Application Support Specialist

Job Summary

The Application Support Specialist is responsible for providing Level 1 and Level 2 support for enterprise applications, ensuring system stability, performance, and compliance with Service Level Agreements (SLAs). The role involves troubleshooting, documentation, system configuration, user onboarding, cross-functional collaboration, and leading process improvement and project management initiatives. The incumbent plays a key role in maintaining operational continuity while supporting enhancements and automation across enterprise systems.

Role responsibilities:

§ L1 and L2 Support –Timely troubleshooting and problem resolution within SLA

§ Creating and maintaining Requirement Document, Integration document, Impact Analysis, RCA, and Solution Document

§ Creating and maintaining user manual and admin manuals

§ Onboarding of New Users (Supporting Application Training)

§ Working with Cross-Functional Teams

§ Collaborate with business stakeholders to resolve issues, implement enhancements, and support UATs.

§ Analyzes and correlates data to define problems. Identifies alternatives.

§ Expert knowledge of software configuration and support, experience with relational databases and report generation.

§ Oversees and reviews workflow analysis of existing systems to determine new procedures for maximizing the benefits achieved through use of the automation. System recommendations reflect utilization of workflow/process analysis.

§ Coordinates and directs project staff to ensure projects/requests are completed within timetables and objectives are met as evidenced by project plan documentation in accordance with IT documentation standards.

§ Research and recommend alternative actions for problem resolution

§ Employ productivity aids in all aspects of assignments

§ Provides project management leadership for projects as evidenced by project planning, problem resolution, change control and quality assurance activities.

§ Leads process improvement, innovation and automation initiatives

§ Provides project management leadership for multiple (often competing or coinciding) projects as evidenced by project planning, problem resolution, change control and quality assurance activities.

§ Leads project task force meetings or work groups for multiple projects. Ensures distribution and documentation of minutes, vendor project correspondence and status reports as required.

Qualifications

§ Bachelor in IT or Relevant

§ Relevance will be reviewed and confirmed by ISD in line with technical competencies of applicant.

Experiences

§ Overall 10-12 years’ experience in similar skill set

§ Relevance will be reviewed and confirmed by ISD in line with technical competencies of applicant.

§ Excellent communication skills (oral & written) in English. Arabic is preferred.

§ Excellent customer interaction attitude and behavior

§ Experienced in implementing software and configuration changes across enterprise systems.

§ Experienced in installation, setup, configuration, and maintenance of software and user devices.

§ Experience collaborating with including Infrastructure, Security, Telecom, and Network Operations, to ensure end-to-end system stability and compliance.

§ Strong experience with Web technologies and the infrastructure needed to support web applications (e.g. reverse proxies, application load balancers, CDNs, networks, Layer 7 firewalls, TLS certs, web servers, etc.)

Skills

§ In one or more in areas, like Enterprise systems (MS Dynamics 365 SAAS (CRM), IBM Maximo Application Suite, Oracle EBS 12.2.X/Fusion, ARM), Microsoft technologies (Azure, .NET Framework, SQL Server, SharePoint), Oracle Techstack (Primavera P6, Unifier, Oracle Cloud Infrastructure (OCI), Oracle Database), OpenText techstack (Content Management, BPM, Application Monitoring Tools)