Application Support Analyst

ABOUT THE JOB

The Application Analyst’s main responsibility is to provide technical, administrative and implementation support for one or more applications ensuring ITIL practices are always followed diligently. Application Analysts are responsible for aligning IT services provided with the needs of the Client. While their primary focus is on the stability of systems, other responsibilities are to ensure that the design, installation and set-up of the application(s) are fit-for-use and fit-for purpose. An Application Analyst should be a strong team player who has a keen eye for detail and strong problem-solving skills.

Responsibilities:

Service Delivery: 

• Adheres to Service Level Agreements and communicates in a timely way with stakeholders in relation to SLAs
• Identifies opportunities to improve the design, installation and set-up of the application(s) to help ensure they are fit-for-use and fit-for-purpose.
• Diligently follows predefined ITIL processes.
• Alignment of IT services provided with the needs of the Client
• Maintenance and setup of existing applications on Client side
• Administration of users and licenses on the existing applications; add new users, update permissions, etc. 

Service Operation:

• Investigates Incidents and Problems
• Follows agreed procedures, identifies, registers, categorizes and prioritizes Incidents and Problems. Maintains relevant records. Fulfils Service Requests
• Escalates to Service Delivery Lead as appropriate
• Gathers information to enable Incident resolution and promptly allocates Incidents as appropriate.

Technical Delivery:

• Able to analyses, investigate and research of potential solutions including troubleshooting and debugging of applications in live and test environments
• Provides technical, administrative and implementation support for one or more applications
• Implements configuration and other application set-up tasks. Identify and resolve potential security and compliance issues
• Implements and maintains adequate monitoring and controls to ensure stability
• Propose system enhancements (software and hardware updates) to improve performance and reliability
• Implements backup and retention policies to help ensure minimum data loss in case of failures
• Minimizes Mean Time To Repair while fixing problems. Provides detailed root cause analysis, corrective & preventive actions with an aim to increase Mean Time Between Failures
• Performs security administration tasks. 

Requirements:

• Typically requires a Bachelor’s degree or equivalent experience and training
• 2-3 years’ experience in IT support • Ability to work independently on most tasks
• Basic understanding of database environments as Microsoft SQL or Oracle
• Good querying skills on T-SQL or PL/SQL
• Advanced knowledge of technical English
• Excellent communication skills, coordination skills and demonstrable experience in following ITIL processes
• Strong attention to detail
• Understanding the fundamentals of configuration associated with a programming language (e.g. webconfig for C#, stopping and starting Java webservices, understanding of IIS webserver for .NET, etc.)
• Basic knowledge of operating systems e.g. Windows Server, Azure, Linux, directory services such as Microsoft Active Directory / Microsoft Entra
• Available for on call support 24/7 service where is expected to be available to respond to urgent requests or situations outside of regular work hours.