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