[Hiring] Level 1 Application Support Analyst @Sequoia Connect

Role Description

We are currently searching for a Level 1 Application Support Analyst – Workday & Zip:

• Receive, log, categorize, and prioritize incidents and service requests through the designated IT service management platform.
• Provide initial troubleshooting for login, access, navigation, and basic application functionality issues.
• Guide users through supported Workday self-service tasks and Zip purchasing requests, approval steps, and status inquiries using established procedures.
• Troubleshoot browser and session issues and coordinate SSO or MFA incidents with the appropriate identity support team.
• Fulfill standard service requests within assigned permissions and approved procedures.
• Collect relevant error messages, screenshots, reproduction steps, and business impact before escalating unresolved issues.
• Route configuration, integration, data, and advanced functional issues to Level 2 support, application administrators, or business process owners.
• Maintain ticket ownership and provide timely user updates through resolution.
• Follow agreed service level agreements, escalation procedures, and incident management practices.
• Maintain knowledge articles and identify recurring issues or opportunities to improve self-service.
• Handle employee, supplier, and financial information in accordance with organizational security and confidentiality requirements.

Qualifications

• 2–3 years of experience in a service desk, technical support, or application support role.
• Experience supporting enterprise applications and troubleshooting common web application issues.
• Familiarity with ticketing platforms such as ServiceNow, Jira Service Management, or equivalent.
• Basic understanding of incident management, request fulfillment, prioritization, and escalation.
• Customer service mindset, structured troubleshooting skills, and attention to detail.
• Ability to follow documented procedures and collaborate with technical and business teams.
• High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."

Requirements

• Hands-on experience specifically with Workday or Zip (experience in similar enterprise systems is also highly valued).
• Familiarity with cloud-native foundations or AI coding assistants.
• Advanced Oral English: For seamless collaboration with global teams.
• Advanced Spanish.

Benefits

• Flexible work arrangement available as Remote (Depending on specific project needs).