Role Title: Production Support & Application Analyst
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
Job Summary:
Serve as a key member of the Production Support team, responsible for maintaining application stability, managing ticket workflows, and partnering with IT and business teams to resolve issues timely and efficiently. This role focuses on operational support, troubleshooting, and continuous improvement of enterprise applications.
Key Responsibilities:
. Own and manage the production support queue, ensuring timely triage, resolution, and escalation of incidents and service requests
. Act as a liaison between business users and IT to restore services and resolve application issues
. Troubleshoot enterprise application issues, perform root cause analysis, and drive resolution
. Analyze system behavior and data to identify trends, recurring issues, and improvement opportunities
. Document incidents, resolutions, standard procedures, and knowledge articles
. Communicate status, risks, and updates to stakeholders in a clear and concise manner
. Collaborate with cross-functional IT teams (development, infrastructure, data) for issue resolution
. Support continuous improvement efforts by identifying gaps in processes, monitoring, and support models
Required Skills & Experience
. 2-4 years of experience in Production Support, Application Support, or IT Operations
. Strong SQL skills for data analysis, troubleshooting, and validation
. Demonstrated critical thinking and problem-solving ability in complex environments
. Ability to work independently as a self-starter with minimal supervision
. Experience managing and prioritizing tickets in an ITSM tool (e.g., Ivanti, ServiceNow)
. Strong documentation and communication skills (technical and business-facing)
. Ability to analyze issues end-to-end across systems and processes
Preferred Qualifications
. Experience supporting enterprise applications (ERP, CRM, or industry-specific systems)
. Familiarity with reporting tools (e.g., Power BI)
. Understanding of ITIL principles (incident, problem, and change management)
Education
. Bachelor's degree in Information Systems, Business, or related field (or equivalent experience)
Key Traits for Success
. Self-motivated and proactive
. Detail-oriented with strong ownership mindset
. Comfortable working in fast-paced, production environments
. Strong collaboration skills across technical and non-technical teams
