Platform Support Specialist

Robert Half is actively partnering with an Austin-based client to identify a Platform Support Specialist (contract). In this role, the Platform Support Analyst is responsible for supporting, analyzing, and enhancing enterprise software platforms and integrated business applications. This role partners with end users and internal teams to deliver timely issue resolution, system support, and continuous platform improvements. The analyst may configure, test, troubleshoot, and maintain applications while also contributing to process documentation, knowledge sharing, and team development initiatives. This role is onsite in Austin, Tx. 

Key Responsibilities:

• Provide day-to-day support for enterprise SaaS platforms and related integrated systems.
• Manage incidents, service requests, and system defects to ensure timely resolution.
• Document troubleshooting activities, root cause analyses, workflows, procedures, and system enhancements.
• Develop a strong understanding of business processes to effectively support operational teams.
• Utilize IT service management tools to track and resolve support requests.
• Collaborate with team members to provide cross-functional application support and knowledge sharing.
• Monitor platform updates and communicate system changes, risks, and impacts to stakeholders.
• Translate technical concepts into clear and understandable guidance for non-technical users.
• Administer user access, security permissions, and system account maintenance.
• Work closely with business users and technical teams to resolve support issues and improve system performance.
• Maintain a high level of customer service and professionalism in all verbal and written communications.
• Participate in occasional after-hours support activities as required.
• Deliver user training and assist with adoption of platform features, processes, and best practices.
• Proactively identify opportunities to improve system stability, efficiency, and user experience.
• Support testing and validation efforts related to software updates, patches, and enhancements.
• Serve as a resource for junior team members and provide guidance on complex issues when needed.

Qualifications:

Required Qualifications

Technical Skills & Experience

• Experience supporting enterprise applications in a fast-paced business environment.
• Strong analytical and problem-solving skills with the ability to resolve complex technical issues.
• Experience researching technical documentation, release notes, and vendor-provided resources.
• Ability to contribute to process development and operational improvements within a support team.
• Experience creating and maintaining knowledge base articles, support procedures, and documentation.
• Familiarity with coordinating application updates, enhancements, and vendor-supported changes.
• Experience using IT service management platforms for incident and request tracking.
• Strong troubleshooting and system support capabilities.
• Understanding of user access administration and security best practices.
• Experience testing software upgrades, patches, and application releases.
• Familiarity with documenting business and technical workflows.
• Working knowledge of database concepts and data management practices.
• Business analysis experience preferred.
• Advanced Microsoft Excel skills.

Preferred Experience

• Experience supporting SaaS-based enterprise business applications.
• Familiarity with document management systems and workflow platforms.
• Experience supporting Microsoft Windows environments.
• Exposure to highly regulated industries is a plus.

Education & Experience

• Bachelor's degree in information technology, Computer Science, Business, or a related field; equivalent experience may be considered.
• 3-5 years of experience in IT support, application support, systems analysis, or a related discipline.
• Previous experience leading projects, mentoring team members, or serving as a team lead is preferred.

Contract Benefit Offerings:

• Healthcare (medical, dental, and vision plans)
• 401(k) and retirement plans
• Commuter benefits
• Employee and vendor discounts
• Employee Assistance Program (EAP)
• And many more!

Compensation

About Us

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