Job Description

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Purpose of the Job

The purpose of the Application Support Specialist II role is to provides specialist support end users with the operation and functionality of software applications. The role provides technical support relating to various applications, system-level software, compilers, and other general computing applications, troubleshooting more complex malfunctioning of applications or software systems and analysing software requirements. The role works in close collaboration with project teams and functional units to deliver client application support and ensure IT operations run smoothly. The Application Support Specialist II executes operational processes of medium to high complexity and scale.




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Job Objectives

Plan and execute application support activities within assigned business areas

Provide specialist application support and resolution of multiple software applications / products of varying complexity. Work with Analysts, Developers, Programmers and business to identify and resolve medium to high complexity software issues and effectively support end users. Review and give specialist technical input to technical design specifications. Provide technical support to end users, including support with requests, issues and queries on system functionalities of medium to high complexity. Investigate and analyse problems of medium to high complexity in order to establish the root cause. Execute development, configuration and upgrading of medium to high complexity system activities, effectively planning and handling all assigned changes within the specified environment. Execute multiple software releases and deployments. Plan and co-ordinate activities across multiple functional lines, ensuring all assigned tasks are executed on time and within agreed frameworks and standards. Provide back-up to team members and senior specialists as required. Conduct end user training on more complex applications. Participate in functional, regression and performance testing of medium to high complexity applications. Assign and co-ordinate tasks for team as required.

Coordinate and ensure timely and effective communication with team, stakeholders and users

Work closely with team members and team managers to enable quick prioritisation and timely resolution of issues. Maintain regular communication with users across business areas, answering questions, updating on system changes, troubleshooting problems, and providing specialist assistance. Maintain regular communication with internal and external stakeholders, branch teams and IT operations.

Coordinate and deliver effective day to day IT operations within the specified area

Handle all relevant support issues Keep track of and identify support call trends and communicate these and make recommendations on suitable resolutions to Lead Specialist and relevant stakeholders where applicable. Monitor and follow-up all assigned service desk calls according to service level agreements. Support and execute client-specific application configurations of medium to high complexity. Train and support 1st and 2nd level Service Desk support teams. Effectively deliver on own priorities and support with coordination of team priorities as required.
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Qualifications

SDA - Service Desk Analyst Certification - (essential) MS SQL fundamentals (Introduction to SQL) Certification - (desired) MS SQL - Querying data with Transact Certification - (essential) ITIL 4 Bridge Certification - (desired) DevOps principles - (desired)
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Experience

+4 years' experience in a Senior Applications Support specialist or similar role within an IT support team working with multiple applications software and solutions - (essential). Demonstrated experience in cloud solutions - (essential). Experience of working on projects in both Agile and DevOps - (essential/preferred) Change management experience - (essential/preferred) Experience in a Retail / Wholesale / Financial Services industry - (desirable) Experience in software development and testing - (desirable).
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Knowledge and Skills

Solid IT support and operations knowledge - (essential). Remedy software knowledge - (desirable) Exposure to vendor management - (desirable) Exposure to Project Management - (desirable) Knowledge of SDLC - (desirable)
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