Service Analyst - Application Support

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 on-going application support and be involved in various stages of the SDLC.
• Conduct user requirement analysis for the development / implementation of new systems and enhancements to existing systems.
• Involvement in the system integration testing phase prior to implementation.
• Plan and coordinate end-user training for any system implementations or enhancements.
• Liaise closely with business users and build good rapport.
• Liaise closely with vendors in project implementation, application testing, supporting application patches and upgrades in accordance with project methodologies and policies.
• Support the team in defining project requirements, tracking and documentation.
• Provide 24/7 primary application maintenance and support

Requirements

• Good understanding of IT applications especially web based systems.
• Have basic knowledge and understanding of AWS.
• Basic knowledge of end-user computing.
• Comfortable communication with internal and external stakeholders.

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