Application Support Analyst

Job Title - Application Support Analyst

Job Location - Pune

Department/team - IS

Reports to - Head of Application Support

WHAT YOU'LL DO:

We are looking for a highly skilled and driven Application Support Analyst to join our specialised and growing team. This is a hands-on role that sits at the heart of our business operations, supporting our bespoke applications across key areas such as Trading, Operations, Invoicing, Credit, and Legal. Success in this role requires someone who thrives in a fast-paced, dynamic environment — someone who can think on their feet, manage competing priorities, and remain calm and effective under pressure.

What We're 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 relevant degree in Information Systems, computing studies, IT or other related fields.
- 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).

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