Application Support Analyst

Roles & Responsibilities

Job Overview

We are seeking an experienced Application Support professional to manage and enhance enterprise application platforms. This role involves handling advanced support cases, gathering enhancement requirements,coordinating with development teams, and ensuring successful deployment of newfeatures.

The ideal candidate is comfortable working in Agile environments, understands structured change management processes, and can bridge business needs with technical execution.

Key Responsibilities

Provide Tier 3 application support and resolve complex system issues.

Serve as the key liaison between users, business teams, and developers for feature enhancements.

Gather and translate business requirements into functional specifications.

Coordinate closely with development teams on feature implementation and system improvements.

Participate in the full application lifecycle including testing, deployment, upgrades, and post-release support.

Perform detailed functional and stress testing prior to production release.

Manage change requests and maintain accurate documentation of updates.

Develop and update user guides, knowledge articles, and release communications.

Collect post-release feedback and monitor customer satisfaction metrics.

Identify automation opportunities and recommend operational improvements.

Ensure systems and tools are properly configured to support business needs.

Monitor technology trends and assess potential impact to application platforms.

Requirements

Experience & Education

Minimum 3 years of relevant experience in application support, system enhancement, or similar role

Degree in Information Technology, Computer Science, or related discipline

Mandatory Experience

Hands-on experience working with an ITSM portal

Experience supporting or enhancing IT service management tools

Certifications (Required)

Microsoft Fundamentals certification

ITIL 4 Foundation certification

Technical Knowledge

Understanding of ITIL processes and service management practices

Experience collaborating with software development teams

Familiarity with programming languages such as C#, Python, JavaScript or similar is an advantage

Experience in application testing and release coordination

Skills & Competencies

Strong communication and stakeholder engagement skills

Customer-focused and service-oriented mindset

Ability to manage multiple priorities independently

Detail-oriented with strong documentation practices

Comfortable working in Agile development environments

Adaptable and proactive in learning new technologies

Please send your detailed resume in MS Word format to  [email protected] with

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