Application Support Services (G&G, RE, GIS) Level 2

About the Role

We are seeking an experienced Application Support Analyst (Level 2) to provide advanced support for business applications and systems. This role involves handling escalated incidents, managing application configurations, and ensuring system stability and performance. The ideal candidate will act as a bridge between end users, development teams, and infrastructure support.

Key Responsibilities

Handle escalated application issues from Level 1 support, ensuring timely resolution.

Troubleshoot application errors, data inconsistencies, and integration issues.

Monitor application performance and implement fixes or optimizations.

Manage user access, permissions, and configurations for key applications.

Work closely with developers to escalate bugs, test patches, and deploy updates.

Document solutions, known issues, and contribute to a knowledge base.

Support application release management, upgrades, and migrations.

Provide training and guidance to Level 1 support staff and end users.

Ensure compliance with IT security and data protection policies.

To ensure effective service delivery, contractor is expected to follow the resource guide.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field.

5 years + experience in application support or software support roles.

Strong knowledge of enterprise applications (ERP, CRM, HRMS, or similar systems).

Familiarity with SQL for data querying and troubleshooting.

Understanding of APIs, integrations, and middleware is an advantage.

Experience with ticketing systems and ITIL service management processes.

Strong analytical and problem-solving skills.

Certifications such as ITIL Foundation, Microsoft Certified, or Oracle / ERP certifications are a plus.