Senior Support Analyst Jobs (NOW HIRING)

The Senior Analyst Applications Support serves as an advanced resource for supporting end users of a jail management software platform. This role handles complex workflow issues, mentors junior analysts, and partners with development and product teams to resolve systemic problems and implement enhancements. The Senior Analyst also contributes to process improvement and user training initiatives.

This is a hybrid position (office/home) with a requirement to be based at one of the ViaPath offices:  Dallas, TX or Altoona, PA or Pittsburgh, PA.  Standard work hours with a requirement to work a rotating on-call schedule.

• Lead resolution of complex user issues and workflow challenges.
• Mentor and guide junior analysts on troubleshooting and best practices.
• Analyze recurring issues and recommend process or configuration improvements.
• Perform detailed root cause analysis on recurring issues and document findings.
• Escalate software defects to development teams.
• Gather business process details and customer requirements for enhancement requests and escalate to product teams.
• Create and maintain advanced documentation and training materials.
• Perform moderate SQL queries for data validation and reporting.
• Review application logs to identify errors and assist in troubleshooting.
• Restart services in a Windows environment when necessary.
• Use remote connection technologies (VPN, Remote Desktop) to connect to customer environments.
• Perform environment analysis to diagnose connectivity or performance issues.
• Manage application certificates (adding, creating, and troubleshooting).
• Participate in on-call rotation and provide escalation support.
• Assist with user acceptance testing for new releases.
• Other duties as assigned.

• Bachelor’s degree or equivalent experience in software support or related field.
• 5+ years of experience supporting enterprise software applications.
• Strong SQL skills and ability to analyze data for issue resolution.
• Ability to restart services and perform troubleshooting in Windows environments.
• Experience using remote connection technologies (VPN, Remote Desktop).
• Knowledge of environment analysis and performance troubleshooting.
• Experience managing certificates (SSL/TLS) within application environments.
• Excellent communication, leadership, and analytical skills.
• Experience in corrections or justice-related workflows strongly preferred.
• Ability to manage complex issues and drive continuous improvement.
• Ability and willingness to meet the requirement of working a rotating on-call schedule.

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) – Including vacation and sick time
• Company Holidays
• Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
• Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
• Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.