Sr. Applications Support Analyst

GIA Overview:

Established in 1931 GIA is the worlds foremost authority on diamonds colored stones and pearls. A public benefit nonprofit institute GIA is the leading source of knowledge standards and education in gems and jewelry. The mission of GIA is to ensure the public trust in gems and jewelry through education research laboratory services and instrument development. This is an exciting time for GIA as the industry and market continue to evolve. As the industry leader GIA is well positioned to leverage these market dynamics for continued future success. GIA seeks dynamic candidates who have a passion for the gem and jewelry industry and who aspire to work in an agile fast-paced organization.

Location:

This position is in Carlsbad California at our corporate headquarters. We offer a hybrid schedule with 3 days in the office (subject to change) provided if metrics such as productivity and the quality of the deliverables are achieved.

The Environment:

• On-site cafe - affordable custom breakfast and lunch meals and Starbucks drinks!

• Economic friendly services - electric vehicle charging stations on-site

• Ergonomic assessments offered on-site and virtually

The Culture:

We foster an environment of autonomy performance and passion. Our team members collaborate extensively across various departments providing high-quality service to internal staff stakeholders and the organization as a whole. We value initiative cross-functional cooperation and a commitment to excellence in all our endeavors.

What to expect:

• We offer competitive medical dental vision and matching 401-K plans (no vesting required)

• Paid vacation sick and holidays tuition assistance commuter benefits

Job Summary:

The Sr. Applications Support Analyst plays a critical role in maintaining the stability performance and reliability of GIAs Laboratory Grading System. The role exists to ensure grading system operators and customers experience minimal disruption through proactive monitoring effective incident management and strong collaboration with technical and business stakeholders. The position bridges application operations infrastructure and business teams to diagnose issues reduce downtime and continuously improve application reliability. Ultimately this role supports GIA to deliver consistent high-quality grading services supported by resilient and well-maintained technology systems.

Essential Duties & Responsibilities:

• 20%-Monitor application health and performance using GIA standard tools; proactively identify escalate and resolve incidents to ensure system stability.

• 15%-Manage prioritize and resolve application support tickets in ServiceNow including stakeholder communication and timely issue resolution.

• 15%-Perform incident investigation and develop Root Cause Analysis (RCA) reports; partner with development infrastructure and security teams to prevent recurrence.

• 10%-Ensure application availability by coordinating planned maintenance outages patching validation and environment changes with cross-functional teams.

• 10%-Develop and maintain strong relationships with laboratory stakeholders to understand business processes technology needs and support requirements.

• 10%-Support application testing for upgrades browser/OS changes and major releases; validate functionality post-implementation.

• 10%-Participate in Disaster Recovery (DR) testing and Business Continuity Planning (BCP) activities to ensure operational resilience.

• 5%-Collaborate with application development and IT teams to improve support models delivery practices and system reliability.

• 5%-Maintain accurate technical documentation knowledge articles and operational procedures; perform other duties as assigned.

Minimum Qualifications:

• Bachelors degree in Information Technology computing or engineering or an equivalent combination of education and experience.

• Minimum of 5 years of related experience in application support or a similar technical operations role. Experience working in high-pressure time-sensitive environments is preferred.

• Strong experience supporting Java-based client/server applications; working knowledge of application integration APIs and n-tier architectures. Experience with OOP languages (Java/C) and scripting (Perl Python or PowerShell).

• Familiarity with laboratory grading or operational technology environments is preferred but not required.

• Demonstrated experience managing production incidents delivering RCAs supporting DR/BCP activities and successfully resolving complex technical issues under tight deadlines.

Job Competencies:

• Strong analytical and problem-solving skills with the ability to perform effective root cause analysis.

• Ability to take ownership and develop subject matter expertise in assigned systems.

• Excellent time management and multi-tasking skills in a fast-paced environment.

• Strong communication skills with the ability to influence and collaborate across all levels of the organization.

• Deep technical knowledge of Linux Systems web/network components and application logging.

• Strong experience working with relational databases; Oracle preferred (querying and scripting).

• Demonstrated customer service mindset with a commitment to high-quality support.

• Flexible and adaptable to changing priorities and operational needs.

• Strong documentation skills for technical and operational processes.

• Ability to work effectively with diverse teams and individuals.

Additional Requirements:

• Ability to work a flexible schedule including evenings and weekends when required.

• Willingness and ability to travel domestically and/or internationally if needed.

• Role is primarily office-based.

Work Environment/Physical Demands:

• Work is performed in a professional office environment.

• Extensive use of computer phone and other standard office equipment.

• Prolonged periods of sitting typing and screen usage are required.

Pay Range: $122-$149K

An Equal Opportunity Employer
All employment decisions are made without regard to unlawful considerations of race sex religion national origin age disability or any other legally protected status. Reasonable accommodations are available upon request.

Disclaimer: This job description indicates in general terms the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.