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

• Primary Skill Area: IT Service Management / Application Support
• Primary Technology: ServiceNow / GSN
• Required Proficiency: Advanced
• Secondary Skill Area: Incident, Change and Problem Management
• Secondary Technology: ITIL / ITSM Processes
• Required Proficiency: Advanced