[Hiring] Application Analyst @RWS Group

Role Description

The Application Specialist, Production Enablement, plays a key role in the Product & Technology (P&T) organization, responsible for supporting, maintaining, and administering critical production applications, with a primary focus on the Helix and Workzone platforms. Success in this role means gaining a deep understanding of our support application portfolio and working closely with Application Analysts, Development teams, and Product and Delivery Managers to ensure operational excellence.

The ideal candidate is a proactive, mid-level professional who can administer maintenance activities, manage 2nd and 3rd level support workflows, and serve as a vital liaison to the primary Support team.

Key Responsibilities

• Application Support & Portfolio Maintenance
  • Develop and maintain a strong functional and technical understanding of the company's support application portfolio, primarily focusing on Helix and Workzone.
  • Actively participate in 2nd and 3rd level support activities within the team.
  • Partner with Senior Application Analysts and Developers to troubleshoot complex application errors and identify permanent fixes.
• Support Liaison & Incident Management
  • Act as the primary liaison and connection point between the front-line Support team and 3rd-level engineering support.
  • Ensure critical support incidents are properly escalated, tracked, and communicated back to the Support team.
  • Participate in root cause analysis (RCA) activities for recurring issues and assist in implementing preventive measures.
• Work Tracking & Collaboration Systems
  • Maintain and continuously improve the team's work tracking system (Jira), ensuring all work is consistently tracked, accurately documented, and provides clear visibility of progress and priorities.
  • Maintain accurate and up-to-date documentation, including system guides, runbooks, and support knowledge bases within Confluence.
• Cross-Functional Collaboration
  • Work closely with P&T Product and Delivery managers to align on release schedules, upcoming system updates, and maintenance windows.
  • Coordinate tasks and keep the development team updated on high-priority production bugs and support priorities.
  • Help translate operational feedback from support teams into clear insights for Product and Delivery managers.
• Documentation & Continuous Improvement
  • Document technical support workflows, troubleshooting procedures, and application configuration guides.
  • Proactively identify areas within the support workflow that can be automated or streamlined.
  • Create and update user documentation to ensure effective adoption of system changes.

Qualifications

• 3+ years of experience in an Application Specialist, Support Specialist, Application Analyst, or similar IT support/operational role.
• Proven experience in administering and coordinating 2nd and 3rd level application support workflows.
• Experience working with Jira and Confluence desired but not essential.
• Experience working closely with development teams, support teams, and project/delivery managers in a collaborative environment.

Requirements

• Technical Skills
  • Strong familiarity with web application architectures and troubleshooting; experience supporting platforms like Helix, Workzone, or similar enterprise business solutions is highly preferred.
  • Strong understanding of ITIL-based processes for Incident, Problem, and Change Management.
  • Proficiency in technical writing with a track record of creating clear, structured documentation and standard operating procedures (SOPs).
• Soft Skills
  • Excellent organizational and workload management skills, with the ability to manage multiple tracking tasks simultaneously.
  • Outstanding communication and interpersonal skills, essential for acting as a collaborative bridge between support, engineering, and management.
  • A proactive, helpful, and service-oriented mindset with a strong sense of ownership over team processes.
  • Strong analytical and troubleshooting abilities under operational pressure.

Education

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience.

Benefits

• If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.
• Our purpose is to unlock global understanding, recognizing the value of every language and culture.
• We celebrate difference, are inclusive, and believe that diversity makes us strong.
• We want every employee to grow as an individual and excel in their career.

Company Description

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation.