
Application Support Analyst
3 weeks ago
Job Title : Application Support Analyst
Job Location : Pune
Reports to : Head of Application Support
What Youll Do :
What Were Looking For :
- Proven experience in application support within a high-pressure, fast- changing environment.
- Strong analytical and problem-solving skills with attention to detail.
- Ability to adapt quickly, take ownership, and drive issues to resolution.
- Excellent communication skills and a user-focused approach.
- A proactive, resilient mindset and a commitment to maintaining high-quality support and documentation.
Application Support & Incident Management :
- Act as a front-line responder within the Application Support team, resolving incidents and service requests raised by users.
- Take full ownership of assigned incidents, problems, and service requests in ServiceDesk Plus, ensuring timely acknowledgment, regular updates, and resolution within SLA targets.
- Escalate issues when required and collaborate with the Head of Application Support to ensure prompt and effective resolution.
- Maintain and manage Problem tickets in line with the Problem Management process, ensuring accurate documentation and resolution tracking.
Knowledge Management & Training :
- Ensure all support guides, knowledge articles, and training materials are regularly updated and reflect the latest system functionality and processes.
- Provide training to new and existing users to enhance understanding and adoption of the system.- Monitor user activity and identify knowledge gaps; recommend and deliver user education initiatives to improve self-sufficiency and reduce support queries.
System Expertise & Continuous Improvement :
- Develop and maintain deep functional knowledge of our bespoke trading application, acting as a subject matter expert for users and internal teams.
- Provide consistent, high-quality daily support to users across multiple departments and locations.
- Assist with User Acceptance Testing (UAT) for new system releases, ensuring readiness and user impact assessment.
- Stay informed on key system developments and communicate relevant changes and enhancements to the business.
- Collaborate with the Head of Application Support to identify and implement process improvements, automation opportunities, and self-service capabilities that reduce support volume.
Additional Duties :
- Support ad hoc business tasks and initiatives aligned with the goals of the Application Support function.
Knowledge, Skills And Experience :
- Proven experience working with and documenting bespoke business applications, with the ability to become a subject matter expert quickly.
- Demonstrated experience delivering training to stakeholders and end users in a clear and engaging manner.
- Strong analytical skills, with the ability to investigate and determine root causes of recurring application issues.
- Familiarity with ITSM tools such as ServiceDesk Plus, ServiceNow (SNOW), or Zendesk.
- Logical thinker with a proactive approach to problem-solving; able to work independently and collaboratively within a team.
- Some knowledge of SQL, particularly for querying and troubleshooting data-related issues.
- Highly adaptable and proactive, with a willingness to step in and support team coverage during peak periods or absences.
- Excellent communication skills, capable of translating technical issues into clear, non-technical language for end users and stakeholders.
- Ability to thrive in a fast-paced, high-pressure environment, ideally with experience in a trading or entrepreneurial business setting.
- Strong customer and stakeholder orientation, with active listening skills and the ability to respond effectively to queries and feedback.
- Self-motivated and flexible, with the ability to prioritise tasks, manage multiple responsibilities, and meet tight deadlines.
- Strong work ethic, high energy, and a goal-oriented mindset.
- Excellent time management and organisational skills, with the ability to operate effectively in a results-driven business environment.
- Confident verbal and written communicator, capable of presenting information clearly, concisely, and with authority.
- Comfortable working in dynamic environments with shifting priorities and evolving business needs.
Qualifications / Accreditations :
- A minimum of 3 - 5 years of experience as Application Support Analyst or a similar role.
- Experience of supporting business critical applications and customer facing web applications.
- Ideally, experience working with operating systems : Microsoft Office, ERP systems, databases skills (SQL) and using cloud-based applications.
- ITIL Foundation Certificate, ideal.
- Knowledge of oil & gas or energy industry (desirable). (ref:hirist.tech)
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