Technical Application Support Analyst

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are looking for a Technical Application Support Analyst to provide advanced 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 onsite in Middletown, PA.

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

What You'll Need

Required:

• Experience supporting enterprise applications in a managed services or multi-client environment

• 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

• 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

Preferred:

• Experience supporting applications within government, regulated, or highly compliant environments

• 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

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.