Application Support Analyst

• Job Title: Application Support
• Location: Boston, MA
• Duration: 12+ Months

We are seeking a skilled Application Support Engineer with hands-on experience in ProcessUnity and DocuSign administration and support. The ideal candidate will be responsible for providing L2/L3 production support, implementing platform enhancements, managing configurations and integrations, maintaining technical documentation, and overseeing platform upgrades, patches, and releases. This role requires a strong technical background in SaaS application administration, troubleshooting, and platform management.

• Key Responsibilities
• • Provide L2/L3 production support for ProcessUnity and DocuSign applications, resolving complex incidents and service requests within defined SLAs.
• • Investigate, troubleshoot, and perform root cause analysis for application issues and implement permanent resolutions.
• • Design, configure, and implement enhancements in ProcessUnity, including workflows, forms, questionnaires, user roles, permissions, integrations, and platform configurations.
• • Configure and administer DocuSign, including account provisioning, user management, templates, workflows, permissions, and platform settings.
• • Support integrations between ProcessUnity, DocuSign, and other enterprise applications using APIs, SSO, or middleware where applicable.
• • Plan, coordinate, and execute platform upgrades, patches, releases, and maintenance activities with minimal business disruption.
• • Maintain and update platform documentation, including support procedures, runbooks, knowledge articles, configuration documentation, and standard operating procedures.
• • Participate in change management activities, including impact assessments, testing, deployment planning, and post-implementation validation.
• • Monitor platform performance, identify improvement opportunities, and proactively recommend enhancements.
• • Collaborate with business stakeholders, vendors, and offshore support teams to ensure timely issue resolution and successful delivery of platform enhancements.
• • Ensure compliance with organizational security, governance, and change management policies.

• Required Qualifications
• • Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• • 5+ years of experience supporting enterprise SaaS applications.
• • Hands-on experience administering and supporting ProcessUnity.
• • Hands-on experience administering DocuSign (eSignature and/or CLM preferred).
• • Experience providing L2/L3 application support in a production environment.
• • Experience configuring workflows, user roles, permissions, templates, and business processes.
• • Experience managing application upgrades, patches, releases, and production deployments.
• • Strong troubleshooting and root cause analysis skills.
• • Experience working with ITSM tools such as ServiceNow, Jira, or similar.
• • Strong written and verbal communication skills.

• Preferred Qualifications
• • Experience with REST APIs and application integrations.
• • Knowledge of SAML/SSO and Identity & Access Management.
• • Experience with change, incident, and problem management processes (ITIL).
• • Familiarity with enterprise GRC, Vendor Risk Management, or Third-Party Risk Management platforms.
• • Experience working in regulated industries such as Life Sciences, Healthcare, or Financial Services.
• • Experience working in a global onshore/offshore support model.

• Technical Skills
• • ProcessUnity Administration
• • DocuSign Administration (eSignature/CLM)
• • SaaS Platform Administration
• • L2/L3 Application Support
• • Workflow & Configuration Management
• • User and Access Management
• • API & System Integrations
• • Release & Patch Management
• • Incident, Problem & Change Management
• • Root Cause Analysis (RCA)
• • Technical Documentation
• • ITSM Tools (ServiceNow, Jira, etc.)

• Preferred Certifications
• • DocuSign Administrator Certification (preferred)
• • ITIL Foundation Certification
• • Relevant SaaS Platform or Cloud Certifications (preferred)

• Key Competencies
• • Strong analytical and problem-solving skills
• • Customer-focused mindset
• • Ability to manage multiple priorities in a fast-paced environment
• • Excellent communication and stakeholder management skills
• • Strong collaboration skills with cross-functional and global teams
• • Proactive approach to continuous improvement and automation