Job Description

Application Support Analyst – Productivity & Collaboration

Position Summary

DPR Construction is seeking an Application Support Analyst to support enterprise productivity, collaboration, and SaaS platforms across the Family of Companies. This role is responsible for providing operational and technical support for digital workplace services, resolving assigned incidents and requests, supporting end-user productivity, and helping maintain platform stability and usability.

The Application Support Analyst supports incidents, requests, access issues, and platform-related support activities. This role works with infrastructure, identity, security, engineering, vendors, and business stakeholders to support Microsoft 365 and approved collaboration platforms including Smartsheet, monday.com, Bluebeam, and related SaaS technologies.

The ideal candidate brings strong troubleshooting skills, operational discipline, customer service orientation, and hands-on experience supporting collaboration or SaaS platforms in a fast-paced enterprise environment.

This role focuses on day-to-day operational support, user experience, issue resolution, and platform enablement activities. It does not serve as the product owner, platform owner, or engineering authority for supported platforms.

Department: Technology & Innovation – Service Management

Responsibilities

Productivity Application Support

- Provide operational and technical support for Microsoft 365 services including Teams, SharePoint Online, OneDrive, Exchange Online, Forms, and approved Power Platform solutions.
- Support collaboration and productivity applications including Smartsheet, monday.com, Bluebeam, and other approved SaaS applications.
- Troubleshoot issues related to application access, permissions, sharing, synchronization, workflows, licensing, provisioning, and usability.
- Support identity and access-related issues involving SSO, MFA, and Microsoft Entra ID integrations for assigned applications.
- Work with engineering, infrastructure, identity, security, networking, vendors, and business stakeholders to resolve application-related issues.
- Manage assigned incidents, requests, access issues, and operational support tasks through resolution within established service levels.
- Escalate complex, recurring, or high-impact issues to the appropriate technical teams or platform owners.

User Support & Application Enablement

- Provide responsive support to help users effectively access and use approved productivity applications.
- Assist users with common application functions, approved usage standards, and available self-service resources.
- Identify recurring user questions, usability challenges, and support trends related to assigned applications.
- Recommend practical improvements to knowledge articles, request processes, support procedures, and user guidance.
- Participate in onboarding, readiness, and support activities for new or updated productivity applications and features.
- Assist with communications and support preparation for application updates, releases, and changes that impact users.
- Contribute to improving self-service resources, knowledge management content, and user support documentation.

Operational Support & Service Management

- Manage and resolve assigned incidents, requests, escalations, and operational support activities through the IT Service Management platform.
- Participate in troubleshooting, service restoration, and escalation activities to support application stability and user productivity.
- Identify recurring issues, operational trends, and improvement opportunities through Problem Management and continuous service improvement practices.
- Support change enablement, release readiness, testing validation, service transition, and operational readiness activities for new or updated applications.
- Create and maintain Change Management records as assigned and in accordance with organizational standards and processes.
- Contribute to SLA adherence, operational reporting, service quality metrics, and support effectiveness initiatives.
- Communicate recurring issues, service impacts, operational risks, and application health concerns to leadership or platform owners as appropriate.

Knowledge Management & Continuous Improvement

- Create and maintain knowledge articles, troubleshooting guides, operational procedures, and support resources aligned with support standards.
- Contribute to consistent documentation practices across support teams and stakeholder groups.
- Identify opportunities to improve support workflows, reduce recurring tickets, improve operational efficiency, and enhance application usability.
- Participate in continuous improvement initiatives focused on application stability, support effectiveness, user support, and operational readiness.
- Maintain awareness of supported application capabilities, updates, common issues, and support practices.

Team Collaboration

- Collaborate with teammates, stakeholders, vendors, and technology partners to improve service quality and operational effectiveness.
- Share knowledge with other Application Support team members to support consistency and team development.
- Participate in team training, operational reviews, and support process improvement activities.
- Escalate technical risks, recurring issues, service impacts, and application support concerns to the appropriate lead, platform owner, or engineering team.
- Maintain and expand technical knowledge of assigned productivity applications, SaaS platforms, and support practices.

Required Qualifications

- Associate’s degree or higher in Information Technology, Computer Science, Business Information Systems, or a related discipline preferred.
- Equivalent work experience may be considered in lieu of formal education.
- 5+ years of Application Support, Digital Workplace Support, End User Support, Service Desk, or related IT operations experience.
- Experience supporting enterprise productivity, collaboration, and SaaS platforms in a production environment.
- Experience supporting Microsoft 365 collaboration and productivity services.
- Experience working within IT Service Management (ITSM) platforms and operational support processes.
- Familiarity with ITIL-based service management practices including Incident, Request, Change, Knowledge, and Problem Management.
- Strong troubleshooting, analytical, and customer service skills.
- Ability to diagnose and resolve issues across collaboration platforms, user workflows, permissions, and productivity services.
- Experience working within defined SLAs, KPIs, or operational performance targets preferred.
- Familiarity with escalation models between Level 2 support and engineering or platform teams.
- Ability to communicate effectively with technical and non-technical users.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong verbal and written communication skills with a customer-focused mindset.
- Ability to work productively in both remote and in-office environments.

Preferred Qualifications

- Experience supporting Smartsheet, monday.com, Bluebeam, or similar SaaS collaboration and workflow platforms.
- Experience with Microsoft Entra ID (Azure AD), SSO, MFA, and identity lifecycle processes.
- Experience with Microsoft Power Platform technologies including Power Automate and Power Apps.
- Familiarity with ServiceNow or similar IT Service Management platforms.
- Experience supporting user adoption, collaboration enablement, or digital workplace initiatives.
- Exposure to digital employee experience, service improvement, or operational analytics initiatives.
- ITIL Foundation certification or equivalent service management experience preferred.

DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets. Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.

Working at DPR, you'll have the chance to try new things, explore paths and shape your future. Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen. We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.