Application Support Analyst

Role Overview The Application Support Analyst role is responsible for providing second level support to users associated with operating relevant application software. This role includes providing technical maintenance and support services within agreed service levels and maintaining user documentation. Role Responsibilities The Application Support Analyst is responsible for (but not limited to): Maintaining accurate log entries of fault with resolution and communication according to Service Level Agreements. Ensuring all software installations and routine upgrades are implemented according to Service Level Agreements. Providing ad hoc reporting as directed by Datacom management. Working on tasks as assigned by Team Leader. Participating in ongoing team training. Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided. Providing an effective interface between users and product delivery teams, supplying all necessary diagnostic information, identifying areas of improvement and recommending changes in order to facilitate those improvements, according to procedures. Providing telephone and face to face technical support to users regarding Application issues. Using tools and processes to deliver services to customers in accordance with SLA. Ensuring defect issues not progressing are escalated according to established procedures. Following agreed procedures and responding to requests for assistance by providing information to enable users to resolve their problems. Requirements Experience: - At least 2-3 years of relevant IT Support, Software experience. - Sound knowledge of the organisation's Standard Operating Environment (SOE). - Basic understanding of financial processes and accounting principles, with the ability to support business applications used within finance or accounting functions. Nice to have: - Experience working with financial systems, ERP platforms, or accounting-related applications would be highly regarded. - Ability to interpret financial or transactional data to assist in troubleshooting application issues and supporting end users effectively. - Familiarity with processes such as accounts payable, accounts receivable, general ledger, invoicing, or financial reporting is advantageous. - Strong analytical mindset with attention to detail when handling finance-related system incidents and data validation. - Ability to communicate effectively with finance stakeholders and understand business impacts relating to application support issues. Core Competencies Demonstrates expertise in providing second level application support, ensuring adherence to Service Level Agreements while effectively communicating with users and stakeholders. Proficient in troubleshooting financial systems and supporting business applications within finance or accounting functions. Highest-signal resume keywords Application Support Service Level Agreements Financial Systems Troubleshooting User Communication ATS Optimization Keywords Hard Skills IT Support Software Maintenance Fault Logging Ad Hoc Reporting Data Validation Soft Skills Analytical Mindset Attention to Detail Effective Communication Industry Keywords Standard Operating Environment Accounts Payable Accounts Receivable General Ledger Financial Reporting #J-18808-Ljbffr