[Hiring] Technical Application Support Analyst @CAI

Role Description

We are looking for a Technical Application Support Analyst to provide application support, troubleshooting, maintenance, and operational support for enterprise business applications including Microsoft Dynamics 365, DocuSign CLM, Hyland OnBase, and integration platforms. This position will be a full-time contract and remote.

What You’ll Do

• Provide Tier 2 and Tier 3 support for Microsoft Dynamics 365, DocuSign CLM, Hyland OnBase, and integration tools utilized by the client.
• Troubleshoot and resolve application incidents, service requests, workflow issues, configuration errors, and integration-related problems.
• Conduct root cause analysis for recurring and high-impact issues and recommend corrective actions and long-term improvements.
• Perform application configuration updates, workflow modifications, and system maintenance activities in accordance with change management procedures.
• Collaborate with internal technical teams, business stakeholders, and third-party vendors to resolve escalated issues and support upgrades, patches, and releases.
• Participate in testing activities, including test planning, regression testing, and user acceptance testing support.
• Maintain application documentation, including standard operating procedures, configuration records, troubleshooting guides, and process workflows.
• Monitor application health, performance, and availability, proactively identifying risks and potential service disruptions.
• Support service-level commitments and participate in on-call or after-hours support activities as needed.
• Ensure application reliability, security, and compliance with established government and organizational standards.

Qualifications

• 3+ years supporting enterprise applications in a managed services or multi-client environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to review logs, diagnose technical issues, and collaborate with technical teams to resolve complex problems.
• Knowledge of ITIL processes, including Incident, Problem, and Change Management.
• Excellent written and verbal communication skills with the ability to interact effectively with technical and non-technical stakeholders.

Requirements

• Experience supporting applications within government, regulated, or highly compliant environments.
• Experience with one or more of the following:
  • Microsoft Dynamics 365, particularly Customer Service or case management modules.
  • DocuSign CLM administration, support, or configuration.
  • Hyland OnBase document management, workflow, and system administration.
  • Integration tools and technologies such as Informatica, APIs, or related platforms.
  • Knowledge of system integrations, APIs, and workflow automation related to Dynamics 365 or document management platforms.
  • Basic SQL experience for troubleshooting, reporting, and diagnostic activities.
• ITIL Foundation certification.
• Microsoft Dynamics 365 certification(s).
• Hyland OnBase certification(s).
• DocuSign certification(s) or related credentials.
• Demonstrated customer service focus, attention to detail, adaptability, collaboration, and commitment to quality.

Benefits

• Medical, dental, and vision insurance.
• 401k retirement account access.
• Paid sick leave and/or other paid time off as provided by applicable law.