Application Support Analyst (SP5) - IT Enterprise Services Platform
Position summary
Introduction
Job description
KEY PERFORMANCE AREAS (KPAs)
The Application Support Analyst: Intermediate duties include the following:
Production Support:
· Provide Level 1/2 support for assigned business applications, handling incidents and service requests from the Service Desk and business users within agreed SLAs and support procedures.
· Record, categorise, prioritise and update tickets accurately, including clear troubleshooting notes, customer updates, escalation details and closure information.
· Investigate incidents using application logs, monitoring dashboards, error messages, scheduled job outputs and user information to identify likely causes and appropriate next steps.
· Perform routine data and integration checks across databases, APIs, middleware, interfaces and batch processes, escalating suspected defects or complex failures to senior analysts or technical teams.
· Support Major Incident response by providing timely information, completing assigned recovery tasks, joining technical bridges when required and following agreed communication and escalation paths.
· Contribute to problem management by identifying recurring incidents, capturing evidence, supporting root-cause investigations and assisting with agreed preventative actions.
· Monitor service health and alerts for assigned applications, highlight abnormal trends or risks, and assist with basic dashboard and reporting updates.
· Participate in an on-call or after-hours support rotation where required, following documented procedures and escalating timeously to minimise business disruption.
Release Validation, Testing Support and Operational Readiness:
· Support release readiness activities by checking assigned runbooks, monitoring, access requirements, operational checklists and known issues before implementation.
· Execute smoke tests, standard regression checks and operational validation steps for assigned applications, integrations, batch jobs and critical user journeys.
· Verify approved configuration changes, parameters, scheduled jobs and environment settings under guidance and record validation outcomes accurately.
· Assist during change implementation and hypercare by monitoring service health, logging defects or regressions, and escalating issues to senior analysts or delivery teams.
· Maintain assigned support test packs, smoke-test scripts and known-issue lists to support repeatable validation for future releases.
Inter Team Collaboration:
· Work with Service Desk, Administrators, Developers, Infrastructure/Cloud, Security and vendors to resolve assigned incidents and service requests using agreed escalation channels.
· Provide operational feedback to delivery teams on supportability gaps such as unclear alerts, missing runbooks, deployment issues or recurring production errors.
· Participate in relevant agile ceremonies and support forums to raise operational risks, readiness concerns and recurring support issues.
· Provide clear handovers and stakeholder updates during incidents, changes and support transitions, ensuring status, impact, workaround and next steps are understood.
Team and Documentation Management:
· Create and update runbooks, troubleshooting guides, knowledge articles and support notes for assigned applications using approved templates and standards.
· Maintain service support documentation such as escalation matrices, environment details, known issues, operational checklists and release/hypercare notes.
· Capture incident timelines, investigation steps and corrective actions accurately to support post- incident reviews and knowledge sharing.
· Assist with simple support scripts, standard diagnostic checks and repeatable support tasks where approved, ensuring access control and audit requirements are followed.
· Share knowledge with peers and Service Desk colleagues on common issues, workarounds and self-service guidance.
Minimum requirements
CORE COMPETENCIES:
§ Customer focus: respond professionally to users and stakeholders, provide regular updates, and follow through on assigned support activities.
§ Analytical thinking: apply structured troubleshooting, use available evidence, and know when to escalate complex or high-risk issues.
§ Collaboration: work effectively with peers, senior analysts, delivery teams, vendors and business stakeholders to resolve issues.
§ Communication: write clear ticket notes, status updates and knowledge articles, and communicate impact, progress and next steps clearly.
§ Planning and prioritisation: manage assigned tickets, balance urgency and impact, and work accurately in a busy support environment.
§ Learning agility: build application and domain knowledge, accept coaching, and contribute ideas to improve support processes and documentation.
EXPERIENCE/KNOWLEDGE & SKILLS
§ 3–5 years experience in application support, production support, service desk escalation or a related IT support role, preferably in a regulated or financial services environment.
§ Working knowledge of ITSM processes and tools, including Incident, Request, Problem and Change Management, with awareness of SLAs and operational reporting.
§ Practical troubleshooting ability across application screens, user access, logs, interfaces, scheduled jobs, data issues and infrastructure dependencies.
§ Basic to intermediate SQL and data investigation skills, including querying data, checking records, validating outputs and supporting approved data fixes under guidance.
§ Exposure to APIs and integrations, including interpreting error messages, testing endpoints with standard tools and escalating authentication, payload or connectivity issues.
§ Basic scripting or automation exposure, such as PowerShell, Python or Bash, to support diagnostics, routine checks or repeatable support activities.
§ Experience supporting release validation, smoke testing, change implementation support, hypercare or post-release monitoring activities.
§ Good communication and documentation skills, including clear ticket updates, handover notes, knowledge articles and stakeholder communication during support activities.
QUALIFICATIONS
§ Diploma or Degree in Information Technology, Computer Science, Information Systems, or equivalent.
§ ITIL 4 Foundation (or equivalent ITSM training) will be an added advantage.
§ Cloud fundamentals certification (Azure/AWS/GCP) will be an added advantage.
§ SQL / data fundamentals certification (e.g., Microsoft SQL) will be an added advantage.
§ Agile/SAFe foundations and/or security fundamentals certification will be an added advantage.