Senior Application Support Analyst

About the Department

The Data Management & Business Intelligence (DMBI) function enables the MFSA to effectively manage, govern and leverage its data and digital information assets. It is responsible for data management and governance, data quality, enterprise reporting and analytics, business intelligence, records management, and key data platforms and solutions that support regulatory supervision and decision-making. DMBI works across the organisation to ensure data is trusted, accessible, well-governed and transformed into actionable insight, while enabling the Authority’s broader digital and data strategy. This role forms part of the Data Solutions team within the Data Management and Business Intelligence function. The team is pivotal in driving business efficiency and operational excellence by leveraging new and cutting-edge technologies and systems, primarily focusing on the Authority’s supervision and electronic records management processes. The team is dedicated to the development, implementation and continuous improvement of the Authority’s new digital solutions and ensuring its alignment with business objectives, thereby enhancing data quality, integrity, user productivity and the overall user experience.

About the Role

The Senior Application Support Analyst is responsible for providing technical support, administration, and operational oversight for the Supervisory Cycle Management System (SCMS), a PEGA-based solution, the Records Management System (RMS), and other applications supported by the Data Solutions team. The role focuses on ensuring the stability, availability, and efficient day-to-day operation of these systems through technical troubleshooting, system monitoring, documentation management, and the implementation of continuous improvement initiatives.

This role focuses on technical investigation, troubleshooting, and resolution of issues escalated beyond the Service Desk (Level 1). The selected candidate will also be expected to provide guidance, coaching, and knowledge-sharing to Service Desk analysts to improve first-line support capabilities. The role involves analysing system behaviour, reviewing logs, replicating issues, and collaborating with Level 3 teams by providing detailed technical findings to support deeper investigation and resolution.

Key Responsibilities Include:

• Providing Level 2 application support for SCMS and RMS, resolving complex incidents and service requests in line with agreed SLAs and KPIs;
• Investigating application issues by analysing logs, case data, workflows, and error messages;
• Replicating reported issues in test or controlled environments to support troubleshooting and escalation;
• Managing assigned incidents end-to-end, ensuring clear ownership, timely updates, and resolution;
• Escalating issues to Level 3 teams when required, providing clear and comprehensive technical analysis and findings;
• Contributing to root cause analysis (RCA) and problem management activities by identifying recurring issues and recommending improvements to enhance system stability and reduce incident volumes;
• Supporting major incident management by providing impact analysis and technical input;
• Monitoring SCMS workflows, queues, and processing behaviour to identify stuck cases, incorrect transitions, or anomalies;
• Performing approved application configuration tasks and changes in line with established procedures and business requirements;
• Ensuring application behaviour aligns with defined business workflows and processes;
• Working with relevant stakeholders to understand business workflows and processes, investigate where application behaviour does not align with expected outcomes, and support the identification and implementation of appropriate resolutions or improvements;
• Developing and maintaining accurate and up-to-date documentation of incidents, investigations, and resolutions within the Service Management Tool;
• Developing and maintaining application support documentation, including known errors, workarounds, and operational procedures.
• Coaching and supporting Level 1 Service Desk analysts on application functionality, troubleshooting techniques, and support procedures;
• Ensuring all activities comply with ITSM processes, security policies, and governance standards.

Undertake any other duties as assigned by the Head and/or as may be required by the MFSA from time to time based on the exigencies of the Authority.

Additional support outside normal working arrangements may be required only in exceptional circumstances, such as major incidents or emergency situations.

About you

This role calls for candidates with an academic qualification in Information Systems, Computer Science, or a related discipline at National Qualifications Framework (NQF) Level 6 or higher, duly certified by the Malta Qualifications Recognition Information Centre (MQRIC), or a widely recognised professional certification at an equivalent level.

Candidates should also possess a minimum of five (5) years working experience in an area related to the role, including experience supporting enterprise systems or systems built on Pega or other comparable enterprise workflow, case-management, CRM, ERP or low-code platforms.

If you do not have the necessary academic or professional qualifications but you have at least ten (10) years of relevant experience, we would still be interested in speaking with you.

Skills & Competencies:

• Possession of ITIL v4 Foundation certification is considered desirable.
• Strong troubleshooting and analytical skills, with experience in log analysis and issue diagnosis.
• Strong problem-solving skills and the ability to manage multiple priorities under pressure.
• Understanding of enterprise digital platforms and business applications, particularly workflow, case-management, low-code or comparable solutions.
• PEGA experience is an advantage but not essential; substantial experience with comparable enterprise workflow, case-management, CRM, ERP or low-code platforms is transferable. Relevant professional certifications are an advantage;
• Ability and willingness to quickly learn new and complex systems, technologies and business processes, and to apply that knowledge effectively in a support environment.
• Experience working with ITSM tools (e.g., Jira Service Management or similar).
• Strong proficiency in Microsoft Excel.
• Experience with SharePoint On-Premises environments.
• Ability to independently investigate issues and escalate effectively with clear technical information.
• Ability to document technical processes and solutions clearly and accurately.
• Strong communication skills in English (written and verbal).
• Ability to work both collaboratively within a team and independently, demonstrating strong ownership, initiative, and self-motivation.
• A proactive mindset, with a focus on continuous improvement and reducing recurring issues.
• Ability to mentor and support Service Desk analysts.

Other Important Information

The MFSA is an Equal Opportunities Employer as certified by the NCPE (National Commission for the Protection of Equality) and is committed to a policy of equal opportunity in all aspects of employment and will take care to avoid any form of discrimination in its recruitment procedures. The MFSA reserves the right to withdraw this call at any time and not to select any of the Candidates.

It is the responsibility of applicants in possession of qualifications awarded by Universities and other similar institutions outside Malta to produce a recognition statement on comparability of qualifications issued by the Malta Qualifications Recognition Information Centre (MQRIC). Applicants should do so preferably at application stage or otherwise at the preliminary interview should an applicant be selected for such interview. Details can be obtained by accessing the National Commission for Further and Higher Education website on www.ncfhe.gov.mt under MQRIC heading.

The MFSA shall ensure that any processing of personal data is in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation), the Data Protection Act (Chapter 586 of the Laws of Malta) and any other relevant European Union and national law. For further details, you may refer to the Data Protection Policy on the MFSA webpage www.mfsa.mt. Candidates are to note that the submission of any false statement/s or omission, even if unintended, may lead to the cancellation of their application and may render the candidate's appointment liable to termination.

Furthermore, please note that candidates may be asked to submit any documentation in support of the information provided, including but not limited to, proof of qualifications and Police Conduct Certificates.

Public Call Permit: 818/2026