Business Application Support Analyst - Ghassan Aboud Group

JOB PURPOSE:

The Application Support Analyst is responsible for IT application support activities including maintenance, administration, and first level support. He/She will work closely with the Service Desk to ensure timely and efficient resolution of IT application-related incidents and service requests. When requested by the System Analyst, the Application Support Analyst will support the process of impact assessing and planning IT application changes, and will then implement, test and monitor required changes in line with agreed change plans.

KEY ACCOUNTABILITY: 

Description of the Accountability
Support of the Application
 Resolve IT application-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements
 Employ appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application-related incidents.
 As required, provide timely communication to users on the status of their service requests and incidents.
 As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.
 Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate
 Regularly checks performance of supported applications.
 Maintain IT application support technical documentation.
 Ensure Technical Change Controls are developed, tested & released according to an agreed schedule and ensure all high business impact changes are escalated as appropriate
 Ensure all the Incidents and Service requests are addressed within the SLA.
 Regression and Unit testing
 Creation of test case scenarios of new developments made

Change
 Work with the Business/System Analysts to review and impact new business requirements.
 Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc.
 Implement, test and monitor required IT application changes in line with change implementation plans.
 Ensure IT application changes meet the agreed service acceptance criteria.

General
 Understand and comply with the IT organisation requirements, processes, procedures and policies.
 Share knowledge and expertise with others, coaching and supporting team members as required.
 Perform other duties as assigned by your line manager.
 Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
 Be security conscious, ensure familiarity and co-operation with all GAG system security procedures.
 Carry out ad hoc duties as requested by appropriate managers within your department.

APPLICATIONS

SAP ERP ECC 6, MS Dynamics NAV, AFSYS (Oracle based 3PL Application)

The Candidate should have experience in various applications who is organized, reliable and has a proven track record. Used to working with and getting the best from project and support teams.

Internal Contacts: IT Management Team, Service Delivery Manager, Delivery Team, Business Applications Manager, Business Relationship Managers, Project Managers, Key Business Managers & End users, Training department

 

Job Details

Posted Date:	2019-05-01
Job Location:	Dubai, United Arab Emirates
Job Role:	Information Technology
Company Industry:	Automotive

Preferred Candidate

Career Level:	Mid Career
Degree:	Bachelor's degree

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