Title: Senior Application Support Analyst
Location: Hybrid/Remote — Must live in Ohio, Indiana, or Kentucky
Job Type: Full-Time
Pay Range: $70,000–$90,000 (commensurate with experience)
SPECIAL NOTE: We are also looking for a Junior Application Support Analyst if you feel that level may be a more appropriate match for your background. Review the details here. We kindly ask that candidates NOT apply to both positions.
Your Expertise. Their Independence. Your Impact.
At COA, Senior Application Support Analysts make it easier for care teams to serve older adults and caregivers. You’ll lead technical support and system optimization for our care management platform (CareDirector, built on Microsoft Dynamics) and related applications—helping staff focus on what matters most: enabling older adults to live safely and independently at home.
If you thrive at solving complex issues, improving workflows, and elevating the user experience, this role gives you meaningful, mission-driven work with flexibility, trust, and growth.
What You’ll Do
Advanced Application Support & System Administration
• Develop deep expertise in the front-end architecture of CareDirector (Dynamics-based) with strict attention to security and HIPAA privacy requirements.
• Serve as a primary point of contact for end-user support across multiple programs via ticketing systems, email, phone, remote tools, and in-person assistance.
• Perform system administration tasks, including adding users, managing permissions, and loading data from CSV files.
• Collaborate closely with internal software teams, business analysts, and external vendors.
• Support platform releases through testing, validation, and implementation.
Training, User Enablement & Troubleshooting
• Provide targeted training for new hires and existing staff (system onboarding, pre-release training, problem-specific refreshers).
• Work in partnership with the Senior Systems Analyst to design and deliver training programs.
• Troubleshoot complex technical issues, diagnose root causes, and escalate when needed.
• Meet established Service Level Agreements (SLAs) for responsiveness and resolution.
Documentation, Reporting & Process Improvement
• Document issues and resolutions in ticketing systems and maintain knowledge-base materials.
• Identify recurring trends in support tickets and recommend improvements to workflows, forms, or training.
• Support the development, troubleshooting, and maintenance of system processes, workflows, dashboards, and reports.
• Correct data issues, prepare staff instructions, and support department-driven process development.
Compliance, Projects & Configuration
• Follow all security, change control, and reporting procedures to ensure compliance with HIPAA and organizational policies.
• Participate in new business initiatives, software implementations, and user acceptance testing.
• Build and maintain assessment forms and related configurations based on requirements from business analyst teams.
• Contribute to departmental best practices, documentation, and process improvements.
What You Bring
• Bachelor's degree in Information Systems, Computer Science, or related field (or Associate’s degree plus 5 years of experience).
• 5+ years supporting web-based applications.
• Strong experience triaging requests in a professional ticketing system.
• Familiarity with Microsoft SQL, Jira, and system administration concepts.
• Experience supporting Microsoft Dynamics CRM highly preferred.
• Exceptional problem-solving skills, organizational skills, and ability to manage competing priorities.
• Ability to communicate complex technical concepts in clear, non-technical language.
• Strong interpersonal skills and the ability to collaborate across teams.
• Proficiency with Windows OS (10/11), M365 applications, and Dynamics.
• Ability to travel within Ohio for training.
• Respect for cultural, spiritual, racial, and ethnic differences.
What Success Looks Like in This Role
Within your first year, you will:
• Improve ticket response and resolution times through root-cause analysis and better workflows.
• Reduce repeat issues by enhancing training and documentation.
• Build trust with program teams as a go-to technical partner.
• Support one or more successful releases or enhancement cycles with strong UAT participation.
Why COA
• 50+ years of service supporting older adults across Southwestern Ohio.
• A mission-driven environment where your technical work has visible, real-world impact.
• A supportive, collaborative team culture that values learning 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.” — CareDirector USA Team Member
Benefits That Support Your Life and Purpose
• Hybrid/remote schedule for work–life balance.
• Pension plan with 6% annual COA contribution.
• Generous PTO + 12 paid holidays.
• Health, dental, and vision coverage.
• Professional development opportunities.
• Pet insurance and employee assistance programs.
Ready to use your technical expertise to drive 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
