Developers/Programmers (Information & Communication Technology)Full timeThe Senior Applications Support Specialist is responsible for providing advanced technical support and troubleshooting for enterprise applications. This role involves overseeing the day-to-day operation of business-critical applications, ensuring system stability, and working with various teams to resolve complex issues. The Senior Applications Support Specialist will act as a subject matter expert for applications, contribute to system improvements, and ensure timely resolution of user issues to minimize business disruption.Responsibilities:Provide expert-level support for business-critical applications, including troubleshooting complex issues, diagnosing system errors, and resolving incidents.Respond to and resolve application incidents and service requests in accordance with defined SLAs.Collaborate with development teams, vendors, and other IT personnel to resolve application defects, issues, and performance bottlenecks.Continuously monitor the health and performance of key applications, ensuring minimal downtime and optimal performance.Identify system inefficiencies, recommend improvements, and implement solutions to optimize application performance and availability.Assist with the configuration, deployment, and integration of new applications and updates/patches to existing systems.Support testing and ensure proper deployment and functionality of applications post-release.Manage escalated incidents and provide solutions that minimize business disruption.Investigate root causes of recurring incidents, propose solutions, and lead or assist in implementing fixes to prevent future occurrences.Provide advanced application support to end users, including troubleshooting, issue resolution, and guidance.Conduct training sessions for end-users and other technical staff to increase application proficiency and resolve common issues.Create and maintain necessary detailed documentation related to application configurations, known issues, troubleshooting guides, and resolution steps.Work closely with cross-functional teams, including infrastructure, database, security, developers, testers, and business teams to ensure seamless application operation.Communicate complex technical issues and resolutions to non-technical stakeholders.Maintain a high standard of conduct and work performance to promote the company's reputation with key internal and external stakeholders.Participate in relevant management planning and regular IS&T meetings.Actively engage and participate in the company's performance management framework and review processes.Ensure compliance with all legal and statutory requirements on a timely basis.Participate and comply with the company's quality management systems and processes.Work safely and in accordance with the company's OHS policies and procedures.Maintain awareness of employee OH&S rights and responsibilities as defined in the OH&S Manual.Required Skills and Experience:5+ years of experience in IT support or application support, with at least 2 years in a senior or lead role.Strong hands-on experience with application troubleshooting, system monitoring, and performance optimization.In-depth knowledge of enterprise-level applications, databases, and middleware (e.g., SQL, Oracle, Microsoft Dynamics, etc.).In-depth knowledge and experience with SQL Server and T-SQL scripting.Experience with supporting a Salesforce environment (desired).Proficiency in common operating systems (Windows, Linux, etc.), networking concepts, and scripting languages (e.g., PowerShell).Exposure to data extraction, analysis and reporting (SSRS).Experience with application monitoring tools and incident management systems (e.g., ServiceNow, JIRA, Splunk).Strong problem-solving skills, with the ability to analyze complex issues and recommend effective solutions.Excellent communication and interpersonal skills, with the ability to interact with both technical and non-technical stakeholders.Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.Preferred Qualifications:ITIL certification or other relevant IT service management certifications.Certifications related to specific enterprise applications (e.g., SQL, Oracle, SAP, etc.) are a plus.Familiarity with cloud-based applications and platforms (AWS, Azure, etc.) is a plus.
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