Key Purpose

• Application Support Analysts provide application maintenance and support to organizations and companies to minimize service disruption and facilitate operations. They investigate problems with software applications, diagnose root causes, and work on fixing them. Their job entails the development and integration of various code fixes that can be reused by any staff involved in a similar function.
• Application Support Analysts are also responsible for identifying known errors and problem trends and for finding permanent solutions. They frequently help with training of new staff and provide expert advice and support to departments across the organization. They are also tasked with defining application support standards and processes and writing the related documentation.

Areas of responsibility may include but are not limited to

• Provide support to business users and investigate data discrepancies and application errors and propose modifications and enhancements to existing applications to improve their functionality or address any issues that arise.
• Primarily responsible for accurate problem identification, system fixes, and resolution.
• Implements a wide range of creative solutions and uses judgment based on deep technical knowledge to determine the best course of action to resolve technical issues that pose a significant risk to the firm and/or affect a large number of users
• Conduct issue resolution, root cause analysis and remediation.
• Working closely with cross functional teams across the organization.
• Knowledge of the production support processes such as incident case management, logging, prioritization of issues and status updates to various levels of management.
• Escalation Level Production Support duties; optimize application’s stability and performance through utilization of internal and external resources

Personal attributes and skills

• Time Management
• Telephone etiquette
• Communication
• Listening
• Conflict handling
• Soft-skills
• Report writing
• Technical skills

Education and Experience

Education:

• Matric (Essential)
• IT/Software qualification (Essential)

Minimum Experience:

• 1-2 years’ experience as a Support Analyst (Essential)
• SQL knowledge with at least 1 year experience (Essential)