Application Support Analyst

We need an Application Support Analyst who can dig into a problem, find the root cause and make sure it doesn't happen again. You'll be the link between business users, developers and vendors, keeping our core business applications stable and our users productive.

• Provide second- and third-line support for in-house and third-party business applications
• Investigate, diagnose and resolve incidents within SLA, using logs, monitoring tools and SQL queries
• Lead problem management: run root-cause analysis and drive permanent fixes with development teams or vendors
• Write and run SQL queries to analyse data, validate fixes and correct data issues safely
• Support releases and deployments, including test validation, go-live checks and post-release monitoring
• Manage application configuration, integrations (APIs, file transfers, batch jobs) and scheduled processes
• Liaise with software vendors on escalations, patches and upgrades
• Maintain support documentation, runbooks and knowledge-base articles
• Train key users and mentor junior support staff (senior candidates)
• Participate in a standby/on-call rotation

• Relevant IT degree or diploma, or equivalent experience
• 3+ years' application support experience (senior candidates: 6+ years)
• Strong SQL skills (SQL Server preferred) for troubleshooting and data analysis
• Understanding of web applications, APIs (REST/SOAP), web servers (IIS) and Windows Server environments
• Experience with ITIL processes: incident, problem and change management
• Comfortable reading application and event logs and using monitoring tools

Advantageous:

• ITIL Foundation certification
• Scripting (PowerShell, Python) for automation
• Experience supporting ERP, CRM or financial systems
• Exposure to Azure or AWS hosted applications
• Basic understanding of .NET or Java applications

Please note: due to the high volume of applications, only shortlisted candidates will be contacted. If you have not heard from us within 30 days of submitting your application, please consider your application unsuccessful.