Business Unit Application Support

BACKGROUND

Provides comprehensive application support for the organization's critical systems. Performs advanced troubleshooting to resolve issues promptly, maintaining system performance, and implementing new features to meet the needs of the business unit. Ensures data integrity and security, resolves complex application issues, and partners with stakeholders to manage system integration processes. Collaborates with business unit stakeholders to understand their requirements and drive the systems forward ensuring high system availability, improving user satisfaction, and contributing to the overall efficiency of the business unit operations

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KEY RESPONSIBILITI

• ESApplication Support: Provides advanced level support for assigned application, troubleshooting issues and resolving them in a timely manner to ensure system availability. Monitor system performance and ensure optimal operation of application(s
• ).Collaboration: Partners with the business unit(s) to understand their needs and provide tailored solutions. Act as a liaison between IT and the business unit to ensure effective communication and collaboration. Participate in regular meetings with stakeholders to discuss system performance and upcoming chang
• esFeature Implementation: Works with the business unit to identify and implement new features and enhancements that improve the functionality and user experience of the application/system. Coordinate with stakeholders to test new features to improve system capabilities. Evaluate the impact of new features on existing systems and workflow
• s.System Maintenance: Perform regular maintenance tasks, including updates, patches, and performance tuning to keep platforms optimized and secure. Monitor system health and proactively address potential issues before they impact user
• s.Training and Documentation: Develops and maintains documentation for assigned system(s), including user guides and training materials. Collaborates with Learning & Development to assist in the development of training programs for end-users, ensuring effective use of the systems. Additionally, provides informal training by addressing quick questions and offering general assistance to help users utilize the system correctl
• y.Data Management: Ensures data integrity and security within applications, implementing best practices for data management. Monitors data quality and perform regular audits to identify and correct discrepancies. Manages data access and permissions to protect sensitive informatio
• n.Issue Resolution & After-hours Support: Collaborates with vendors and internal stakeholders to resolve complex application issues. Provides support for necessary system downtime, updates, and other changes. Ensures a high level of service and support during normal operating times and after hour
• s.System Integration: Researches and resolves data integration issues with other systems. Collaborate with vendors and internal stakeholders to address API-related problems. Tests and validates integration solutions to ensure data consistency and accuracy. Monitors and maintains integration processes to prevent disruption

s.IDEAL CANDIDATE PROFI

• LEStrong technical skills with experience in application support, system maintenance, and troubleshooti
• ngExcellent analytical and problem-solving abilities with a track record of resolving application issues and improving system performanc
• e.Strong ability to explain technical concepts to non-technical stakeholders through written and verbal communicati
• onAbility to provide after-hours support of applications due to system upgrades, testing, outages, and critical incident
• s.Proficient in creating and maintaining detailed documentation for applications, processes, and procedure
• s.Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships. Able to establish credibility and rapport, partner collaboratively, and work successfully with members and employees at all levels of the organizatio
• n.Strong written, verbal communication and interpersonal skills. Ability to establish and maintain positive and collaborative relationships. Ability to apply solid judgment, initiative, and tact in communications with members and coworker
• s.Maintains high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence. Able to maintain high levels of confidentialit
• y.Strong organization, planning and prioritizations skills. Successful at balancing responsibilities to ensure completion by deadline
• s.Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel. Must be technologically savvy, with the ability to quickly learn new systems and software application
• s.Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hour