Application Support Specialist - job 2 of 2
ROLE SUMMARY
Reporting to Head of Digital Platforms APAC, you will be working in a team environment, and responsible for managing and resolving application issues to business users. This will incorporate providing software and system support, deploying application updates and working closely with other teams to resolve technical issues.
This role will see you joining a small and high performing team working across a wide range systems and diverse stakeholder group. As an Application Support Engineer, you’ll provide exceptional support to users by troubleshooting technical issues, collaborating with teams, and gaining expertise in specific products.
PRIMARY ROLE
• Troubleshoot application problems, identifying the issues and guiding users through corrective steps.
• Provide systems administration, monitoring and business/technical support.
• Provide System Administration / Access Management for all users of the system such as adding, removing, and updating access.
• Complete incident ownership including triage, investigation, escalations and post incident follow up.
• Performing root-cause analysis of application related issues and recommend solutions, liaising with other ITSM service towers and end users as required.
• Working with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose.
• Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management.
• Understand client concerns, with focus of problem resolution ensuring client satisfaction.
• Proactively communicate with clients regarding issue status and resolution progress.
• Able to do advanced troubleshooting such as Debugging, Writing SQL queries, Basic programming.
KEY WORKING RELATIONSHIPS
External:
• Development & Integration partners
• Technology and Cyber Security partners
• Cloud and application vendors
• Blackstone Portfolio Companies
Internal:
• CTO APAC
• Heads of Architecture & Engineering, Workplace and Service Delivery
• DevOps engineers
• Internal business stakeholders
WHAT YOU BRING TO THE ROLE
Required:
• Bachelor’s degree in information system or equivalent.
• 3 years’ experience in a similar application support role, ideally in an enterprise scale organization supporting third-party, internally hosted, and cloud-based solutions.
• Experience in logging and managing support tickets in a helpdesk system.
• Proficient in managing competing priorities and working to deadlines.
• Have general experience and expertise with software and programs, and SaaS applications.
• Background in application development with experience in one or more programming languages such as Python, .NET or JavaScript.
• Experience with Relational databases.
• Strong analytical and problem-solving abilities, with a proven track record of resolving complex technical issues.
• Excellent written and verbal communication skills, confident in dealing with internal and external clients.
• Basic experience with databases such as SQL Server.
• Strong problem-solving skills with attention to detail.
• Ability to work effectively both independently and as part of a team.
• Excellent written and verbal communication skills, effectively collaborating with technical and non-technical stakeholders.
Preferred:
• Experience supporting Workday ERP/HCM.
• Experience supporting ERP, financial and treasury systems.
• Experience in using cloud technologies such as Azure.
• Experience in Reporting platforms such as Power BI and/or Sigma.
• Understanding of user access control, application audit review processes, and ensuring compliance with security and governance standards.
Average salary estimate
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As an Application Support Specialist at our innovative company, you'll be at the heart of ensuring our applications run smoothly and efficiently. Reporting to the Head of Digital Platforms APAC, you'll join a talented team dedicated to resolving application issues for business users. Your day-to-day will be filled with exciting challenges, from troubleshooting and providing exceptional customer support to deploying application updates. You'll work closely with developers and analysts, becoming the go-to person for solving complex problems and ensuring that our technological solutions meet users’ needs. Your knack for advanced troubleshooting, whether it's debugging code or crafting SQL queries, will help maintain our high standards of service. In this collaborative role, you'll also manage access for users and take ownership of incidents from start to finish. You'll thrive in our dynamic environment, where effective communication and problem-solving skills will shine as you liaise with both internal and external stakeholders. We are looking for someone with a bachelor's degree in information systems and at least three years of experience in an application support role, ideally in a large-scale organization. If you're ready to become part of a high-performing team committed to providing top-notch support and ensuring client satisfaction, we want to hear from you!
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