Senior Level User Support Analyst Jobs
Senior level user support analyst jobs place experienced professionals in charge of support strategy, escalation ownership, and the teams or projects that keep enterprise systems running smoothly. Roles are concentrated across Technology & Software, Electronics & Hardware, and Banking & Financial Services, with a mix of on-site, hybrid, and remote opportunities, and employers like Collabera, Apple, and Lenovo hiring at this level now.
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Lead UX Designer
Duties and Responsibilities:
- Lead UX strategy and design activities for the OIT program and related applications.
- Support the Launchpad process, including development of user-centered requirements, UX artifacts, workflows, and supporting documentation.
- Conduct user research, stakeholder interviews, workshops, and usability assessments to understand user needs and pain points.
- Develop user journeys, personas, process flows, information architecture, wireframes, prototypes, and high-fidelity designs.
- Translate business and technical requirements into intuitive, accessible, and user-centered experiences.
- Facilitate design sessions with business users and technical teams to validate proposed solutions.
- Establish UX design standards and patterns that can be consistently applied across DGS applications.
- Ensure designs comply with ADA/accessibility requirements and applicable State of Maryland standards.
- Collaborate with product owners, business analysts, developers, architects, and project managers throughout the product lifecycle.
- Review vendor and implementation-partner deliverables to ensure UX requirements and design standards are met.
- Provide UX input into product roadmaps, solution decisions, enhancements, and prioritization.
- Identify usability risks and recommend improvements before solutions move into development or production.
- Maintain UX documentation and design artifacts as a central source of truth.
- Support user acceptance testing and incorporate user feedback into iterative design improvements.
- Ensure UX decisions are based on measurable user and business outcomes rather than technology alone.
- Provide knowledge transfer and continuity as external UX resources transition off the project.
Education and Years of Experience:
Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field. 8+ years of experience in UX/UI design, product design, or a related discipline.
Required Qualifications:
- Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field.
- 8+ years of experience in UX/UI design, product design, or a related discipline.
- Experience leading UX design activities for large-scale enterprise or government applications.
- Strong experience with user research, journey mapping, wireframing, prototyping, and usability testing.
- Experience working in Agile/product-development environments.
- Strong understanding of accessibility and user-centered design principles.
- Experience collaborating with business stakeholders, technical teams, vendors, and senior leadership.
- Strong communication, facilitation, and presentation skills.
- Ability to translate complex business processes into simple and intuitive user experiences.
Preferred Qualifications:
- Delivery management experience
- Experience with government, ERP, or other enterprise systems.
- Experience with State of Maryland or other public-sector IT projects.
- Experience with design tools such as Figma, Adobe XD, Sketch, or equivalent.
- Experience establishing UX standards/design systems for enterprise applications.
- Experience working with accessibility standards such as WCAG and ADA compliance.
Core Competencies
The UX Design Lead will be expected to produce and maintain:
- User personas and stakeholder profiles
- Current-state and future-state user journey maps
- User flows and process maps
- Wireframes and prototypes
- High-fidelity UI designs
- Usability testing plans and findings
- UX requirements and acceptance criteria
- Accessibility assessments
- UX/design standards and patterns
- Launchpad UX documentation
- Design decision documentation
- User research and feedback summaries
- UX recommendations for future product enhancements
Location: Baltimore, MD (Onsite) only Locals
Lead UX Designer
Duties and Responsibilities:
- Lead UX strategy and design activities for the OIT program and related applications.
- Support the Launchpad process, including development of user-centered requirements, UX artifacts, workflows, and supporting documentation.
- Conduct user research, stakeholder interviews, workshops, and usability assessments to understand user needs and pain points.
- Develop user journeys, personas, process flows, information architecture, wireframes, prototypes, and high-fidelity designs.
- Translate business and technical requirements into intuitive, accessible, and user-centered experiences.
- Facilitate design sessions with business users and technical teams to validate proposed solutions.
- Establish UX design standards and patterns that can be consistently applied across DGS applications.
- Ensure designs comply with ADA/accessibility requirements and applicable State of Maryland standards.
