Business Application Analyst

Infinity Home Services (IHS) is a company focused on raising the standard of residential roofing and exterior remodeling. As a Business Application Analyst, you will serve as the first point of contact for business application support, resolving routine issues, maintaining documentation, and collaborating with IT Support to enhance the overall support experience.

Responsibilities:

• Serve as the first line of support for business application requests across IHS brands
• Share responsibility with IT Support for monitoring incoming support requests by triaging tickets, assigning ownership, setting priority, categorizing requests, and ensuring the unassigned queue remains within established service level agreements (SLAs)
• Resolve routine Tier 1 support requests for internally developed products and business applications across the IHS technology stack (including CRM, Home Builder, Production App, and other supported business applications)
• Partner with IT Support during employee onboarding, offboarding, and role changes by provisioning and deprovisioning application access after core IT account setup or disablement has been completed
• Escalate complex or non-routine issues to Business Applications leadership and Solutions with complete troubleshooting details, documentation, and reproducible steps
• Perform root cause analysis on recurring support issues to ensure resolutions address the underlying problem rather than only the immediate symptom
• Identify trends in support requests by product, process, and user to recommend improvements that reduce recurring issues through training, documentation, automation, or application enhancements
• Maintain excellent ticket hygiene by ensuring all required information, notes, statuses, and resolution details remain current and complete
• Meet or exceed first-response and resolution SLA targets while maintaining a high level of customer satisfaction
• Partner with IT Support to create, maintain, and improve runbooks, knowledge base articles, and standard operating procedures
• Assist with additional projects and operational initiatives as assigned

Requirements:

• 1–3 years of experience in IT support, application support, help desk, or service desk environments
• Familiarity with CRM systems and common business applications with the ability to quickly learn the IHS technology stack
• Strong troubleshooting and triage skills with sound judgment regarding when to resolve independently versus escalate
• Ability to perform basic root cause analysis and recognize recurring issues, trends, and opportunities for improvement
• Excellent written and verbal communication skills
• Experience working within ticketing or project management systems while following defined SLAs and support processes
• Strong customer-service mindset with the ability to support multiple internal business units professionally
• Organized, detail-oriented, and able to manage multiple priorities simultaneously
• Ability to follow documented procedures while helping improve them over time
• Experience supporting multiple business units or distributed organizations
• Experience supporting application access and identity lifecycle processes
• Exposure to CRM administration or business application configuration
• Interest in workflow automation, documentation, and continuous process improvement
• Ability to travel up to XX% of the time