Job Summary
We are seeking an experienced IT Systems Support Specialist to provide application support, business analysis, and Agile delivery coordination across critical enterprise systems. This role combines production support, stakeholder engagement, process improvement, and Agile team participation to ensure business applications operate efficiently while continuously evolving to meet organizational needs.
The successful candidate will serve as a key liaison between business stakeholders, vendors, and technical teams, supporting application performance, incident resolution, systems integration, and ongoing enhancements. This position requires strong analytical capabilities, technical troubleshooting expertise, and the ability to drive collaboration within a DevOps and Agile environment.
Key Responsibilities
Application Support & Incident Management
- Provide second-level support for business-critical applications by investigating incidents, identifying root causes, and implementing effective resolutions.
- Monitor application performance, system interfaces, and data integrations to ensure operational stability and service availability.
- Investigate and resolve production issues, escalating complex incidents to appropriate support teams or vendors when required.
- Administer application security, access controls, and system configurations.
- Support incident, problem, and change management processes while maintaining service level expectations.
- Provide timely communication and updates to stakeholders regarding production issues, risks, and resolutions.
Application Deployment & System Administration
- Deploy, configure, maintain, and support enterprise applications and related technologies.
- Perform system configuration changes and enhancements to support evolving business requirements.
- Monitor data transfers, interfaces, and batch processing activities to ensure successful execution.
- Maintain compliance with software licensing, intellectual property requirements, and applicable technology standards.
Business Analysis & Process Improvement
- Collaborate with business stakeholders to understand operational objectives, requirements, and pain points.
- Gather, analyze, and document business and functional requirements.
- Translate business needs into actionable plans and technology solutions.
- Evaluate existing business processes and recommend improvements that align with system capabilities and organizational goals.
- Analyze operational data and provide recommendations that support informed business decision-making.
- Identify opportunities to improve application performance, operational efficiency, and user experience.
Agile Delivery & Team Collaboration
- Actively participate within Agile and DevOps delivery teams to support ongoing enhancements and system improvements.
- Facilitate collaboration between business users, technical teams, vendors, and third-party service providers.
- Support sprint planning, backlog refinement, testing activities, release management, and change implementation.
- Promote Agile practices and contribute to continuous improvement initiatives across the delivery team.
Documentation & Knowledge Management
- Develop and maintain support documentation, technical procedures, knowledge articles, and operational runbooks.
- Document business processes, system configurations, issue resolutions, and support procedures.
- Ensure documentation remains accurate, current, and accessible to relevant stakeholders.
Vendor & Stakeholder Management
- Build strong working relationships with internal teams, business users, external vendors, and service providers.
- Coordinate issue resolution efforts across multiple stakeholder groups.
- Support vendor management activities, including service reviews and operational discussions.
- Ensure external partners meet service expectations and contractual obligations.
Qualifications
Required
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Mathematics, Statistics, or a related discipline.
- Minimum 5 years of experience supporting enterprise applications, business systems, or technology platforms.
- Experience across at least two of the following areas:
- Business Analysis
- Application Production Support
- Systems Integration
- Testing and Quality Assurance
- Retail, Customer Engagement, Payment, Loyalty, or Mobile Application Systems
- Strong analytical and problem-solving capabilities with the ability to assess complex business and technical issues.
- Experience gathering business requirements and translating them into practical technical solutions.
- Strong stakeholder management and collaboration skills across business and technical functions.
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
- Experience working in Agile and DevOps environments.
- Knowledge of scripting and automation technologies such as PowerShell, Bash, Ansible, or similar tools.
- Ability to manage multiple priorities while maintaining attention to detail and delivery quality.
Preferred
- Experience supporting Point-of-Sale (POS) platforms and integrations with payment, loyalty, or mobile applications.
- Working knowledge of Secure File Transfer technologies and related protocols.
- Experience with SQL databases, queries, and data analysis.
- Familiarity with information security, risk management, governance, or compliance frameworks.
- Knowledge of programming languages such as Python, C#, or JavaScript.
- Exposure to cloud platforms and cloud-based architectures such as Microsoft Azure or AWS.
Key Competencies
Business Analysis & Technical Expertise
- Ability to understand business strategies, operational objectives, and system integration requirements.
- Experience facilitating process improvement initiatives across multiple stakeholder groups.
- Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable solutions.
- Solution-oriented mindset with resilience and persistence when addressing complex challenges.
- Understanding of incident management, service management, vendor management, and service level agreements.
Communication & Stakeholder Engagement
- Ability to communicate effectively with stakeholders at all organizational levels.
- Skilled at translating technical information into clear business language.
- Strong facilitation, collaboration, and influencing capabilities.
- Ability to coordinate efforts across multiple internal and external teams.
Leadership & Personal Effectiveness
- Demonstrates ownership, accountability, and initiative.
- Ability to influence outcomes and build trust among stakeholders.
- Strong organizational and prioritization skills in fast-paced environments.
- Comfortable working independently while contributing effectively within cross-functional teams.
- Willingness to provide after-hours support when required.
- Adaptable, proactive, and committed to continuous learning and improvement.