Application Support Specialist

ROLE SUMMARY 

Reporting to Head of Digital Platforms APAC, you will be working in a team environment, and responsible for managing and resolving application issues to business users. This will incorporate providing software and system support, deploying application updates and working closely with other teams to resolve technical issues. 

This role will see you joining a small and high performing team working across a wide range systems and diverse stakeholder group. As an Application Support Engineer, you'll provide exceptional support to users by troubleshooting technical issues, collaborating with teams, and gaining expertise in specific products. 

PRIMARY ROLE 

• Troubleshoot application problems, identifying the issues and guiding users through corrective steps. 

• Provide systems administration, monitoring and business/technical support. 

• Provide System Administration / Access Management for all users of the system such as adding, removing, and updating access. 

• Complete incident ownership including triage, investigation, escalations and post incident follow up. 

• Performing root-cause analysis of application related issues and recommend solutions, liaising with other ITSM service towers and end users as required. 

• Working with developers, other analysts and testers to ensure that production fixes and business process changes are fit for purpose. 

• Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management. 

• Understand client concerns, with focus of problem resolution ensuring client satisfaction. 

• Proactively communicate with clients regarding issue status and resolution progress. 

• Able to do advanced troubleshooting such as Debugging, Writing SQL queries, Basic programming. 

KEY WORKING RELATIONSHIPS 

External: 

• Development & Integration partners 

• Technology and Cyber Security partners 

• Cloud and application vendors 

• Blackstone Portfolio Companies 

Internal: 

• CTO APAC 

• Heads of Architecture & Engineering, Workplace and Service Delivery 

• DevOps engineers 

• Internal business stakeholders 

WHAT YOU BRING TO THE ROLE 

Required: 

• Bachelor's degree in information system or equivalent. 

• 3 years' experience in a similar application support role, ideally in an enterprise scale organization supporting third-party, internally hosted, and cloud-based solutions. 

• Experience in logging and managing support tickets in a helpdesk system. 

• Proficient in managing competing priorities and working to deadlines. 

• Have general experience and expertise with software and programs, and SaaS applications. 

• Background in application development with experience in one or more programming languages such as Python, .NET or JavaScript. 

• Experience with Relational databases. 

• Strong analytical and problem-solving abilities, with a proven track record of resolving complex technical issues. 

• Excellent written and verbal communication skills, confident in dealing with internal and external clients. 

• Basic experience with databases such as SQL Server. 

• Strong problem-solving skills with attention to detail. 

• Ability to work effectively both independently and as part of a team. 

• Excellent written and verbal communication skills, effectively collaborating with technical and non-technical stakeholders. 

Preferred: 

• Experience supporting Workday ERP/HCM. 

• Experience supporting ERP, financial and treasury systems. 

• Experience in using cloud technologies such as Azure. 

• Experience in Reporting platforms such as Power BI and/or Sigma. 

• Understanding of user access control, application audit review processes, and ensuring compliance with security and governance standards.