Application Support Analyst

As an Application Support Analyst your main purpose is:

• Provisioning of 3^rd level application support services on DBs systems;
• Providing application configuration and maintenance on DB’s business facing applications, by becoming an expert on the use of all aspects of these applications;
• Delivering support to existing business users and investigating and resolving application errors, data discrepancies and queries;

 As an Application Support Analyst your main responsibilities will involve:

• Application support:

• Receive and investigate problems and requests for support and determines appropriate actions to take;
• Prioritizes requests in accordance with agreed criteria;
• Provide correct responses to requests for support by means of for example: making modifications to system parameters, developing work-arounds or site-specific enhancements, reconfiguring systems, changing operating procedures, providing training input for users or operations staff, producing additional documentation, or escalating requests to software suppliers. Ensure all work is carried out and documented in accordance with required standards, methods and procedures;
• Monitor application systems for which responsible by regular scrutiny of reports from the applications software or the ICT team. Note problems and identify performance trends;
• Liaise with internal or external software suppliers on the development of system enhancements to overcome known problems;
• Identify and develop enhancements and functionality changes on the applications in scope.

• Business analysis:

• Investigate and model business functions, processes, information flows and data structures, using methodical and consistent techniques; (ii) investigate operational requirements and problems, contributing to improvements; (iii) specify information flows, processes/procedures that will meet the business requirements;
• Document work, take part in user meetings and assist in presenting issues and solutions both orally and in writing;
• Assists in defining acceptance tests for new or changed automated systems, Supporting testing on behalf of users, operations and testing teams;
• Be the liaison between business units, technology and support teams;

Working with application management for functional trouble-shooting and resolution of reported bugs and issues with applications.

 As an Applications Analyst your skills will include:

• 3-5 years of BA/QA experience;
• Strong understanding of SDLC, knowledge of Agile project management and ITIL methodology would be beneficial;
• Strong practical experience of web-applications testing;
• Good SQL knowledge (i.e. ability to use aggregate functions etc), proficient in Microsoft Office applications;
• Good analytical skills and understanding of requirements processing;
• Deep understanding and practice experience in defects identification and supporting software applications;
• Experience working with business requirements and detailing them into System-level Functional Specifications;
• Ability to communicate functional-level details to solution developers to support transition, translation and development;
• Ability to quickly troubleshoot and establish functional issues in production, solution testing, etc.;
• Possess basic-level understanding of technical aspects including middleware, to independently run interface tests between applications and services;
• Awareness of Quality Management tools and techniques;
• Ability to identify and interpret stakeholders needs and requirements;
• Fluent in English (written/verbal)
• Ability to share information, transfer knowledge and expertise to team members
• Ability to work in virtual teams and matrix organizations and proven negotiation skills working above, below and outside of own role;

Mandatory Education / Qualifications

Degree from an accredited college or university with a concentration in Business, Economics, Engineering or Computer Science (or equivalent Business Analysis certification and/or relevant work experience)