Application Analyst

Job Description

Application Support:

• Provide firstline technical & functional support to endusers addressing applicationrelated 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 enduser expectations and adhere to quality standards.

Documentation

• Maintain uptodate 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

• Bachelors 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 problemsolving skills with a keen eye for detail.
• Strong communication and interpersonal skills with the ability to collaborate effectively with crossfunctional teams and endusers.
• Familiarity with project management concepts and the ability to prioritize tasks effectively.

Remote Work :

No