Senior Applications Support Officer

Job Purpose

The jobholder is responsible for supervising Applications Support activities providing L1 support for internal and external applications, portals, and ERP, through an appropriate ticketing system, to ensure availability and high performance for users within agreed service level agreements and timeframe.

Specific Operational

• Receive requests / incidents of applications, portals, and ERP, log in the ticketing system and identify critical issues to resolve or escalate to Applications Management as per support process and agreed service levels
• Update on a continuous basis the ticketing system to ensure full benefit from the tool regarding applications support
• Perform level 1 support to applications, portals, and ERP including ticketing and incident management in line with set priorities and criticality to maximize availability and reliability and ensure smooth running of applications
• Identify the root cause of repetitive incidents and provide recommendations to reduce likelihood of reoccurrence and forward to Applications Management for complete resolution
• Coordinate with the Business Analysis on application change requests that may result from application incident management activities
• Prepare and provide end-user self-help manual for immediate self-troubleshooting
• Coordinate with Business Analysis and Development on requirements to update and develop application support ticketing system
• Report on application support performance including users’ satisfaction levels and feedback for decision-making purposes and recommend improvement actions

Education, Certifications

• Bachelor’s degree in computer science or computer engineering or a related field
• Information Technology Infrastructure Library certification (ITIL) or Microsoft Certified Solutions Associate (MCSA) or any other equivalent certification is preferable
• English language level: Intermediate

Experience

• 5+ years of relevant experience
• Experience in applications support
• Previous experience in government sector or regulatory bodies is preferable