access management tasks where applicable.
- Support application security practices, including appropriate access controls, least privilege, and timely removal of access when users change roles or leave the company.
- Participate in system health checks, application reviews, and improvement efforts.
- Document application configuration details, support procedures, vendor contacts, escalation steps, and known issues.
- Assist with routine reporting, audit support, and evidence collection related to application administration and access management.
- Serve as a professional and customer-focused point of contact for employees needing assistance with business applications.
- Respond to support tickets, questions, and application issues in a timely and organized manner.
- Provide guidance to employees on proper system use, basic troubleshooting, and best practices.
- Create and maintain user documentation, quick reference guides, FAQs, procedures, and knowledge base articles.
- Assist with training for new users, new application features, system changes, and recurring operational processes.
- Communicate clearly with users of varying technical skill levels.
- Escalate issues appropriately while maintaining ownership and follow-through until resolution.
- Assist with application implementations, upgrades, integrations, migrations, and business process improvement projects.
- Collaborate with HR, Payroll, Finance, Operations, IT, and other departments to understand application needs and support requirements.
- Participate in requirements gathering, testing, validation, documentation, and rollout activities.
- Support user acceptance testing and help document issues, defects, enhancement requests, and configuration decisions.
- Assist with data validation, reporting needs, workflow reviews, and post-implementation support.
- Maintain project-related documentation, action items, decisions, and support records.
- Help identify opportunities to improve application reliability, supportability, standardization, and user adoption.
- Maintain accurate support records, procedures, system documentation, and knowledge base content.
- Follow IT policies, change control practices, data protection requirements, and application support procedures.
- Support audit readiness by maintaining clear records of access changes, support activity, configuration updates, and system-related decisions where applicable.
- Assist with documenting application ownership, support responsibilities, vendor escalation paths, and recurring operational tasks.
- Promote consistent support practices across applications and business units.
- Handle sensitive business and employee information with discretion and confidentiality.
- Bachelor's degree in Information Technology, Computer Science, Business Systems, or a related field, or an equivalent combination of education and experience.
- At least 1 year of experience in application support, business systems support, system administration, IT support, or a related technical role.
- Experience supporting enterprise business applications or cloud-based SaaS platforms.
- Strong troubleshooting, analytical, and problem-solving skills.
- Ability to learn new applications, workflows, and business processes quickly.
- Strong customer service orientation with patience, professionalism, and follow-through.
- Excellent written and verbal communication skills.
- Ability to document processes, troubleshooting steps, user instructions, and support procedures clearly.
- Ability to manage multiple priorities, support tickets, and stakeholder requests.
- Understanding of user access management, permission models, and basic application security concepts.
- Familiarity with Microsoft 365, Azure, Entra ID, single sign-on, or identity-based access management concepts.
- Ability to work independently while collaborating effectively with IT, business users, vendors, and system owners.
- Detail-oriented approach to troubleshooting, documentation, testing, and issue resolution.
- Ability to work in a fast-paced, operationally focused environment.
- Experience supporting HR, payroll, workforce management, timekeeping, scheduling, ERP, finance, procurement, or similar enterprise business systems.
- Experience with platforms such as UKG/Telestaff, ADP, NetSuite, Microsoft 365, Azure, Entra ID, or comparable systems.
- Experience supporting SaaS applications in a distributed, multi-site organization.
- Experience working with vendors on escalations, system changes, defects, updates, and support cases.
- Familiarity with integrations, APIs, data flows, file-based imports/exports, or system synchronization concepts.
- Experience creating knowledge base articles, user guides, SOPs, or training materials.
- Familiarity with ITIL, IT service management, ticketing systems, change control, or structured support processes.
- Experience in public safety, fire services, emergency services, healthcare, logistics, field operations, or another 24/7 operational environment.
- Experience supporting applications that handle sensitive employee, financial, or operational data.
- Strong ability to translate business user issues into clear technical troubleshooting steps.
- Ability to communicate effectively with both technical and non-technical audiences.
- Strong organizational skills and attention to detail.
- Ability to prioritize urgent operational issues while continuing to progress routine work.
- Ability to recognize when issues require escalation to vendors, senior IT staff, or business leadership.
- Ability to maintain confidentiality when handling employee, payroll, financial, or business-sensitive information.
- Practical understanding of cloud-based applications, user access, role-based permissions, and support workflows.
- Ability to support both named enterprise applications and future systems adopted by the organization.
- Strong documentation discipline and commitment to repeatable support processes.
- Professional judgment, accountability, and willingness to take ownership of assigned issues.
- Standard office environment with occasional travel or field visits to company locations, fire stations, or operational sites as needed.
- May require occasional after-hours support for urgent or business-critical application issues.
- On-call rotation participation may be required.
- Must be able to work onsite in Huntsville, AL.
- Ability to lift up to 25 pounds occasionally.
Position Disclaimer
This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and perform other job-related duties as assigned by their supervisor. This document provides an overview of the position currently available and is not an employment contract. The company reserves the right to modify position responsibilities or position descriptions at any time.
Employment is at-will, and either party may terminate the employment relationship at any time, with or without cause and with or without notice, within the confines of federal, state, and local law.
The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Compensation: N/A
