Application Support Analyst

Job Summary: This role will be responsible for the maintenance and continued development of the Company’s main software platforms, report writing (SQL) and for leading continuous improvement initiatives across the business in relation to this software.

Key Responsibilities:

• Ensure the consistent delivery of application support, troubleshooting, and issue resolution in a timely manner.
• Follow established incident, problem, and change management processes, conducting root cause analyses and implementing preventative measures.
• Define and maintain user roles and permissions, conducting periodic access reviews to uphold security and compliance.
• Build and maintain strong working relationship with Application vendors & users.
• On-going maintenance and security of applications.
• Ensure proactive monitoring and optimization of application performance, with regular health checks and recommendations for stability improvements.
• Develop training documentation and conduct training as required.
• Manage all software related projects.
• Oversee upgrades including testing of upgrades before releasing to live environments.
• Analyse, map, and understand complex business workflows across departments to identify bottlenecks and opportunities for automation and integration and design, develop, and implement the automation solutions.
• Support integration of different business applications, databases, and systems to enable seamless data transfer, synchronization, and automation across platforms.
• Create and maintain documentation for integration processes, workflows, and automation solutions for ease of knowledge sharing and training and train users on automated workflows to ensure smooth transitions and efficient adoption.
• Report writing and amending using SQL and Excel.

Required Skills and Qualifications:

1. Minimum 3 years of Business Analysis experience and a proven track record in system-related projects and workflow automation.
2. Experience in translating business needs into concise requirements documents (requirement gathering), documenting processes and configurations, process improvement analysis and mapping skills
3. Experience with Microsoft based Applications and operating systems including MS SQL
4. Proficiency in scripting languages (e.g., Python, JavaScript, SQL, VB) to support the development of integrations and automation.
5. Knowledge of project management and methodologies and experience in stakeholder management and ability to clearly articulate technical information to people at all levels.
6. Understanding of APIs, web services (REST/SOAP), and data exchange formats (XML, JSON) for integration purposes would be a plus.
7. Knowledge of automation and integration tools such as Microsoft Power Automate, Zapier, MuleSoft, Boomi, or similar platforms would be a plus.