Senior Application Support Analyst

ABOUT THE JOB

Application analysts ensure that ITIL practices are always followed diligently and are responsible for aligning IT services provided with the needs of the Client. While their primary focus is on the stability of systems, other responsibilities are to ensure that the design, installation, and set-up of the application(s) are fit-for-use and fit-for-purpose.

A Senior Application Analyst should be a strong team player who oversees and mentors less experienced team members on projects. In general, it is expected that a Senior Application Analyst will fulfill a Team Leader role in application support Services as dictated by the specific needs of that Service. A Senior Application Analyst should have a keen eye for detail and strong problem-solving skills.

Service Operation:

• Investigates Incidents and Problems.
• Follows agreed procedures, identifies, registers, categorizes, and prioritizes Incidents and Problems. Maintains relevant records. Fulfils Service Requests.
• Escalates to Service Delivery Lead as appropriate.

Technical Delivery:

• Analyse system requirements and prioritize tasks.
• Fundamental knowledge in technologies relevant to their role as a Senior Application Analyst.
• Efficient communication of technical issues, solutions and Changes with the Client.
• Leads the analysis, investigation and research of potential solutions.
• Preparation of Standard Operating procedures for the day-to-day maintenance of the applications and underlying systems.
• Document and maintenance of documents related to software functionality.
• Troubleshoot and debug existing systems.
• Comply with project plans and industry standards.
• Ensure adequate monitoring and controls are in place to ensure the stability of the solutions.
• Adherence to Service Level Agreements as agreed with Clients. Ensure timely communication with stakeholders in relation to SLAs.
• Ensure proper backup and retention policies are in place to ensure minimum data loss to the business in case of failures.
• Propose system enhancements (software and hardware updates) that will improve the performance and reliability of the system.
• Demonstrates advanced functional expertise to configure systems to meet business needs, develop new management processes with the day-to-day function of an application, and where appropriate translate Functional Requirements into Technical Specifications ensuring the application works as designed to meet business objectives.

Requirements:

• 5+ years of working experience in application support or another related discipline.
• Ability to work independently on all tasks regardless of complexity.
• Good understanding of database environments such as Microsoft SQL or Oracle.
• Advanced SQL querying in most common relational database environments
• Good T-SQL or PL/SQL programming skills in writing optimized SQL queries for integration with other applications, creating and maintaining views, functions, and stored procedures.
• Good skills in Microsoft SQL Reporting Services, PowerBI, or another similar reporting tool.
• Demonstrates advanced technical support skills in relation to web app servers (e.g. IIS, Apache Tomcat, Oracle WebLogic).
• Demonstrates good people and process management skills.
• Demonstrates advanced/thorough knowledge of functional concepts and a solid understanding of Client policies and procedures.
• Demonstrable ability to work on multiple simultaneous tasks, using strong time management and organizational skills.
• Advanced knowledge of technical English.
• Excellent communication skills, coordination skills, and demonstrable experience in following and managing ITIL processes.
• Strong attention to detail.
• Basic knowledge of a programming language (e.g. C#, Java, Python, PHP, etc.) for troubleshooting purposes.
• Good knowledge of Windows Server, Linux operating systems, and directory services such as Microsoft Active Directory/Microsoft Entra.
• Available for on-call support 24/7 service where is expected to be available to respond to urgent requests or situations outside of regular work hours (1 week/month)
• Typically requires a Bachelor’s degree or equivalent experience and training