Business Application Analyst
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AI Summary
The Business Application Analyst serves as the primary point of contact for application support, triaging tickets and resolving Tier 1 issues across the company's technology stack. They are also responsible for maintaining documentation, performing root cause analysis, and identifying process improvements to reduce recurring support requests.
Role Overview
As the team’s Business Applications Support, you will serve as the first point of contact for business application support across Infinity Home Services (IHS). You will be responsible for triaging incoming requests, resolving routine application issues, maintaining high-quality ticket documentation, and ensuring requests are routed quickly to the appropriate team members.
As an essential part of the team and reporting directly to Sadie Ward the Business Applications Manager, you will be working closely with Business Applications and IT Support, you will help create a consistent, reliable support experience for our brands while improving documentation, standardizing support processes, and identifying opportunities to reduce recurring support requests through training, process improvements, and product enhancements.
You will be part of a very collaborative, very agile team working collectively to fulfill our mission of saving our communities from unscrupulous contractors. We promise an open and transparent environment where you’ll be surrounded by highly intelligent people all working together towards a common goal.
Key
Responsibilities
- Serve as the first line of support for business application requests across IHS brands.
- Share responsibility with IT Support for monitoring incoming support requests by triaging tickets, assigning ownership, setting priority, categorizing requests, and ensuring the unassigned queue remains within established service level agreements (SLAs).
- Resolve routine Tier 1 support requests for internally developed products and business applications across the IHS technology stack (including CRM, Home Builder, Production App, and other supported business applications).
- Partner with IT Support during employee onboarding, offboarding, and role changes by provisioning and deprovisioning application access after core IT account setup or disablement has been completed.
- Escalate complex or non-routine issues to Business Applications leadership and Solutions with complete troubleshooting details, documentation, and reproducible steps.
- Perform root cause analysis on recurring support issues to ensure resolutions address the underlying problem rather than only the immediate symptom.
- Identify trends in support requests by product, process, and user to recommend improvements that reduce recurring issues through training, documentation, automation, or application enhancements.
- Maintain excellent ticket hygiene by ensuring all required information, notes, statuses, and resolution details remain current and complete.
- Meet or exceed first-response and resolution SLA targets while maintaining a high level of customer satisfaction.
- Partner with IT Support to create, maintain, and improve runbooks, knowledge base articles, and standard operating procedures.
- Assist with additional projects and operational initiatives as assigned.
Requirements
- 1–3 years of experience in IT support, application support, help desk, or service desk environments.
- Familiarity with CRM systems and common business applications with the ability to quickly learn the IHS technology stack.
- Strong troubleshooting and triage skills with sound judgment regarding when to resolve independently versus escalate.
- Ability to perform basic root cause analysis and recognize recurring issues, trends, and opportunities for improvement.
- Excellent written and verbal communication skills.
- Experience working within ticketing or project management systems while following defined SLAs and support processes.
- Strong customer-service mindset with the ability to support multiple internal business units professionally.
- Organized, detail-oriented, and able to manage multiple priorities simultaneously.
- Ability to follow documented procedures while helping improve them over time.
- Experience supporting multiple business units or distributed organizations.
- Experience supporting application access and identity lifecycle processes.
- Exposure to CRM administration or business application configuration.
- Interest in workflow automation, documentation, and continuous process improvement.
- Ability to travel up to XX% of the time.
Success in the First 90 Days
- Maintain the application support queue within established SLA targets.
- Independently resolve the majority of routine Tier 1 business application support requests.
- Demonstrate consistent ticket quality with complete documentation and accurate categorization.
- Begin cataloging recurring issues by application, process, and user to identify opportunities for additional training, documentation, or product improvements.
- Build and contribute to a growing library of support documentation and runbooks alongside IT Support.
- Establish trusted relationships with internal users through responsive, professional customer support.
- Become proficient in the core IHS business applications and support processes.
Benefits
- Opportunities for professional growth and development tied to your personal interests
- A transparent, supportive, and collaborative work environment
- The chance to make a positive impact on our communities and the environment
- Competitive: Health, dental, and vision coverage; PTO; Paid Holidays; Life Insurance; 401k with match
About us
Infinity Home Services (“IHS”) was founded by Wisconsin entrepreneurs with a simple but ambitious goal: to raise the standard of residential roofing and exterior remodeling and “Save our Communities from Unscrupulous Contractors.”
Today, we are recognized as a leader in our industry delivering exceptional roofing, windows, and siding installation services using only the most trusted, top‑quality materials.
Our platform brings together a family of respected local brands, empowering each to enhance service delivery, strengthen community presence, and expand market share. We stand behind every job we perform, using top quality materials, best‑in‑class installation practices, and an ongoing commitment to do the right thing.
IHS is rapidly expanding both organically and through strategic acquisitions. As we shape the future of the Home Services industry, we seek ethical, forward‑thinking professionals who bring innovation, integrity, and craftsmanship to their roles. The work we perform directly protects our customers’ most important investment, their homes!
IHS is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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