Senior 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 the Business & IT support services in terms of service delivery, development, policy advice and formulation.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Trouble shooting incidents of missions 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. Response for identifying known errors and problem trends and 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 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 the best ways to maximize the usage of applications.
- To keep in touch with the current practice, security, changes in the 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 is preferred.
Experience Requirements:
- 7 years and above experience in application support and/or IT production for multiple Application software
Skills and Attributes:
- Strong knowledge of SQL database / SQL scripting, Windows and/or Unix/Linux operating systems, troubleshooting methodologies and system integration principles.
- Basic knowledge on Network and application infrastructure/architecture
- Strong organizational skills
- Excellent verbal and written communication and interpersonal skills across the levels
- Ability to handle multiple parallel activities and set priorities
- Ability to work and collaborate across multiple team in an organization
Senior 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 the Business & IT support services in terms of service delivery, development, policy advice and formulation.
II. MAJOR RESPONSIBILITIES AND DUTIES:
- Trouble shooting incidents of missions 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. Response for identifying known errors and problem trends and 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 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 the best ways to maximize the usage of applications.
- To keep in touch with the current practice, security, changes in the 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 is preferred.
Experience Requirements:
- 7 years and above experience in application support and/or IT production for multiple Application software
Skills and Attributes:
- Strong knowledge of SQL database / SQL scripting, Windows and/or Unix/Linux operating systems, troubleshooting methodologies and system integration principles.
- Basic knowledge on Network and application infrastructure/architecture
- Strong organizational skills
- Excellent verbal and written communication and interpersonal skills across the levels
- Ability to handle multiple parallel activities and set priorities
- Ability to work and collaborate across multiple team in an organization