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 configuration
• 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:

1. To convene only the best qualified candidates to participate in the selection exercise.
2. Not to make any appointment following this advertisement.