We are seeking a skilled and motivated Senior/Application Support Analyst to join our dynamic IT team. The ideal candidate will be responsible for providing technical support and ensuring the smooth operation of our software applications. This role involves troubleshooting application issues, maintaining system functionality, and collaborating with other IT professionals to enhance application performance.
Key Responsibilities
Application Support:
- Provide first-line technical support for business applications, responding to inquiries and incidents in a timely manner.
- Troubleshoot and resolve issues related to application performance, functionality, and user access.
- Monitor application performance and system logs to proactively identify potential issues.
- Assist users with application configuration and usage.
Incident Management:
- Manage and prioritize the issues
- Document and escalate complex issues to second or third-line support, development teams, or vendors as required.
- Collaborate with cross-functional teams to ensure timely issue resolution.
System Maintenance:
- Perform regular health checks on supported applications and infrastructure.
- Install, upgrade, and maintain application software, ensuring compatibility with system updates.
- Perform routine system monitoring, backups, and maintenance tasks.
User Training and Documentation:
- Provide training and guidance to end-users on how to effectively use the applications.
- Create and maintain comprehensive documentation including user guides, FAQs, and troubleshooting procedures.
- Participate in the development of knowledge base articles.
Testing and Deployment:
- Assist with testing of new application releases and updates to ensure minimal disruption to operations.
- Participate in the deployment and configuration of new applications or features.
- Ensure applications comply with company policies, industry standards, and regulatory requirements.
Collaboration and Communication:
- Work closely with business teams to understand user requirements and improve application processes.
- Liaise with third-party vendors for support and system enhancement.
- Communicate effectively with stakeholders, providing updates on the status of issues and enhancements.
Required Skills and Qualifications:
- Bachelor’s degree/IT Diploma in Computer Science, Information Technology, or a related field.
- 1+ years of experience in application support or a similar role.
- A customer-oriented mindset with a focus on delivering high-quality support.
- Strong analytical and problem-solving skills. Ability to think critically and address issues efficiently.
- Team Player with leadership skills and ability to take responsibility for work assigned.
- Self-motivated, creative, passionate and able to adapt into a fast-paced, dynamic environment
- Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users.
- Perform knowledge transfer to relevant teams.
- Ability to work independently and collaboratively in a team-oriented environment.
- Strong PR and presentation skills to interact with various stakeholders.
- Able to work under pressure environment.
- Prior experience in working in SFA system will be added advantage
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