Service Analyst - Application & Production Support (Specialties)

Position Overview

We are hiring a service analyst who will be responsible for key functions and deliverables that are critical to daily operations and project execution in the specialties department.

This is a 2 years direct contract position with Synapxe.

Role & Responsibilities

• Provide day-to-day support primary application maintenance and support for production systems including participation in after-hours standby support rotations where required, to ensure capabilities remain reliable, secure, and available.
• Respond to user queries, investigate and resolve production issues in accordance with agreed SLAs, and maintain accurate records of issues and resolutions to support accountability, audit requirements, and continuous improvement.
• Lead or coordinate root cause analysis efforts, implement fixes to prevent recurring issues, and escalate capability-affecting incidents, outages, security concerns, and unresolved issues promptly, particularly when SLA, security, or compliance obligations are at risk.
• Highlight recurring problems, operational risks, and performance trends to the Capability Development - Delivery team, providing operational insights to guide prioritisation and future investment decisions.
• Participate in SIT and UAT activities before go-live, using operational knowledge to ensure new capabilities and changes are practical to support, secure, and maintain over time.
• Coordinate and support the end-to-end change process from approval through deployment and sign-off, ensuring runbooks, monitoring arrangements, support procedures, and compliance checks are completed before production release.
• Maintain strong relationships with business users to ensure support remains relevant to their needs, and channel user feedback and new requirements back to the Delivery team to help shape future plans.
• Support the rollout of patches, bug fixes, and upgrades in accordance with operating system, software, and security policies, ensuring all changes follow appropriate controls and governance requirements.
• Work with teams across infrastructure, database, security, cyber defence, and data centre operations to resolve incidents and manage changes in a coordinated manner, while monitoring systems for performance and security concerns and sharing findings to support future planning and continuous improvement.
• Maintain operational documentation, including runbooks, procedures, and service catalogues, handle administrative activities such as contract and SSL certificate renewals, contribute to capability health and compliance reporting, and flag emerging risks to management promptly.

Requirements

Key competency

• Adaptability/flexibility with respect to changing end-user business needs
• Critical thinking and willingness to see things in an open-minded way and examine an idea or concept from as many angles as possible
• Dependability and willingness to take ownership of work activities and ensure that they are completed in accurate, efficient and timely manner
• Initiative to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others
• Interpersonal skills, particularly within the user group with which they will work to facilitate decisions and find solutions even amidst disagreeing stakeholder
• The ability to communicate information clearly and concisely with project leadership and subject matter experts
• Willingness to learn new software and systems
• Seeking, logically examining, and interpreting information from different sources to determine a problem's cause and developing a course of action to resolve the problem and to prevent its recurrence
• Relationship building to gain trust and establish effective relationships with vendor and stakeholders
• Resilience to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures

Qualifications

• Degree in Computer Science, Computer Engineering or IT equivalent.
• Minimum 3 to 5 years of experience in developing, implementing and maintaining IT systems
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team environment.
• Eagerness to learn and adapt to new technologies.
• Experience in healthcare industry is an added advantage.
• TIL v4/v5 certification and strong service-oriented experience / background preferred.

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