Officer - Application Support Services
Business Unit:
Shared Services
Division:
Information Technology
I. BASIC PURPOSE / JOB BRIEF:
Provides day-to-day support to oversee the efficient running of the company’s computer software Applications ensuring that the systems meet their optimum potential. He/She acts as the company’s expert in the functionality of our corporate software applications as well as supports the Business, & IT Support Services in terms of service delivery, development, policy advice, and formulation.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Troubleshooting Incidents of mission critical IT Application software and provides quick fix to restore application system availability for business operations.
- Investigate reported issues and problems with software applications, diagnose root causes and provides permanent fix. Responsible for identifying known errors and problem trends and for finding permanent solutions.
- Collaborate with other IT teams to resolve complex technical issues and escalate when necessary.
- Create documentation of support processes, system configurations, and troubleshooting steps to define application support standards (SOP’s).
- Provides Support on projects to keep Application software stability and make sure they are hosted on the latest supported platforms.
- To maintain the application access provision, including account maintenance, access role/matrix updates and account terminations.
- Close coordination with third party solution provider / vendor on the timelines and delivery dates of solutions and enhancements/bug fixes.
- Assist with on-boarding of new business applications, analyze the requirements of end users, and then test integrated applications.
- To assist users of the company’s software applications by providing expert knowledge of the software used.
- To install software upgrades and ensure that the company’s systems are maintained and fit for purpose.
- To act as the application adviser/ subject matter expert / problem solver in respect of corporate applications and advise the Line Manager of best ways to maximize the usage of applications.
- To keep in touch with current practice, security, changes in legislation, identify future trends and ensure users and own skill levels are maintained.
III. JOB SPECIFICATIONS:
Educational Requirement:
- Bachelor's Degree in Information Technology or Computer Science, or any related field preferred.
- ITIL Certification is an advantage
- 3 years and above experience in Application Support and/or IT.
Experience Requirements:
- Production Support for multiple Application software.
Skills and Attributes:
- Technical Skills
- Strong knowledge of SQL Databases/SQL scripting, Windows and/or Unix/Linux operating systems, troubleshooting methodologies, and system integration principles.
- Basic working knowledge on Network and Application Infrastructure/Architecture.
- Other Qualifications:
- Strong Organizational Skills.
- Excellent verbal and written communication and interpersonal skills across all levels.
- Ability to manage multiple parallel activities and set priorities.
- Ability to work and collaborate across multiple team in an organization.
Officer - Application Support Services
Business Unit:
Shared Services
Division:
Information Technology
Description:
I. BASIC PURPOSE / JOB BRIEF:
Provides day-to-day support to oversee the efficient running of the company’s computer software Applications ensuring that the systems meet their optimum potential. He/She acts as the company’s expert in the functionality of our corporate software applications as well as supports the Business, & IT Support Services in terms of service delivery, development, policy advice, and formulation.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Troubleshooting Incidents of mission critical IT Application software and provides quick fix to restore application system availability for business operations.
- Investigate reported issues and problems with software applications, diagnose root causes and provides permanent fix. Responsible for identifying known errors and problem trends and for finding permanent solutions.
- Collaborate with other IT teams to resolve complex technical issues and escalate when necessary.
- Create documentation of support processes, system configurations, and troubleshooting steps to define application support standards (SOP’s).
- Provides Support on projects to keep Application software stability and make sure they are hosted on the latest supported platforms.
- To maintain the application access provision, including account maintenance, access role/matrix updates and account terminations.
- Close coordination with third party solution provider / vendor on the timelines and delivery dates of solutions and enhancements/bug fixes.
- Assist with on-boarding of new business applications, analyze the requirements of end users, and then test integrated applications.
- To assist users of the company’s software applications by providing expert knowledge of the software used.
- To install software upgrades and ensure that the company’s systems are maintained and fit for purpose.
- To act as the application adviser/ subject matter expert / problem solver in respect of corporate applications and advise the Line Manager of best ways to maximize the usage of applications.
- To keep in touch with current practice, security, changes in legislation, identify future trends and ensure users and own skill levels are maintained.
III. JOB SPECIFICATIONS:
Educational Requirement:
- Bachelor's Degree in Information Technology or Computer Science, or any related field preferred.
- ITIL Certification is an advantage
- 3 years and above experience in Application Support and/or IT.
Experience Requirements:
- Production Support for multiple Application software.
Skills and Attributes:
- Technical Skills
- Strong knowledge of SQL Databases/SQL scripting, Windows and/or Unix/Linux operating systems, troubleshooting methodologies, and system integration principles.
- Basic working knowledge on Network and Application Infrastructure/Architecture.
- Other Qualifications:
- Strong Organizational Skills.
- Excellent verbal and written communication and interpersonal skills across all levels.
- Ability to manage multiple parallel activities and set priorities.
- Ability to work and collaborate across multiple team in an organization.