Application Support Analyst

Consultant - DocuSign Job

YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.

At YASH, we’re a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth – bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future.

We are looking forward to hire DocuSign Professionals in the following areas :

Job Description: Application Support Analyst (L1 / L1.5)Role OverviewWe are hiring an Application Support Analyst for L1 and L1.5 support across DocuSign, SmartSolve, TrackWise, and JAGGAER. The role involves handling incidents, service requests, and performing deeper troubleshooting for business-critical enterprise applications.Key Responsibilities1. Incident & Service Request Management
- Handle tickets via ServiceNow or similar tools
- Perform triage, prioritization, and resolution within SLA
- Resolve standard issues using SOPs, KB articles, and runbooks
- Escalate complex issues to L2/L3 with proper analysis and documentation
- Provide regular updates to end users

2. Application Support (Mandatory Scope)
- DocuSign: Envelope failures, workflow issues, access
- SmartSolve: Quality workflows, document control, deviations
- TrackWise: CAPA, audit, complaint management
- JAGGAER: Procurement workflows, supplier onboarding
- Support user queries and access issues
- Perform basic configurations and data corrections

3. L1.5 Troubleshooting
- Analyze recurring or complex incidents
- Perform log and error analysis
- Identify patterns and suggest fixes
- Coordinate with infra and vendor teams

4. Monitoring & Operations
- Monitor jobs, integrations, and system health
- Perform daily checks and scheduled tasks

5. Knowledge Management
- Maintain SOPs and knowledge articles
- Update KEDB

6. Compliance & Documentation
- Follow audit and compliance requirements
- Maintain proper documentationMandatory Skills- Hands-on experience in at least 2–3 applications: DocuSign, SmartSolve, TrackWise, JAGGAER (MANDATORY)
- Strong understanding of application workflows
- Experience in L1/L1.5 support
- Knowledge of ITIL processes
- Experience with ticketing tools (ServiceNow preferred)Preferred Skills- GxP/regulated environment exposure
- Basic SQL or log analysis
- Knowledge of integrations/APIs

Experience2–5 years in application support rolesEducationBachelor’s degree in Engineering, IT, or related fieldShift ModelWillingness to work in shifts / on-callKPIs- SLA adherence
- First-time resolution
- Ticket quality
- User satisfaction
- Reduction of repeat incidents 

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale.

Our Hyperlearning workplace is grounded upon four principles

• Flexible work arrangements, Free spirit, and emotional positivity
• Agile self-determination, trust, transparency, and open collaboration
• All Support needed for the realization of business goals,
• Stable employment with a great atmosphere and ethical corporate culture