IT Application Support Analyst 2597

Key Responsibilities:

• Handle incidents and service requests through ServiceNow or GSN incident management systems.

• Provide application support, troubleshoot technical issues, and coordinate with relevant teams to ensure timely resolution.

• Support IT audit and control processes, ensuring compliance with established IT policies and procedures.

• Perform data analysis and prepare operational reports to support service monitoring and decision-making.

• Coordinate with Product, Development, Administration, and other relevant stakeholders to resolve issues and improve service delivery.

• Analyse workflows and identify opportunities for process improvement and operational efficiency.

• Support Change Management and Problem Management activities in accordance with established IT processes and ITIL best practices.

• Develop, maintain, and update technical documentation, standard operating procedures (SOPs), support guides, and operational runbooks.

• Conduct post-implementation validation and support activities following deployments, system releases, and changes.

• Ensure assigned tasks and business-as-usual (BAU) activities are completed accurately and within agreed timelines.

• Monitor service performance and ensure compliance with established Service Level Agreements (SLAs).

• Maintain regular communication and build strong working relationships with business stakeholders and partners to ensure issues, risks, and improvement opportunities are addressed promptly.

Required Skills and Competencies:

• Strong communication, coordination, and stakeholder management skills.

• Ability to work independently, demonstrate leadership qualities, and learn new systems and processes quickly.

• Creative and innovative mindset, with the ability to identify and implement process enhancements.

• Familiarity with IT service management (ITSM) processes and ITIL best practices.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to manage multiple tasks and prioritise activities to meet operational requirements and SLA commitments.

• Good technical documentation and reporting skills.

Expected Work Results:

• Successfully complete assigned tasks and BAU activities while maintaining operational efficiency, following established IT service management processes, and meeting agreed service levels.

Technical Skills Classification: