JOB PURPOSES:
- The Application Support Analyst provides functional support, incident resolution, and continuous improvement for business applications (ERP, MES, and domain-specific systems).
- The role acts as a bridge between IT and business teams, ensuring smooth system operation, resolving day-to-day issues, and supporting application enhancements.
ACCOUNTABILITIES:
1. Application Support & Incident Handling
- Provide Level-2 support for ERP, MES, and SLA compliance for application business applications. support tickets.
- Troubleshoot system issues, identify root through analysis and causes, and coordinate fixes with vendors or
developers.
- Document incidents, workarounds, and resolutions to build the internal knowledge base.
- Ensure timely ticket resolution in alignment with ITSM SLAs. Ensure compliance with IT policies, security standards, and audit requirements.
2. Support on Change, Testing & Release
- Prepare use cases, test scripts, and perform UAT with Key Users
- Validate changes, enhancements, and new system releases
- Support release planning, documentation, and business communication
3. Application Maintenance & Configuration
- Support system configuration changes based on approved requests.
- Maintain master data or application parameters where applicable.
- Monitor scheduled jobs, interfaces, and data flows to ensure accuracy
4. Project Participation
- Participate in IT application projects (upgrades, rollouts, new modules).
- Coordinate with
project managers, platform specialists, vendors.
- Support scoping, requirements, testing, and cutover activities
5. Collaboration with Key User Operating Model
- Work closely with Key Users as the first line of functional support.
- Provide training, documentation, and knowledge transfer to Key Users.
- Support Key Users in UAT, release adoption, and process troubleshooting.