Application Specialist

The primary function of an Application Support Specialist is to be responsible for ensuring the smooth operation and functionality of banking applications with main focus on treasury management and compliance systems. The candidate should provide technical assistance and support to end-users, troubleshoot application issues, and collaborate with development teams to resolve problems and improve application performance. The role requires strong technical skills, excellent problem-solving abilities, and effective communication with both technical and non-technical stakeholders.

Key Responsibilities: Application Support: Provide technical support and assistance to end-users, including troubleshooting application issues, answering user inquiries, and resolving problems in a timely manner. Issue Resolution: Analyse and diagnose software application issues reported by end-users, utilizing diagnostic tools, log analysis, and problem-solving techniques to identify the root cause and implement appropriate solutions. Incident Management: Manage and prioritize incidents according to severity, ensuring timely resolution or escalation to the appropriate teams or vendors, while adhering to service level agreements (SLAs). Documentation: Maintain comprehensive documentation of support processes, troubleshooting steps, and known issues, enabling efficient issue resolution and knowledge sharing among the team. Application Monitoring: Monitor the performance and availability of applications, utilizing monitoring tools to proactively identify potential issues and address them before they impact end-users. Collaboration: Collaborate closely with cross-functional teams, including software developers, system administrators, and database administrators, to resolve complex issues, perform application upgrades, and implement enhancements. Training and User Support: Conduct training sessions and create user documentation to educate end-users on application functionality, best practices, and self-help troubleshooting techniques. Change Management: Assist in the planning and execution of software releases and updates, ensuring minimal disruption to end-users and maintaining system stability. Continuous Improvement: Identify opportunities for process improvements, automation, or efficiency enhancements within the application support function, and contribute to their implementation. Customer Service: Provide exceptional customer service by maintaining a positive and professional attitude, effectively communicating with end-users, and ensuring their satisfaction with the support provided. Education: Minimum B.Sc. In Information and Communications Technologies, Computer Science or equivalent Proficiency in working with databases including knowledge of SQL (Structured Query Language), understanding database design and normalization, and experience with database management systems, such as Oracle, MySQL, or Microsoft SQL Server Experience in the banking/financial industry will be an advantage