- Location
- Singapore, Singapore
- Type
- Full-time
- Department
- Customer Service
- Source
- Pinpoint
Description
Application Support Analyst
Department: IS
Employment Type: Full Time
Location: Singapore
Reporting To: Jattu Clara Kallon
Description
We are looking for a highly motivated and proactive Application Support Analyst to join our growing Application Support team. This is a hands-on role at the heart of Peninsula's global operations, supporting the business-critical applications, integrations and processes that enable our Trading, Operations, Invoicing, Credit and Legal teams to operate effectively.
You will be responsible for providing end-to-end support for business-critical applications, integrations and data-processing activities used across Peninsula's global operations. This includes a combination of bespoke internally developed systems and third-party enterprise platforms that support trading, operations, finance and other core business functions. Day to day, you will investigate incidents and service requests, analyse application and data issues, assess business impact, work with internal teams and third-party suppliers to coordinate resolution, and ensure stakeholders are kept informed throughout the lifecycle of an issue.
You will be responsible for providing end-to-end support for business-critical applications, integrations and data-processing activities used across Peninsula's global operations. This includes a combination of bespoke internally developed systems and third-party enterprise platforms that support trading, operations, finance and other core business functions. Day to day, you will investigate incidents and service requests, analyse application and data issues, assess business impact, work with internal teams and third-party suppliers to coordinate resolution, and ensure stakeholders are kept informed throughout the lifecycle of an issue.
MAIN RESPONSIBILITIES
Application Support, Incident and Request Management
- Act as a front-line responder within the Application Support team, resolving incidents and service requests raised by users.
- Take end-to-end ownership of assigned incidents, service requests and problems through to confirmed resolution, without waiting for repeated prompting.
- Maintain a clear understanding of the status, business impact, dependencies, risks and next actions for all assigned work.
- Assess and document operational, financial and user impact so that issues are prioritised by impact, urgency, deadlines and risk, not ticket volume alone.
- Provide clear, timely and business-focused updates throughout the issue lifecycle, including current status, actions, risks and next steps.
- Escalate ageing, stalled or high-risk issues before service levels or business commitments are missed.
- Apply the organisation’s incident, request, problem, change and knowledge management processes consistently.
Evidence, Data and Integration Support
- Validate requests and supporting evidence before making application or data changes, following documented procedures and maintaining an appropriate audit trail.
- Challenge incomplete, inconsistent or unclear information and escalate where the correct action cannot be determined safely.
- Monitor and support application integrations, interfaces, scheduled jobs and data-processing activities.
- Investigate failed or delayed processing, identify affected records and assess downstream business impact using logs, database queries and other available evidence.
Problem, Supplier and Continuous Improvement Management
- Identify recurring issues, support root cause analysis and ensure agreed corrective and preventative actions are progressed to completion.
- Manage assigned issues with third-party suppliers, provide complete evidence, challenge insufficient responses and escalate delays proactively while retaining internal ownership.
- Identify and implement process improvements, automation opportunities and self-service capabilities that improve reliability or reduce avoidable support demand.
Knowledge Management, Training and Release Support
- Maintain support guides, knowledge articles, procedures and training materials so they reflect current system functionality and processes.
- Provide training to new and existing users and identify knowledge gaps that can be addressed through targeted education.
- Develop strong functional knowledge of the organisation’s bespoke applications and business processes, becoming a trusted point of contact for users and internal teams.
- Support the planning, testing and operational readiness of application
releases, changes and enhancements, including user acceptance testing and
post-release validation. - Review support procedures, known issues and business communications
before deployment, and communicate relevant changes clearly to users. Participate in planned out-of-hours support, release activities and incident
response when required, including reasonable flexibility to support
colleagues and business operations across different time zones.
KNOWLEDGE, SKILLS AND EXPERIENCE
- A relevant degree in Information Systems, Computing, IT or equivalent
professional experience. - Experience in an Application Support Analyst or similar role.
- Experience managing incidents, service requests and problems through to resolution.
- Experience communicating effectively with both technical and non-technical stakeholders.
- Working knowledge of ITIL principles and IT service management practices.
- Willingness and ability to work outside standard local hours on a planned or exceptional basis to support releases, major incidents and operational coverage across global time zones.
Skills
ITIL