Application Support Specialist

Overview

The Application Support Specialist is responsible for providing Level 1 and Level 2 support for enterprise applications, ensuring system stability, performance, and compliance with Service Level Agreements (SLAs). The role involves troubleshooting, documentation, system configuration, user onboarding, cross-functional collaboration, and leading process improvement and project management initiatives. The incumbent plays a key role in maintaining operational continuity while supporting enhancements and automation across enterprise systems.

• L1 and L2 Support – Timely troubleshooting and problem resolution within SLA
• Creating and maintaining Requirement Document, Integration document, Impact Analysis, RCA, and Solution Document
• Creating and maintaining user manual and admin manuals
• Onboarding of New Users (Supporting Application Training)
• Working with Cross-Functional Teams
• Collaborate with business stakeholders to resolve issues, implement enhancements, and support UATs.
• Analyzes and correlates data to define problems. Identifies alternatives.
• Expert knowledge of software configuration and support, experience with relational databases and report generation.
• Oversees and reviews workflow analysis of existing systems to determine new procedures for maximizing the benefits achieved through use of the automation. System recommendations reflect utilization of workflow/process analysis.
• Coordinates and directs project staff to ensure projects/requests are completed within timetables and objectives are met as evidenced by project plan documentation in accordance with IT documentation standards.
• Research and recommend alternative actions for problem resolution
• Employ productivity aids in all aspects of assignments
• Provides project management leadership for projects as evidenced by project planning, problem resolution, change control and quality assurance activities.
• Leads process improvement, innovation and automation initiatives
• Provides project management leadership for multiple (often competing or coinciding) projects as evidenced by project planning, problem resolution, change control and quality assurance activities.
• Leads project task force meetings or work groups for multiple projects. Ensures distribution and documentation of minutes, vendor project correspondence and status reports as required.

• Bachelor in IT or Relevant
• Relevance will be reviewed and confirmed by ISD in line with technical competencies of applicant.

• Overall 10-12 years’ experience in similar skill set
• Relevance will be reviewed and confirmed by ISD in line with technical competencies of applicant.
• Excellent communication skills (oral & written) in English. Arabic is preferred.
• Excellent customer interaction attitude and behavior
• Experienced in implementing software and configuration changes across enterprise systems.
• Experienced in installation, setup, configuration, and maintenance of software and user devices.
• Experience collaborating with including Infrastructure, Security, Telecom, and Network Operations, to ensure end-to-end system stability and compliance.
• Strong experience with Web technologies and the infrastructure needed to support web applications (e.g. reverse proxies, application load balancers, CDNs, networks, Layer 7 firewalls, TLS certs, web servers, etc.)

• In one or more in areas, like Enterprise systems (MS Dynamics 365 SAAS (CRM), IBM Maximo Application Suite, Oracle EBS 12.2.X/Fusion, ARM), Microsoft technologies (Azure, .NET Framework, SQL Server, SharePoint), Oracle Techstack (Primavera P6, Unifier, Oracle Cloud Infrastructure (OCI), Oracle Database), Open Text techstack (Content Management, BPM, Application Monitoring Tools)