Role Overview

The Application Support Analyst aims to optimize and maintain the operation of IT applications within the organization, being an interlocutor between the needs of the business and the technical support team to design solutions and implement new applications in order to increase productivity and efficiency to meet business objectives.  The Application Support Analyst is a key point of contact in the business to address IT application issues, which requires interacting with business stakeholders, understanding the issues, and then driving their resolution using the organization's IT resources.

Work Environment: On site

Key Responsibilities

1.      Supporting end users by diagnosing and resolving system problems and errors. This may involve working closely with other IT support teams.

2.     Proactively collaborate with key business stakeholders to stay on top of any significant IT issues impacting the business.

3.     Analyze existing business processes and recommend improvements or optimizations.

4.     Assess the need for customization or application development to meet specific business requirements.

5.     Maintain detailed documentation of system configurations, business processes, and changes for future reference.

6.     Train end users on how to effectively use business applications to perform their tasks and responsibilities.

7.      Collaborate closely with IT support providers when necessary to ensure the successful implementation of key enhancements.

8.     Monitor the ServiceNow application support ticket queue and manage application incidents and requests, meeting agreed SLAs for ticket resolution.

9.     Ensure that applications are kept in a supported version.

10.   Contribute to the achievement of the organization's environmental objectives through proper compliance with internal environmental procedures and policy, as well as the legal and governmental requirements that apply in environmental matters, as well as provide support to the person responsible for the environmental management system.