- Collaborate with product owners, business analysts, developers, architects, and project managers throughout the product lifecycle.
- Review vendor and implementation-partner deliverables to ensure UX requirements and design standards are met.
- Provide UX input into product roadmaps, solution decisions, enhancements, and prioritization.
- Identify usability risks and recommend improvements before solutions move into development or production.
- Maintain UX documentation and design artifacts as a central source of truth.
- Support user acceptance testing and incorporate user feedback into iterative design improvements.
- Ensure UX decisions are based on measurable user and business outcomes rather than technology alone.
- Provide knowledge transfer and continuity as external UX resources transition off the project.
Education and Years of Experience:
Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field. 8+ years of experience in UX/UI design, product design, or a related discipline.
Required Qualifications:
- Bachelor's degree in UX Design, Human-Computer Interaction, Interaction Design, Information Architecture, Computer Science, or a related field.
- 8+ years of experience in UX/UI design, product design, or a related discipline.
- Experience leading UX design activities for large-scale enterprise or government applications.
- Strong experience with user research, journey mapping, wireframing, prototyping, and usability testing.
- Experience working in Agile/product-development environments.
- Strong understanding of accessibility and user-centered design principles.
- Experience collaborating with business stakeholders, technical teams, vendors, and senior leadership.
- Strong communication, facilitation, and presentation skills.
- Ability to translate complex business processes into simple and intuitive user experiences.
Preferred Qualifications:
- Delivery management experience
- Experience with government, ERP, or other enterprise systems.
- Experience with State of Maryland or other public-sector IT projects.
- Experience with design tools such as Figma, Adobe XD, Sketch, or equivalent.
- Experience establishing UX standards/design systems for enterprise applications.
- Experience working with accessibility standards such as WCAG and ADA compliance.
Core Competencies
The UX Design Lead will be expected to produce and maintain:
- User personas and stakeholder profiles
- Current-state and future-state user journey maps
- User flows and process maps
- Wireframes and prototypes
- High-fidelity UI designs
- Usability testing plans and findings
- UX requirements and acceptance criteria
- Accessibility assessments
- UX/design standards and patterns
- Launchpad UX documentation
- Design decision documentation
- User research and feedback summaries
- UX recommendations for future product enhancements
Location: Baltimore, MD (Onsite) only Locals
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- Banking & Financial Services2
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Senior Level User Support Analyst Jobs: Frequently Asked Questions
How do I get a senior level user support analyst job?
Employers at this level look for candidates who have owned complex support environments end to end, not just resolved tickets. Demonstrating that you have led incident response, built or improved support processes, and mentored junior analysts gives you a clear edge. A strong application highlights measurable outcomes, such as reduced escalation rates or improved resolution times, alongside any cross-functional project leadership you have driven.
Which companies hire senior level user support analysts?
Companies hiring senior level user support analysts right now include Collabera, Apple, and Lenovo, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from mid-size to enterprise organizations that run large internal user bases or customer-facing platforms and need experienced analysts to own the support function rather than simply contribute to it.
Are there remote senior level user support analyst jobs?
Yes, though availability varies by employer and industry. About 9% of senior level user support analyst openings are remote or hybrid as of November 2026, reflecting strong demand for experienced analysts who can operate independently without on-site supervision. Fully remote roles at this level typically require demonstrated ability to coordinate distributed teams and manage escalations across time zones.
What makes a user support analyst role senior level?
Senior level roles are defined by ownership and scope rather than task execution. A senior user support analyst sets support standards, owns escalation paths, drives process improvements, and mentors less experienced team members. They are expected to work with minimal direction, influence cross-functional decisions, and take accountability for support outcomes across a system or department rather than handling individual requests.
Which industries hire the most senior level user support analysts?
Senior Level user support analyst roles concentrate in Technology & Software, Electronics & Hardware, and Banking & Financial Services, based on current listings on Migrate Mate as of November 2026. These sectors tend to run complex, high-volume user environments where experienced analysts are needed to maintain system reliability, enforce support standards, and serve as the escalation authority for teams below them.