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IT Applications Support Analyst

Position Summary

The analyst will be responsible for application monitoring, support (L1 and L2), and maintenance needs of the SmartPak application portfolio, including the eCommerce website and all other applications.

This is a new position for SmartPak, as our application developers have been responsible for support to date. Under the supervision of the new manager of this area, responsibilities will be carefully and quickly migrated from other IT team members, so they can focus on other tasks. We are a highly collaborative team located in one office, so this will be a local/onsite team of engaged employees that work closely with the onsite application development team and business teams, instead of leveraging an on/off-shore contractor model. This leads to a great career path potential for a move into our development team.

The ideal candidate for this position will have a deep understanding and hands on experience in handling 24/7 monitoring and support activities for highly-available consumer-facing eCommerce systems. We’re looking for someone with a proactive mindset to ensure the health of the production systems, improve monitoring, and report on the health of the production systems.


Essential Job Functions

  • Perform production system and batch job monitoring and incident/problem management
  • Identify, research, and diagnose production problems such as defects, questionable functions, errors, and inconsistencies in systems functions, outputs, integrations, and content
  • Provide technical leadership in the diagnosis and resolution of production issues
  • Drive root cause on all incidents, avoiding repeat occurrences by partnering with application teams
  • Optimize the availability, reliability, and stability of the SmartPak application portfolio
  • Available for on-call and emergency response as needed; off-hours work may be required
  • Design and develop web applications and tools to improve the supportability of our applications
  • In-depth knowledge of systems with the ability to configure and recommend configuration changes to improve system stability and performance
  • Create documentation to reflect accurate information about system functionality and troubleshooting
  • Act as subject matter expert in supporting and troubleshooting assigned technologies
  • Report on the health of production systems
  • Identify and escalate business and technical opportunities as appropriate
  • Communicate clearly to internal team members, business partners and senior executives
  • Submit detailed records in a timely manner (time sheets, tickets, reports, etc.)


Other Major Duties and Responsibilities

  • Continuous education to understand technologies and troubleshooting approaches
  • Attend and participate in regularly scheduled team meetings
  • Assist with IT projects as needed
  • You may be required to undertake other duties from time to time as we may reasonably require 


  • 3+ years of experience supporting a 24/7 environment in a retail eCommerce or similar business
  • Strong knowledge of eCommerce and web technology development practices, technology, and tooling, including system flow analysis, debug of web logs, and web client troubleshooting tools
  • Strong troubleshooting skills with an ability to quickly diagnose complex production issues
  • Adaptable and flexible working style, remaining calm under pressure, and adjusting comfortably to changing conditions and priorities
  • Ambitious, a highly driven self-starter, with a strong desire to challenge and deliver
  • Able to maintain a high level of professionalism with business stakeholders, vendors and teammates
  • Associates degree or more
  • In-depth, hands-on experience and knowledge of the following is preferred:
  • Windows Server 2008 R2
  • .NET 4.6.1
  • ASP.NET WebForms
  • ASP.NET WebApi 4
  • WPF
  • WCF 4.5
  • MSMQ 5.0
  • SQL Server 2012
  • NCache 4.4
  • Dynatrace 6.3
  • Web Farm Framework 2.1

Apply here

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