Application Support Specialist

KEY RESPONSIBILITIES 1. Incident and service request management • Respond to, diagnose and resolve application incidents and service within agreed SLAs. • Triage and prioritise tickets by business impact; handle non-routine problems through research, isolation and resolution. • Escalate incidents that need specialist input to Internal IT or the software vendor, with clear evidence and reproduction steps, and follow them through to closure. • Keep users informed throughout the lifecycle of their ticket and keep ticket records in Ticketing system accurate and complete. 2. Application administration and configuratio n • Set up and maintain user access, roles and permissions for new users, movers and leavers, in line with approved access requests. • Maintain reference tables, parameters and workflow configuration in business applications, following change control. QUALIFICATIONS AND EXPERIENCE • A degree in Computer Science, Information Systems or a related field • At least 3 years’ experience in application support, technical support or a similar role supporting business users. • Hands-on experience with a ticketing tool (e.g. Jira Service Management, ServiceNow) and working to SLAs. • Working knowledge of SQL for querying and investigating data. • Understanding and practical use of ITIL processes (incident, problem, change and request management). • Strong analytical and problem-solving skills, with a focus on continual service improvement. • A customer-service mindset and clear written and spoken communication in English and French. The Company reserves the right: To convene only the best qualified candidates to participate in the selection exercise. Not to make any appointment following this advertisement.