Application Support:

Provide first-line technical & functional support to end-users, addressing application-related issues and inquiries promptly.
Troubleshoot and resolve software issues, system errors, and performance issues in a timely manner.
Monitor application performance and proactively identify potential problems, taking appropriate actions to ensure smooth operations.
Collaborate & coordinate with the development team to escalate technical issues and follow up on problem resolution.
Conduct thorough analysis of existing applications and software systems, identifying areas for improvement, efficiency enhancements, and potential risks.
Manage incidents in the ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs).
Communicate with users during incident resolution, keeping them informed of progress and expected resolution times.

Business Requirements Gathering:

Support & Assist Business analysts to understand business needs, processes, and pain points.
Support in eliciting, documenting, and analyzing business requirements for system enhancements and bug fixes
Validate requirements with stakeholders and ensure alignment with business objectives

User Acceptance Testing (UAT):

Collaborate & coordinate with business teams/stakeholders to develop UAT plans, and test cases based on business requirements.
Coordinate and participate in UAT activities, ensuring applications meet end-user expectations and adhere to quality standards.

Documentation:

Maintain up-to-date documentation related to application support, configurations, and troubleshooting procedures.
Assist in preparation of functional specifications documents for system enhancements.

Project Management:

Requirements:

Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
Proven experience as an Application Support Analyst or Business Analyst, with a strong understanding of application support processes and business analysis methodologies.
Experience in working with ticketing systems (e.g., ServiceNow) and managing support requests.
Working experience in requirement elicitation, documentation, and process mapping.
Excellent analytical and problem-solving skills, with a keen eye for detail.
Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and end-users.
Familiarity with project management concepts and the ability to prioritize tasks effectively.

Skills:

UAT, UAT Activites, Business Analysis,

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Application Analyst