IT Application Support Analyst

Kforce has a client that is seeking an IT Application Support Analyst in Birmingham, AL. Overview: We are seeking two IT Application Support Analyst I professionals to join a high-performing application support team. This role blends technical application support and business analysis responsibilities and is ideal for candidates who enjoy troubleshooting, problem-solving, and collaborating with cross-functional technology teams. The IT Application Support Analyst I serves as a frontline technical resource, reviewing and diagnosing escalated system issues to determine root causes and ensure timely resolution. This position supports both customer-facing and internal banking applications and works closely with engineering and infrastructure teams to resolve complex technical challenges. Key Responsibilities:

• Review, triage, and diagnose incoming support tickets from business units and internal teams
• Determine whether reported issues are system-related, configuration-related, or user-related
• Provide first-level technical analysis for front-end application issues (e.g., login errors, performance concerns)
• Collaborate with backend and infrastructure teams to gather system logs, queries, and technical documentation
• Support both customer-facing and internal enterprise applications
• Analyze application performance issues such as latency, access failures, and system disruptions
• Document findings, resolutions, and technical notes within ticketing systems
• Escalate issues appropriately with detailed technical context
• Participate in an on-call rotation (approximately one week every 7-9 weeks)
• Maintain high productivity in a fast-paced, high-volume support environment (17-100+ tickets per day)
• Some professional experience in IT support, application support, or technical operations
• Ability to analyze and troubleshoot front-end application issues
• Basic understanding of backend systems, including servers, databases, and mainframes (training provided)
• Strong problem-solving and analytical skills
• Ability to manage multiple priorities in a high-volume environment
• Excellent written communication and documentation skills
• Experience working with ticketing or case management systems

Experience with vendor or enterprise systems such as:

• EManager
• Compass Partner Care
• Client360
• Understanding of system performance monitoring and diagnostics

Tools & Technologies:

• Ticketing Systems: ServiceNow, Jira, Quest
• Vendor/Enterprise Systems: Client360, EManager, Compass Partner Care
• Backend Platforms: Servers, databases, mainframes

Preferred Qualifications:

• Previous experience in banking or financial services environments
• Familiarity with mainframe systems
• Experience with ServiceNow, Jira, Quest, or similar ticketing platforms
• Exposure to production support and system triage processes

Work Environment:

• High-volume, ticket-driven support team
• No direct interaction with external customers
• Collaborative, team-oriented environment
• Focused on technical diagnosis and system resolution
• Schedule & On-Call
• Hybrid schedule: Onsite 3 days per week (Birmingham, AL)
• On-call rotation: Approximately 1 week every 7-9 weeks

Employment Details:

• Contract-to-Hire (7+ Months)
• Conversion Salary: To be determined
• Candidates must demonstrate strong performance to earn full-time conversion