Job Title: Senior Application Support Analyst
Location: Blue Ash, Ohio (Hybrid)
Job Type: Full-Time
Pay Range: $70,000 - $90,000 (Commensurate with experience)

Your Technical Expertise. Their Independence. Your Best Career Move.

At COA, Senior Application Support Analysts make it easier for care teams to serve older adults and caregivers. You’ll support and optimize our care management platform, CareDirector, and other key systems—so staff can focus on what matters most: helping older adults live safely and independently. All while you enjoy flexibility, trust, and meaningful, mission-driven work.

Job Summary
The Senior Application Support Analyst is responsible for providing comprehensive support, analysis, and system optimization for COA’s care management platform, CareDirector, built on Microsoft Dynamics. In this role, you’ll be a primary point of contact on a collaborative team, resolving technical issues for web-based applications that support service delivery to an elderly population.

You will also support other software systems, monitor trends and data to identify improvements and training needs, and provide training to new and existing users. Throughout your work, you’ll ensure compliance with HIPAA and other regulatory guidelines while delivering outstanding customer service to COA staff.

Essential Functions
Technical Support and System Administration

• Develop a deep understanding of the front-end architecture of the Microsoft Dynamics-based CareDirector platform, ensuring compliance with security and privacy requirements.
• Provide end-user technical support for multiple programs via ticketing systems, email, in-person, and remote assistance.
• Document software issues, user behavior, and technical tasks for bug reports and the knowledge base.
• Perform system administrator tasks, such as adding users and loading data from CSV files.
• Collaborate regularly with internal support and software teams and external vendors as needed.
• Assist in software testing and implementation of new software and platform releases.

User Training and Support

• Provide technical support to all COA staff through multiple communication methods (ticketing system, phone, email, remote tools, and in-person support).
• Conduct training for new and existing users, including:
  • New hire training
  • Problem-specific training
  • Pre-release training
  • New customer implementation onboarding
• Work collaboratively with the Senior Systems Analyst to develop and implement training programs.
• Resolve issues in accordance with established Service Level Agreements (SLAs).
• Troubleshoot complex problems, diagnose issues, and escalate more complex situations as needed.

Documentation and Reporting

• Thoroughly document all issues and resolutions using ticketing systems, databases, spreadsheets, and other required systems.
• Proactively identify trends and recurring issues in support tickets, recognize underlying problems, and engage appropriate teams for timely investigation and resolution.
• Support, develop, troubleshoot, and manage processes, workflows, and reports associated with CareDirector and related programs.
• Correct system data, provide staff training, create training materials, and develop processes for departments as allowed by contractual agreements.
• Communicate with designated business liaisons and help desk staff as identified in maintenance agreements.

Compliance and Project Participation

• Monitor Service Level Agreements (SLAs) to ensure performance in accordance with agreed terms.
• Follow all policies, procedures, and regulations related to system changes, security, maintaining logs, change control procedures, and required reporting.
• Participate in projects and new business initiatives to assist with new software implementation and expansion, including user acceptance testing (UAT) and training.
• Build and maintain assessment forms based on requirements from business analyst teams, and maintain those forms once in production environments.
• Assist with the maintenance and development of departmental policies, procedures, best practices, and other documentation.
• Maintain a professional attitude and appearance while providing outstanding customer service to COA staff.
• Promote and comply with confidentiality and strict adherence to HIPAA regulations.
• Perform work in accordance with COA values, supporting our mission of serving older adults and their caregivers.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, or related field. Associate’s degree with five years of experience is also acceptable.
• 3+ years of experience supporting web-based applications.
• Familiarity with Microsoft SQL, Jira, and system administration basics.
• Strong experience triaging requests via a professional ticketing system is a must.
• Experience in healthcare IT or care management platforms is a plus.
• Experience supporting Microsoft Dynamics CRM is highly preferred.
• Excellent problem-solving skills and basic project leadership and organizational skills.
• Ability to gain knowledge and understanding of program processes in relation to software.
• Self-starter with the ability to work independently, take initiative, and manage multiple competing priorities.
• Willingness to identify and try new approaches.
• Excellent interpersonal communication skills and ability to adapt to frequent change.
• Good oral and written communication skills, excellent active listening skills, and ability to communicate complex technical issues in non-technical terms.
• Ability to understand technical instructions and apply learnings to solve technical problems.
• Ability to collaborate and problem solve both independently and within a team.
• Excellent computer skills, including Windows OS (10/11), M365 applications, and Microsoft Dynamics.
• Ability to travel within the state of Ohio for training.
• Respect for cultural, spiritual, racial, and ethnic beliefs of others.

Why Join COA?

• 50+ years of trusted service supporting older adults in Southwestern Ohio.
• Be part of a mission-driven organization where your technical skills directly support programs that help older adults live safely and independently at home.
• Collaborate in a supportive, team-oriented environment that values learning, innovation, and continuous improvement.
• “I know that the systems I support help our teams deliver better care. It’s rewarding to see my technical work translate into real impact for older adults and caregivers.” — COA Team Member

Benefits That Support Your Life and Purpose

• A hybrid schedule to help you balance work and life.
• Pension plan with 6% annual company contribution to support your long-term financial wellbeing.
• Generous paid time off and 12 paid holidays so you can recharge and stay well.
• Health, dental, and vision insurance to support your physical and financial wellness.
• Professional development opportunities to grow your technical, analytical, and leadership skills.
• Pet insurance and an employee assistance program to support your whole life, not just your work.

Ready to use your technical expertise to make a meaningful impact?
Apply today and help power the systems that support older adults, caregivers, and the mission that makes independence possible.

Alternate titles for enhanced searchability:

Senior Application Support Specialist
Application Support
Technical Support Specialist
Systems Support
Software Support
Application Administrator
System Administrator
IT Support
End-User Support