Information Technology Application Support

Job Title: IT Application Support Analyst

Job Summary:

IT Applications Support Analyst is responsible for incident & change handling, troubleshooting issues, resolving user inquiries, and ensuring a smooth operation of business applications. This role requires strong technical expertise, excellent communication skills, and a customer-focused.

Responsibilities:

Provide technical support for end users, resolving application-related issues and inquiries in a

timely and efficient manner.

Troubleshoot and diagnose software and system problems, identifying root causes and implementing appropriate solutions.

Collaborate with internal teams and external vendors to resolve complex technical issues and

escalate unresolved issues as needed.

Perform application code deployment, installations, upgrades, and patches, ensuring proper

configuration and compatibility with existing systems.

Monitor application performance and system health, proactively identifying and addressing

potential issues to minimize downtime and disruptions.

Develop and maintain support documentation, including knowledge base articles, user guides, and troubleshooting procedures.

Conduct user training and orientation sessions to promote effective use of applications and provide ongoing support and guidance.

Participate in system testing and validation activities, assisting with the implementation of new applications and system enhancements.

Work closely with Project Management team to understand the changes or enhancement to be implemented in the existing systems. Raise Request For Change ticket and present the propose deployment to the CAB members and other stakeholders.

Work with IT Service Management team to ensure Service Level Agreement for all incidents and Service Request are met.

Conduct user access management role, including ID provisioning, permissions management, and security configurations.

Collaborate with IT teams to implement and enforce IT policies, standards, and best practices related to application support and management.

Working in shift and on-call to provide support.

Qualifications and Skills:

Bachelor's degree in Information Technology, Computer Science, or related field;

3 year of experience in technical support or application administration, with a focus on

troubleshooting and resolving software issues.

Fresh graduate is also encouraged to apply

Strong technical proficiency in enterprise applications, databases, operating systems, and

networking fundamentals.

Excellent problem-solving skills, with the ability to analyse complex issues, prioritize tasks, and implement effective solutions.

Outstanding communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organization.

Experience with IT service management tools (e.g., ServiceNow, Jira) and remote support

technologies.

Knowledge of ITIL principles and practices, with experience following IT service management

processes and procedures would be an added advantage.

Familiarity with software development lifecycle (SDLC) methodologies and practices.

Strong attention to detail and a commitment to delivering high-quality customer service and support