Business Application Support Specialist

Role & responsibilities

• Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
• Interact with users to resolve applications related issues and provide Application Support in a timely manner in line with company SLAs.
• Provide end-user application support for internal RWS employees, ensuring that the end-toend customer experience is positive, consistent, and high quality.
• Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, or Teams.
• Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, updated and closed on completion.
• Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
• Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements. The types of support provided will include the use of remote-control software, email advice and at desk support to RWS’s pan Global user base.
• Responsible for performing pre-emptive tasks as well as scheduled maintenance tasks to ensure the data integrity within the systems.
• Provide data reports to the relevant stakeholders in timely manner.
• Liaison with Product Owners and Product Development teams to ensure that the bugs and defects identified in the production systems are reported on time to them and all product change and release deployments are closely monitored and reported on.
• Collaborate with other IT teams like the IT Service Delivery team, Infrastructure team etc. when the resolution of the reported application issues is dependent on the change or fix which is to be implemented on IT side.
• Assist the Global IT Project Management teams on projects concerning these applications like providing subject-matter data, perform application testing etc.
• Collaborate with the other departmental resources like Finance personnel, Programs Managers etc. to ensure that the actions taken on the data within the systems align with RWS’s policies and processes.
• Update and Maintain the Support Knowledgebase documents, and instruction guides when required and where appropriate.
• As part of continued development, the role will require ad-hoc project work to be carried out.

Skills & Experience

Essential

• Practical experience of supporting applications to ensure their operability and efficiency.
• Hands-on experience working on support tickets.
• Good verbal and written communication skills (English).
• Working knowledge of Databases and how to write or analyze SQL database queries.
• Strong analytical skills.
• Good numerical skills.
• Practical experience in using/creating/updating/maintaining knowledgebase and support documentations.
• Good understanding and knowledge of Microsoft Office (especially Microsoft Excel)
• Willingness to work in shift-based schedule.

Desirable

• Logical and methodical approach to working.
• Ability to negotiate with and influence staff at all levels.
• Working knowledge of Linux OS and commands
• Knowledge of Windows Operating Systems
• Knowledge of ISO 27001
• Knowledge of ITIL

Essential

• 2.5 – 3.5 years’ experience within an application support environment

Desirable

• Support experience working with Business Applications’ products like ERP, HR management system etc.
• Knowledge and previous experience in any other technology environment.