Senior Systems Analyst - Apps Support (Pharmacy)

Position Overview

Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems. In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency. In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.

You are also responsible for delivering new and improved capabilities in systems monitoring, recovery, and stability, as well as in managing complex problems that require both technical expertise and domain-specific or workflow-related insights. This role demands a proactive, detail-oriented approach of support that fosters a stable and resilient application environment for users.

Role & Responsibilities

• Provide 24/7 primary application maintenance support.
• Keep close communication with vendor and users for issue tracking and resolution.
• Keep up to date to policies and ensure system compliance.
• Liaise closely with vendors and users in implementations such as application testing, supporting patches and upgrades in accordance with methodologies and policies.
• Plan and coordinate with end-user and vendor as well as supporting as other supporting teams for implementations such as bug fix releases, scheduled maintenance.
• Involvement in various stages of the implementations such as system integration testing, supporting users in user acceptance testing.
• Monitor and analyze application performance, logs and usage reports.
• Evaluate potential solutions and make recommendations to resolve business problems.
• Ensure business continuity by planning and performing renewals on timely basis.

Requirements

• Degree in Computer Science, Computer Engineering, Information Systems or equivalent.
• At least 2-3 years of IT industry experience, with relevant experience in system operations support.
• Knowledge of IT troubleshooting methodologies for incident and problem resolution, with relevant experience in system monitoring tools
• Good verbal and written communication skill for handling incident updates, business user queries and handle vendor discussions.
• Ability to coordinate across multiple parties such as business users, vendors and project delivery.
• Ability to identify and drive issues to a quick resolution while balancing the needs of the business, the customer and the team.
• Versatile in working independently as well as an effective team player.
• Have a strong analytical skillset for analyzing problems and able to derive solutions.
• Result and customer oriented with multi-tasking capabilities.
• ITIL v3/v4 certification and strong service oriented experience / background
• Knowledge and understanding of IT industry environment and business needs, experience in healthcare industry is an added advantage.

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