Application Support Analyst (Product & Channel)

JOB SUMMARY

The roles involve providing application support services to various EPF platforms, managing change requests and ensuring efficient resolution of issues, while monitoring and implementing performance improvements to optimize functionality.

JOB RESPONSIBILITIES

System/Application Implementation and Enhancements

• Act as the Subject Matter Expert (SME) for the IT systems and applications, covering areas like system/solution architecture, design, technical, functional, operational, and integration.
• Analyze current technical and functional requirements, and plan for future enhancements.
• Participate in projects to implement enhancements and upgrades, ensuring minimal disruptions to business operations and adherence to IT policies.
• Manage and resolve system and technical issues, escalating when necessary.
• Develop and maintain technical documentations, including operation manuals and guidelines.
• Participate in the System Integration Test (SIT) and User Acceptance Test (UAT) to ensure systems meet business requirements.
• Collaborate with users to identify and measure application performance.

System/Application Maintenance

• Monitor, manage and maintain applications or systems to ensure high availability at all times.
• Coordinate maintenance tasks to ensure optimal maintenance, availability and performance.
• Monitor availability, capacity, resource utilization, performance, and throughput to minimize service interruptions and downtime.
• Prioritize, schedule and delegate support activities and tasks.
• Ensure the applications or systems are updated and compliant with software and security patches, vulnerability remediation, software updates, technology refreshes, and bug fixes.

System/Application Technical Support

• Provide application support services to EPF Corporate Web, iAkaun (Mobile & App), Self Service Station and various EPF product platforms e.g. i-lindung, i-Invest, e-Payroll, e-KYC and Belanjawanku App.
• Responsible for administering application servers including managing the software, security, and networks to ensure the smooth and efficient operation of IT systems.
• Resolve IT system technical incidents, service requests, and problems in a timely and efficient manner that meets business needs.
• Provide maintenance, technical support, and incident management processes to support and maintain systems, investigating and resolving technical incidents in production and disaster recovery environments.
• Coordinate technical, deployment, and implementation tasks for IT systems with relevant internal teams and external parties as required.
• Provide timely communication to relevant parties internally, including other departments and divisions, business owners and business users, on the progress of service requests and incidents.
• Liaise with IT system providers to ensure timely and professional resolution of system/application incidents and problems.
• Ensure problem prevention methods are continually applied to improve service levels and reduce costs by undertaking problem diagnosis, implementing problem resolution and appropriate proactive prevention to the IT systems.
• Perform troubleshooting by analyzing logs and identifying underlying causes.
• Capable of comprehending Structured Query Language (SQL) statements for troubleshooting and data patching.

Disaster Recovery and Business Continuity

• Ensure IT systems and infrastructure in the disaster recovery environment are implemented, updated, maintained, and ready for execution.
• Participate in disaster recovery simulation activities, including planning, preparation, testing, simulation, and execution, as needed.
• Prepare and update disaster recovery documentation, such as Disaster Recovery Procedures, Checklists, Runbooks, and system recovery workflows.

Technical Support Assistance and Ad-Hoc Task

• Assist in providing information and support for technical deployment and implementation tasks related to various systems, solutions and technologies.
• Collaborate with internal and external teams on ad-hoc projects, tasks, and activities related to the Product & Channels Unit.
• Prepare technical documentation, reports, slides, and other deliverables for systems and applications under the supervision of the Product & Channels Unit as needed.
• Collaborate with the Internal Audit Department to provide the necessary information according to the established schedule.
• Assist in drafting contracts for IT-related projects and maintenance.

JOB REQUIREMENTS

• Malaysian citizen.
• Pass Malay Language including an oral test at the Sijil Pelajaran Malaysia (SPM) level.
• Possess a Bachelor's Degree in Computer Science, Information Technology, or an equivalent qualification from an accredited higher learning institution.
• Possess any certification or accreditation related to system/application support, programming, or administration from recognized IT organizations is an added advantage.
• At least 2 to 8 years of experience in a system/application support role or as a programmer, with skills in IT problem diagnosis, troubleshooting, and resolution. Multiple positions are available with different job grades depending on years of experience and expertise.

Technical Skills:

• Proficient with system logical and architecture, including knowing how system components interact, comprehending design principles, and recognizing data flow.
• Proficient in Structured Query Language (SQL) and database systems.
• Knowledge of application development programming languages and components such as Java, HTML, and .NET Framework. Experience with Java is an added advantage.
• Basic understanding of networks, firewalls, security appliances, backup, storage and IT technologies in an enterprise environment, including Hyper-Converged Infrastructure (HCI), Cloud Technology, the Internet-of-Things, and other new IT technologies in multiple areas.
• Knowledge of open-source operating systems such as Linux, or other OS technologies and scripts such as PowerShell, is an added advantage.
• Knowledge in server administration.

Soft Skills:

• Strong leadership abilities to manage and mentor a team of application support analysts.
• Strong analytical skills to identify trends, root causes, and potential improvements in application support.
• Ability to develop and maintain comprehensive documentation, including troubleshooting guides, user manuals, and support procedures.
• Ability to see tasks through from assignment to completion with minimal supervision.
• Able to work during non-office hours when issues arise and to work on shifts if necessary.
• Excellent communication and interpersonal skills to effectively interact with team members, stakeholders, and customers.
• Excellent written and verbal communication skills in both English and Bahasa Melayu, with the ability to convey technical information professionally and clearly to both technical and non-technical personnel.

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.