IT Application Support Analyst

IT ApplicationSupport Analyst

Job Scope / Job Description

1. Enterprise & Business Application Support

• Provide application support for ERP systems and other key business applications.
• Support day-to-day ERP operations and troubleshoot functional, data and application-related issues.
• Understand and support business processes, including purchasing, sales, inventory, finance and approval workflows.
• Assist in analysing business requirements and translating them into practical system solutions.
• Support application configuration, enhancements, system upgrades, testing and User Acceptance Testing (UAT).
• Coordinate with software vendors, ERP consultants and service providers to resolve application issues.
• Maintain application documentation, user guides and troubleshooting procedures.

2. Microsoft 365 & Productivity Application Support

• Provide application support for Microsoft 365 and Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, Teams, SharePoint and OneDrive.
• Assist users with application configuration, access permissions, document sharing and collaboration issues.
• Develop or maintain Excel templates, reports and simple productivity solutions where appropriate.
• Identify opportunities to improve productivity through Microsoft 365 tools and automation.

3. Web Applications, Integration, Automation & Digitalisation

• Support internal and external web applications, customer portals and other business systems, including application configuration, troubleshooting, testing and upgrades.
• Perform initial investigations of application errors, API, web service, data exchange and system integration issues, coordinating with vendors or technical teams for resolution.
• Identify opportunities to improve business processes through workflow automation, AI tools and digitalisation.
• Assist in supporting simple automated workflows using Microsoft Power Automate or similar tools, and utilise AI tools such as ChatGPT, Microsoft Copilot or Google Gemini to improve productivity.
• Participate in IT projects, system enhancements, testing, UAT and continuous improvement initiatives.
• Manage application incidents and service requests, perform initial troubleshooting and root-cause analysis, and follow up on outstanding issues.
• Maintain relevant technical documentation, support procedures and knowledge bases.

4. User Access, Security &Application Administration

• Manage user accounts, access rights, roles and permissions across ERP and other business applications.
• Assist with periodic user access reviews and ensure appropriate access controls are maintained.
• Support IT security, compliance and data protection requirements relating to business applications.
• Maintain records of application configurations, user access and administrative procedures.

Requirements

• Diploma or equivalent qualification in Information Technology, Computer Science, Information Systems or a related discipline.
• Some experience supporting ERP software, business applications or enterprise systems.
• Basic understanding of business processes such as purchasing, sales, inventory, finance or order management.
• Familiarity with Microsoft 365 applications, particularly Excel, Outlook and Teams.
• Basic understanding of web applications, application troubleshooting and system integrations.
• Good analytical, problem-solving and communication skills.
• Ability to work with business users, IT teams and external vendors.

Skills

Microsoft 365, Information Technology Requirements, supplier liaison, Coordinate External Vendors, Troubleshooting Procedures, Implementation of Business Processes, Business Process Analysis, application troubleshooting, Business Applications, Business Requirement Analysis, Erp Support, Enterprise Applications, Analytical and Problem-Solving Skills, Implementing Erp Solutions, User Acceptance Testing, ERP Software