Application Support Analyst

Role & responsibilities

Job Summary: We are seeking a skilled and detail-oriented Application Support Analyst to join our dynamic team. The Application Support Analyst will be responsible for maintaining, supporting, and optimizing business-critical applications to ensure their performance, availability, and reliability. Additionally, they will serve as a liaison between technical teams and business users to troubleshoot issues and improve system functionality. Key Responsibilities 1. Application Monitoring and Troubleshooting: • Monitor application performance and proactively identify potential issues. • Troubleshoot and resolve application-related problems promptly, ensuring minimal disruption to the business. • Manage issue escalations and prioritize resolution according to business impact. 2. User Support: • Provide second-level support to end-users for application-related queries and issues. • Document frequently asked questions and support best practices to create a knowledge base.

3. Incident and Problem Management: • Monitor the Incident queue(s) • Log, track, and manage support tickets using service Now in alignment with ITIL practices. • Perform root cause analysis (RCA) to identify recurring issues and implement permanent solutions. • Respond to and resolve all Service Provider-assigned Incidents to restore normal Operations. Log and track all such activity in ServiceNow to Support the Resolution process, ease data sharing between support teams, and provide a historical reference of Incident occurrences. • Analysis and resolution of service requests • Transferring of service request ticket to specialist support group or according to escalation rules 4. System Maintenance and Optimization: • Perform routine and scheduled maintenance activities on applications to enhance performance and reliability. • Work closely with development and IT teams to deploy application updates, patches, and upgrades. • Maintain and optimize database connections, queries, and interfaces for optimal application behavior. • Monitoring of jobs and integrations • Alert will receive on email and ServiceNow tickets • Assign task/ticket to L3 teams or relevant 3rd party application provider • Support with compliance requirements and processes (SOX) in particular user access reviews and managing user access (starters and leaver controls) 5. Cross-Functional Collaboration: • Collaborate with teams across IT, development and business functions to support deployment and integration efforts. • Work closely with end users, application providers and IT functions to identify opportunities for improvement

Preferred candidate profile

skills and Qualifications: - Bachelors degree in computer science, Information Systems, or a related field (or equivalent work experience). - Proven experience in application support, systems analysis, or a related role. - Knowledge of operating systems (e.g., Windows, Linux) and database systems (e.g., SQL, Oracle). - Familiarity with ITIL processes and frameworks for incident and problem management. - Experience with application monitoring tools and ticketing systems (e.g., Jira, ServiceNow). - Proficiency in troubleshooting application and integration issues - Excellent communication skills, with the ability to interact effectively with both technical and non-technical stakeholders. - Strong problem-solving and analytical skills. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Key Competencies: - Customer-focused mindset. - Attention to detail and quality. - Strong organizational skills. - Ability to work independently and as part of a team. - Adaptability to new technologies and tools.