Application Support (Senior Assistant)

About the role

This role acts as the Tier 1 and Tier 2 support contact for internal IT service requests. It covers incident and service request handling, mobile app and portal support, and contributes to testing, implementation and documentation.

Key responsibilities

• Serve as Tier 1 and Tier 2 support contact for internal IT service requests.
• Manage and resolve tickets (incidents, service requests, bug fixes) via the admin portal.
• Perform system checks, log analysis, basic configuration and reporting.
• Troubleshoot and configure mobile apps and admin portals.
• Support testing of apps, portals and new features before release.
• Contribute to implementation, configuration and technical documentation.
• Ensure timely response and resolution under pressure, and collaborate across teams.

Required profile

• Bachelor's degree in IT, Computer Science, Information Systems, Business Analysis or a related field.
• 2-4 years of experience in Application Support, IT Support, System Support, Business Analysis or similar roles.
• Strong knowledge of Application Support and ITSM processes (Incident, Service Request, Problem and Change Management).
• Hands-on experience supporting mobile apps, web apps and admin portals, plus system monitoring, troubleshooting, log analysis and operational reporting.
• Practical experience in UAT/SIT, test case preparation, defect tracking and release validation.
• Ability to work with Business, Product, Development, QA, Infrastructure and other stakeholders.

Required skills

• Business analysis: requirements gathering, process analysis, gap analysis, impact assessment, and translating business needs into BRDs, FRDs, user stories, process flows, use cases and acceptance criteria.
• Basic knowledge of SQL, APIs, databases and application troubleshooting.
• Strong analytical, problem-solving, communication, documentation and stakeholder management skills.
• Ability to manage multiple priorities, meet SLAs and follow issues through resolution and closure.