User and Application Support Analyst

The incumbent provides advanced technical and functional support for business applications and related services, ensuring effective operation and continuous improvement. Responsibilities include incident resolution, service request management, operational readiness, and collaboration with stakeholders to maintain service quality and minimize disruptions.

Responsibilities

• Provide advanced technical and functional support for business systems and services by managing incidents, service requests, and problem records in the designated ticketing system, ensuring timely resolution in line with established SLAs, escalating critical issues when required, and maintaining effective communication with stakeholders throughout the incident lifecycle.
• Coordinate incident resolution and service delivery with development, infrastructure, and business teams, provide functional guidance and issue analysis to users, and perform root cause analysis for major or recurring incidents to support corrective and preventive actions.
• Monitor application performance, availability, and operational alerts, and take prompt and appropriate action to prevent or minimize service disruption.
• Execute and oversee daily operational tasks, scheduled jobs, and application support procedures; validate, implement, or support application fixes, configuration changes, and data corrections as required.
• Contribute to testing, release, deployment, and post-release support activities for application enhancements and bug fixes, collaborating with internal and external stakeholders to ensure service stability, compliance, and user satisfaction.
• Identify trends, recurring issues, and opportunities to improve processes, applications, and services in order to enhance operational efficiency, service quality, and the user experience.
• Maintain and improve support documentation, knowledge articles, and standard operating procedures, while mentoring junior and newly onboarded team members on support processes, tools, troubleshooting, and best practices.
• Stay informed about emerging technologies and identify opportunities to use them to improve the quality of the services delivered.
• Perform other related duties as required.

Requirements

• First-level university degree in information technology, computer science or a related field.
• Certification in ITIL or a related service management framework (desirable).
• At least six years of demonstrated experience providing advanced technical and functional support for business-critical applications and services.
• An advanced university degree in one of the aforementioned disciplines may be accepted in lieu of two years of experience.
• Experience working in a highly confidential and secure environment involving sensitive information data flows (desirable).
• Excellent knowledge of written and spoken English.
• Strong knowledge of technical application support and production operations in enterprise environments.
• Good understanding of incident management, problem management, change management, and service request processes.
• Strong troubleshooting and analytical skills, with the ability to investigate complex technical and functional issues.
• Good knowledge of application monitoring and alerting tools.
• Familiarity with ticketing and workflow tools such as Jira or equivalent.
• Good knowledge of relational databases and SQL, Java, and XML processing.
• Good knowledge of production procedures and data flows.
• Strong problem-solving and root cause analysis skills.
• Ability to assess priorities, manage multiple activities, and work effectively under pressure.
• Strong communication skills, with the ability to provide clear updates to users, stakeholders, and technical teams.
• Ability to collaborate effectively with cross-functional teams and external service providers.
• Knowledge and understanding of public cloud architectures and operating models (desirable).

Skills

• Technical Application Support
• Production Operations
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Technical Troubleshooting
• Analytical Skills
• Application Monitoring
• Alerting Tools
• Ticketing Systems
• Jira
• Workflow Tools
• Relational Databases
• SQL
• Java
• XML Processing
• Production Procedures
• Data Flows
• Root Cause Analysis
• ITIL
• Public Cloud Architectures

Languages

English