Job Description

Application Support:

• Provide first-line technical & functional support to end-users, addressing application-related issues and inquiries promptly.
• Troubleshoot and resolve software issues, system errors, and performance issues in a timely manner.
• Monitor application performance and proactively identify potential problems, taking appropriate actions to ensure smooth operations.
• Collaborate & coordinate with the development team to escalate technical issues and follow up on problem resolution.
• Conduct thorough analysis of existing applications and software systems, identifying areas for improvement, efficiency enhancements, and potential risks.
• Manage incidents in the ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs).
• Communicate with users during incident resolution, keeping them informed of progress and expected resolution times.

Business Requirements Gathering:

• Support & Assist Business analyst to understand business needs, processes, and pain points.
• Support in eliciting, documenting, and analyzing business requirements for system enhancements and bug fixes
• Validate requirements with stakeholders and ensure alignment with business objectives

User Acceptance Testing (UAT)

• Collaborate & coordinate with business teams/stakeholders to develop UAT plans, and test cases based on business requirements.
• Coordinate and participate in UAT activities, ensuring applications meet end-user expectations and adhere to quality standards.

Documentation

• Maintain up-to-date documentation related to application support, configurations, and troubleshooting procedures.
• Assist in preparation of functional specifications documents for system enhancements.

Project Management

• Assist Project Manager & Business Analyst in project tracking, and management.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Proven experience as an Application Support Analyst or Business Analyst, with a strong understanding of application support processes and business analysis methodologies.
• Experience in working with ticketing systems (e.g., ServiceNow) and managing support requests.
• Working experience in requirement elicitation, documentation, and process mapping.
• Excellent analytical and problem-solving skills, with a keen eye for detail.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and end-users.
• Familiarity with project management concepts and the ability to prioritize tasks effectively.