This position will be working for the firm's Application Support Technology team. The role will primarily focus on supporting Workday and Salesforce, while also supporting other platforms including Tableau, Investran, GTreasury, DocuSign, Box, and others as needed.
The Senior Application Support Engineer ensures stability, performance, and availability of production systems and data pipelines. The individual will work closely with business stakeholders, software development teams, internal IT operations teams, and third-party vendors to troubleshoot and manage production incidents and implement operational improvements.
RESPONSIBILITIES:- Monitor and support production systems, integrations, and data pipelines
- Troubleshoot application, data, and integration issues across enterprise platforms
- Manage and resolve incidents using ITIL based practices
- Support user access, provisioning, and platform administration
- Partner with development teams, business analysts and vendors to resolve issues and implement improvements
- Assist with releases, system upgrades, and environment maintenance
- Respond to business data inquiries and operational support requests
- Maintain documentation and standard operating procedures for recurring issues
- Identify opportunities to improve monitoring, automation, and support processes
- Manage and prioritize support queues (ServiceNow)
- Contribute to business continuity and disaster recovery planning and testing
QualificationsRequired- 5-7 years of experience in application or production support within enterprise environments
- Proven ability to thrive in fast-paced, high-performing team settings
- Strong analytical and troubleshooting skills with a focus on complex multi-system issues
- Experience managing incidents end-to-end and collaborating effectively across cross-functional teams
- Hands-on experience in Workday supporting day-to-day operational activities.
- Candidates without direct Workday experience should demonstrate a willingness to obtain the required certifications and develop skills as a Workday subject matter expert.
- Excellent communication and organizational skills, with the ability to prioritize, assess urgency, and escalate appropriately
- Proactive problem-solver with a focus on reducing recurring issues and improving user experience
- Ownership of case management processes, including coordinating with vendors to escalate and resolve product defects
- Self-motivated and resourceful, with the ability to independently research and troubleshoot issues before escalating
- Strong time management skills with the ability to prioritize and manage multiple support requests effectively
- Demonstrates a proactive approach to learning new technologies and continuously developing technical skills
- Experience working within ITIL best practices
Preferred- Salesforce experience, including administration or data management
- Familiarity with integration tools and job schedulers
- Experience with scripting or BI tools
- Exposure to AWS
- Working knowledge of SQL
- Financial services experience
- Workday Certifications a plus
Compensation: Expected Annual Base Salary $125,000 - $145,000
Actual base salary will be determined by a wide range of factors including but not limited to role, function, level, experience, qualifications and geographic location. In addition to a competitive base salary, this position may be eligible for a discretionary annual bonus based upon factors such as individual impact, team and firm performance. Bain Capital offers a competitive benefits package designed to support employees' health, financial security, family needs, and overall well-being.
