Senior Specialist - Asset Application Support

Overview

The Senior Specialist in Asset Application Support is a technically skilled position tasked with managing and resolving intricate Level 2 (L2) incidents and service requests related to Qiddiya's asset management software suite. This requires a strong understanding of systems including ticketing platforms, point-of-sale (POS), leasing software, and park management applications. The role also ensures ongoing improvements by contributing to documentation, training initiatives, and process enhancements.

Key Responsibilities

• Deliver expert Level 2 support addressing incidents and service requests on asset-related applications swiftly and effectively.
• Conduct analysis of recurring problems to facilitate root cause identification and implement permanent resolution strategies.
• Maintain comprehensive records of support activities, resolutions, and standard operating procedures.
• Collaborate with Level 0 and Level 1 support teams by providing training sessions and sharing knowledge to enhance first-contact resolution rates.
• Engage actively in testing and validating updates or enhancements to applications to ensure stability and functionality.
• Escalate complex unresolved issues to management for further action.
• Coordinate with external vendors for specialized support when necessary.
• Work closely with business users to comprehend operational difficulties and deliver appropriate technical solutions.

Qualifications & Experience

• Possess a Bachelor's degree in Information Technology, Computer Science, or a closely related discipline.
• Have a minimum of three years’ experience providing IT application support, specifically with asset management systems.
• Demonstrate strong knowledge of application architectures and integrated systems.
• Skilled in incident management procedures and effective troubleshooting.