IT Application Support Analyst

About the role

We are looking for an IT Application Support Analyst to provide Level 3 technical and functional support for critical business systems. The role involves troubleshooting, incident management, and supporting system implementations for our clients.

Key responsibilities

• Provide Level 3 technical and functional support for calculation and business‑critical systems.
• Assist users in troubleshooting system issues and resolve technical concerns.
• Analyze incidents, identify root causes, and recommend solutions to improve system efficiency.
• Follow ITIL‑based processes for incident, problem, and change management.
• Drive continuous improvement initiatives to maintain system performance, stability, and availability.
• Perform pre‑production setup, system integration, and non‑regression testing before production deployment.
• Support software upgrades, enhancements, and new implementations.
• Deploy and configure new customer environments and system solutions.
• Provide user support and guidance during implementation activities.
• Conduct user training sessions for new services, features, and system enhancements.
• Develop tools, scripts, and process improvements to streamline support operations.
• Participate in the development and implementation of new digital services and business solutions.
• Evaluate system specifications and recommend improvements to application maintenance and performance.
• Collaborate with global support, development, and business teams to deliver project requirements.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Information Systems, or a related field.
• At least 3 years of experience in IT Support, Application Support, System Analysis, Business Analysis, or related roles.
• Strong analytical and problem‑solving skills.
• Ability to understand business requirements and translate them into technical solutions.
• Excellent verbal and written English communication skills.
• Strong attention to detail and ability to work effectively under pressure.
• Willingness to participate in on‑call support rotations when required.
• Self‑motivated with the ability to learn independently.
• Strong interpersonal and teamwork skills, with the ability to work in a multicultural environment.

Required skills

• Web and Client/Server Architecture
• SQL Queries and Stored Procedures
• Windows Server Administration
• IIS (Internet Information Services)
• XML
• Database Management Systems (SQL Server)
• AWS Cloud Services (nice to have)
• SSIS and SSAS (nice to have)
• MSMQ (nice to have)
• Network Configuration and Troubleshooting (nice to have)

What we offer

• Competitive pay and benefits with opportunities for career growth.
• Collaborative team where innovation is encouraged.
• Supportive environment that promotes work‑life balance and personal development.
• Hybrid work setup after four months of training.