Executive, IT Application Support

Job Purpose

• First level response to application related incidents /requests and strive to deliver accurate and timely resolution (SLA), so to ensure high level of service to the business.
• Communicates with the user for an in-depth analysis of the incident before providing a solution. If a solution is not available, the query moves up to vendor; Level 2 support.
• Responsible for stability of production environment, ensuring processes and interfaces have the highest availability.
• To assist develop root cause analysis of incident with the support of vendor
• Capture business requirements, and oversee new business process and flow.
• Ability to perform UAT testing for platform enhancement, exchange, and assist user on the testing
• Conduct user training for basic system functions and processes.
• Work closely with end-users and other IT teams to maintain high levels of customer satisfaction.
• Assist in developing and maintaining application services architecture and integrations.
• Support development on resolving system defects with the support of vendor
• Coordinate directly with business users and business analyst to best understand and analyze business specifications.
• Provide technical assistance to troubleshoot and resolve integration errors.

Key Accountabilities

• Act as liaison between the product development team and the support team during design to identify and review technical requirements to enable new modules to be integrated with the existing application.
• Generate reports and/or data extracts to support business analysis.
• Communicate and interpret requirements to the development team
• Assist integration middleware in the Development & Integration environment.
• Familiarity with database tools such as SQL Developer; Integration Architecture, and best practices
• Document configuration and workarounds etc. for deployment to further environments
• Work with the Test / QA Analyst to support integration testing

Qualifications, Skills & Knowledge

• Bachelor’s degree in IT, Computer Science, or related field
• Experience in a Level 1 support role, preferably in ERP systems.
• Basic understanding of Finance Operations.
• Strong problem-solving skills with the ability to learn and adapt quickly.
• Excellent communication skills to assist non-technical users in resolving issues.
• Excellent analytical and problem-solving skills
• Attention to detail
• Excellent written and oral communication skills
• Self-starter, capable of working using their own initiative but also with the ability to work in a team
• Experience working as an application services Level 1 or Level 2 support.
• Knowledge in application architecture and integration specialist, or equivalent
• Broad experience working with complex operational systems
• Working knowledge of modern development patterns including Agile