Application Support Officer

• • Shared Services
  • Application Support Officer - Applications

Job Description of Application Support Officer

Location:

Head Office

Job Title:

Application Support Officer - Applications

Department:

InformationTechnologyDepartment

Reports to (Title):

Manager - IT Projects and Enterprise

Direct Reports:

Job Purpose

Food Concepts Plc is currently seeking a highly skilled and experienced Application Support Officer to support our Application and Data infrastructure. The ApplicationSupport Officer provides day-to-day operational support for all business applications within the organization. Working closely with the IT Projects and Enterprise Manager, the role ensures stability, performance, and effective use of enterprise systems by providing technical support, monitoring system health, coordinating issue resolution, and supporting application administration across departments

Core Responsibilities and Key Result Areas

• Application Support & Operations
  • Provide first- and second-line support for business applications such as ERP, POS, HR systems, finance applications, CRM, and other enterprise tools.
  • Log, track, and resolve application-related incidents and service requests in line with SLAs.
  • Escalate complex issues to the Application Support Manager or vendors and follow through to resolution.
  • Monitor application performance and report system anomalies or recurring issues.

• ApplicationAdministration
  • Support the administration of applications, including user account setup, role-based access control, and permissions management.
  • Assistwithconfiguration,routinemaintenance,andsystemhousekeepingactivities.
  • Ensure application data accuracy by performing routine checks and validations.
  • Support application upgrades, patches, and releases under the guidance of the Application Support Manager.

• Integration & Data Support
  • Assist in monitoring integrations between applications (e.g., POS to ERP, HR to payroll, inventory to finance).
  • Help identify and report data synchronization issues and work with relevant teams to resolve them.
  • Support data extraction and basic reporting for business users when required.

• User Support & Training

• • Serve as a key point of contact for end users, providing guidance on system usage and best practices.
  • Assist in developing user guides, FAQs, and knowledge-based articles.
  • Support onboarding and refresher training sessions for users on enterprise applications.
  • Promote user adoption and proper system usage across the organization.

KeyPerformance Indicators

• IncidentResolution/ResponseTime
• Mean Time to Resolution (MTTR)
• Process Control & Compliance Score
• User Satisfaction Score (IT Services)
• Policy and SOP Coverage/Implementation
• EmployeeTrainingCoverage
• Change Success Rate

Knowledge Requirements

• Bachelor’sdegreeincomputerscience,InformationTechnology,orarelatedfield.
• 1-2 years of experience in application support, IT service desk, or systems administration.
• Hands-on experience supporting enterprise applications such as ERP, POS, HRIS, finance, or CRM systems.
• Basicunderstandingofdatabases(SQL),systemintegrations,andapplicationworkflows.

Job Specifications

EducationalRequirements

ProfessionalRequirements

Experience Requirements

- Bachelor’s degree in computer science, Information Technology, or a related field.

Certifications:

• ITIL Foundation
• Microsoft, SAP, Oracle, or other application-specific certifications
• Service desk or IT support certifications (e.g., CompTIA A+, Network+)

• Minimum of 1 year of Strong troubleshooting and analytical skills
• Good understanding of business processes and how applications support them
• Excellent communication and customer service orientation
• Strongdocumentationandorganizationalskills
• Ability to work under pressure and manage multiple priorities
• High attention to detail and commitment to system

integrity.

WorkingConditions

Jobholders typically work 40 hours per week, Monday to Friday, although there may be weekend or extended hours.

Contacts and Purpose of Contact

Internal Contacts (most frequent contacts)

Purpose of Contact

• Employees and Key Users
• Process Owners
• Senior Management
• Executives
• Head IT
• Key business partners and stakeholders

• Provide support services to information to stakeholders, ensuring clarity and

understanding.

• Clarify and discuss to ensure mutual understanding and informed decision-making.
• Facilitate open dialogue to drive collaboration and resolution.

.

External Contacts (most frequent contacts)

• Software Dev Teams
• ImplementationPartners

Authorization

Name and Signature: Ruth Osaigbovo

Date: 08/01/2026