GIA (Gemological Institute of America) · 14 hours ago
Sr. Applications Support Analyst
New York, NY
Full-time
Onsite
Mid, Senior Level
$109K/yr - $149K/yr
5+ years expGIA (Gemological Institute of America) is dedicated to maintaining the stability and performance of its Laboratory Grading System. The Sr. Applications Support Analyst ensures minimal disruption for grading system operators and customers through proactive monitoring, effective incident management, and collaboration with technical and business stakeholders.
Non-profit Organization Management
Responsibilities
Monitor application health and performance using GIA standard tools; proactively identify, escalate, and resolve incidents to ensure system stability
Manage, prioritize, and resolve application support tickets in ServiceNow, including stakeholder communication and timely issue resolution
Perform incident investigation and develop Root Cause Analysis (RCA) reports; partner with development, infrastructure, and security teams to prevent recurrence
Ensure application availability by coordinating planned maintenance, outages, patching validation, and environment changes with cross-functional teams
Develop and maintain strong relationships with laboratory stakeholders to understand business processes, technology needs, and support requirements
Support application testing for upgrades, browser/OS changes, and major releases; validate functionality post-implementation
Participate in Disaster Recovery (DR) testing and Business Continuity Planning (BCP) activities to ensure operational resilience
Collaborate with application development and IT teams to improve support models, delivery practices, and system reliability
Maintain accurate technical documentation, knowledge articles, and operational procedures; perform other duties as assigned
Qualification
Required
Bachelor's 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
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)
Demonstrated experience managing production incidents, delivering RCAs, supporting DR/BCP activities, and successfully resolving complex technical issues under tight deadlines
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
Ability to work a flexible schedule, including evenings and weekends when required
Willingness and ability to travel domestically and/or internationally, if needed
Preferred
Experience working in high-pressure, time-sensitive environments
Familiarity with laboratory, grading, or operational technology environments
Benefits
Competitive medical, dental, vision and matching 401-K plans (no vesting required)
Paid vacation, sick and holidays
Tuition assistance
Commuter benefits
Company
GIA (Gemological Institute of America)
At GIA, we believe every gem has a story — formed deep within the earth and revealed through science.
1001-5000 employees
H1B Sponsorship
GIA (Gemological Institute of America) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (15)
2024 (8)
2023 (8)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Pritesh Patel
President & CEO
Recent News
2026-01-14
2025-11-14
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