Application Support Analyst - Toa Payoh

In a nutshell

This is a crucial role in enhancing the overall efficiency and effectiveness of the IT services.

• Provide first-level technical support for end-users experiencing application-related issues, including troubleshooting, problem identification, resolution, and escalation as necessary.
• Collaborate with cross-functional teams, including developers, system administrators, and business stakeholders, to diagnose and resolve complex technical problems in a timely manner.
• Understand how our membership management system works.
• Monitor the performance and availability of applications, promptly identifying and addressing potential issues to ensure uninterrupted service.
• Manage and prioritize support requests through a ticketing system, ensuring accurate documentation and timely resolution.
• Develop and maintain a thorough understanding of the organization's applications, configurations, and processes to effectively address user inquiries and provide accurate solutions.
• Coordinate with external vendors and third-party support teams to resolve issues and ensure optimal functioning of third-party applications.
• Assist in the implementation of application updates, patches, and enhancements, ensuring minimal disruption to users while maximizing system performance.
• Contribute to the creation and maintenance of support documentation, user guides, and knowledge base articles to empower users and streamline support processes.
• Collaborate with the IT team to identify opportunities for process improvement, automation, and efficiency gains in application support and management.
• Participate in on-call rotations to provide after-hours support when necessary.

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
• Proven experience (1-3 years) working in application support or a related technical role.
• Strong knowledge of software applications, web applications (.net), operating systems, and database systems.
• Microsoft SQL Server experience is Mandatory.
• Proficiency in troubleshooting technical issues, analysing logs, and diagnosing problems effectively.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
• Experience with ticketing systems like Freshdesk, Service Now, BMC required and IT service management practices.
• Ability to work collaboratively in cross-functional teams and independently as needed.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Adaptability and willingness to learn about new technologies and applications.
• IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.
• Familiarity with scripting languages or automation tools is a plus.

• Be Yourself – be who you really are
• Go Together – work together as one team
• Work Hard – jump in and get your hands dirty
• Dream Big – reach for the sky

• Brand Standard – be the ambassador to VA DNA
• Employee Experience – connect and collaborate with stakeholders… in a way that maximises employee engagement
• Member Experience – champion the member experience to maximise love levels
• Financial Performance – surpass profit expectations, boost memberships and control consumables

• One of the world’s most recognised and exciting brands
• A culture that’s all about making exercise irresistible
• Performance incentive and a place on the management team
• A free membership for you (and your buddy) to workout at our clubs
• Discounted personal training
• Special deals with our retail and service partners
• Work/life balance with flexible options
• Paid parental leave to spend time with your new little human
• Regular personal and professional development
• Confidential 24-hour support via our employee assistance program
• Fun. It’s part of our success. We prefer smiles to graphs. We like to be human rather than corporate.