Senior IT Support Application Analyst

Management Level

Senior Associate

Job Description & Summary

We are looking for a Senior IT Support Application Analyst to join our Technology Consulting practice. In a world driven by technology, our organization is at the forefront of utilizing digital solutions. The Senior IT Support Application Analyst will have to ensure the technical support of our products and lead the resolution of complex technical issues. You will play a pivotal role in ensuring the smooth functioning of our range of software applications and mentoring junior team members.

Candidates for this role, ideally match the skills below:

• Excellent communication skills (both written and oral) in English

• Ability to work effectively both independently and as part of a team

• Reliable, responsible, and dependable in delivering results

• Flexible and willing to work on a shift-based schedule

• Strong customer service orientation with a commitment to client satisfaction

• Adaptable and resilient when working under pressure and meeting tight deadlines

• Detail-oriented with a strong focus on quality and accuracy

• Demonstrates high ethical standards and professional integrity

• Strong leadership skills with proven ability to mentor, develop, and support team members

Technical Skills:

• Advanced debugging skills and proficiency in identifying complex application issues

• Excellent SQL knowledge with the ability to write complex queries and optimize database performance

• Outstanding analytical and problem-solving skills

• Understanding of programming syntax and semantics

• Knowledge of software development concepts and life cycles

• Connect Beyond Boundaries - Deliver Quality & Efficiency

• Knowledge of Industry standards and project methodologies

• Knowledge of process methodology

• Proficiency in root cause analysis methodologies and investigation techniques

• Expertise in incident management, escalation handling, and prioritisation of critical business and technical issues

If this resonates with you, read our exciting job description. 

What should the Senior IT Support Application Analyst expect from us?
 

As a Senior IT Support Application Analyst, you will work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. You will be responsible for delivering business-to-business application support to PwC clients at an advanced level. Additionally, you will be required to collaborate with internal teams such as Database Administrators and Infrastructure to successfully drive incidents to closure and serve as an escalation point for complex technical issues.

If you are passionate about problem-solving, enjoy collaborating with end-users, and want to be part of a dynamic environment where your skills make a difference, this opportunity is tailor-made for you.

Responsibilities

• Provide first, second, and third-line support using advanced debugging techniques to troubleshoot and resolve complex application issues with root cause analysis

• Perform advanced SQL queries and database analysis to investigate application performance issues and resolve data-related problems

• Manage escalation procedures effectively, routing complex issues to appropriate teams while maintaining clear communication with stakeholders and management

• Follow established processes and procedures consistently, ensuring compliance with organizational standards and best practices

• Monitor and update KPIs to track support team metrics, response times, and resolution rates while ensuring SLAs are met

• Handle client calls professionally, address concerns, provide technical guidance, and ensure customer satisfaction through excellent communication

• Conduct thorough root cause analysis and investigations on critical incidents to prevent recurrence and identify systemic improvements

• Collaborate with cross-functional teams, end-users, and stakeholders to deliver effective solutions and contribute to continuous framework improvement

• Document support procedures, troubleshooting guides, best practices, and conduct user training sessions to enhance application understanding and reduce support requests

• Identify improvement opportunities, take ownership of incidents, analyse alternative solutions, expand technical skills, and seek development feedback

Experience & Qualifications

• Bachelor’s degree in Computer Science/ Computer Application/ Software Engineering/ Information Systems/ Information and Communication Technology

• At least 3 to 5 years’ experience in software development or support environment, with at least 1 to 2 years in a senior or lead support role

Travel Requirements

Available for Work Visa Sponsorship?

Job Posting End Date

July 30, 2026