Application Specialist

Position Summary

The Applications Specialist is the operational and functional owner for the group’s enterprise and departmental applications. The initial portfolio is expected to include ERP, CRM, Atlassian, Datawarehouse and application integrations (APIs).

The role combines application support, business analysis, release/change coordination, integration oversight, application data stewardship and vendor management. It serves as the primary L2/L3 escalation point for application incidents and requests, partnering with the Global IT Specialist and the 24×7 support vendor for intake, triage and cross-platform resolution.

The successful candidate will translate business needs into controlled, supportable solutions and will build the documentation, ownership and service discipline needed for a growing global environment.

Key Responsibilities

Application Operations and Support

• Own daily health checks, service availability, scheduled jobs, interfaces, batch processes, queues, certificates, capacity indicators and vendor notifications for assigned applications.
• Act as L2/L3 functional and technical escalation for incidents, requests and defects, coordinate restoration, status communication, workarounds and post-incident actions.
• Maintain application support models, priority/severity definitions, escalation paths, knowledge articles and on-call/change-window runbooks.
• Identify repeat incidents and performance issues, perform or coordinate root-cause analysis, and track permanent corrective actions.

Business Analysis and Functional Ownership

• Engage process owners and users to understand pain points, map current/future processes, define requirements and acceptance criteria, and challenge unnecessary customization.
• Configure or coordinate approved application changes, prototypes and enhancements while preserving standardization, control and upgradeability.
• Prepare test scenarios, coordinate system/integration/UAT testing, manage defects, obtain business sign-off and support training and adoption.
• Maintain a prioritized application backlog and provide effort, dependency, risk, value and supportability input to Head of IT decisions.
• Document and maintain workflows, SOP, guides for the different application across LANDI Global.

Integrations, APIs and Application Data

• Maintain an inventory and technical/functional documentation for APIs, middleware, file transfers, webhooks, service accounts and data interfaces.
• Monitor interface health and data reconciliation, investigate failed or duplicate transactions and coordinate source/target system correction.
• Use secure authentication, encryption, logging, error handling and secrets-management patterns in consultation with Cybersecurity.
• Support authorised extracts and data feeds for Power BI and automation, coordinating schema or master-data changes with the Digital Specialist and business data owners.

Change,Release and Lifecycle Management

• Assess change impact, dependencies, security, data migration, testing, training, deployment, rollback and support readiness before release.
• Maintain release calendars, change records, approvals, version history, configuration baselines and post-implementation reviews.
• Plan upgrades, patches, renewals, capacity and end-of-life remediation, reduce unsupported versions and uncontrolled customizations.
• Participate in project delivery from solution selection through transition-to-operations and benefits review.

Access, Risk, Compliance and Continuity

• Administer or coordinate application access only from approved requests, support role design, segregation-of-duties review, privileged-access control and periodic recertification.
• Provide application evidence for audits and risk assessments, track remediation and promptly escalate control gaps, suspicious activity or data exposure.
• Document recovery dependencies, backup/restore procedures, recovery objectives and manual workarounds, participate in continuity and disaster-recovery exercises.
• Apply privacy, records retention and data-classification requirements to application configuration, exports, logs and non-production data.

Vendor,Licence and Cost Management

• Manage operational relationships with application vendorsand implementation partners, including ticket quality, escalation, releasenotices and service-level performance.
• Monitor licence allocation and utilisation, renewal dates,support entitlements and cost drivers, recommend rationalisation oroptimisation.
• Validate deliverables and technical evidence before acceptanceand ensure vendor knowledge is transferred to internal documentation.
• Support sourcing and contract reviews with requirements,technical evaluation, risk considerations and total-cost-of-ownership input.

Awareness, Exercises and Continuous Improvement

• Deliver role-appropriate awareness and application trainingactivities in coordination with business leaders.
• Coordinate technical validation such as recovery tests, attack simulations or penetration tests based on risk and approved scope.
• Measure control effectiveness, maturity and incident readiness, maintain a prioritized improvement roadmap and communicate progress to leadership.
• Maintain and manage IT policies, SOP, guides and other IT related documents.
• Perform other related duties and special projects as assigned by management to support operational needs.

Qualifications

Education and Professional Background

• Diploma or degree in Information Systems, Computer Science, Engineering, Business Information Technology or a related discipline, or equivalent relevant experience.
• 4 or more years of progressive experience supporting enterprise business applications in a multi-site or regional environment.
• Demonstrated experience owning incidents, enhancements, releases and vendor escalations across at least two critical business platform. Salesforce experience is mandatory.

Technical and Functional Capability

• Hands-on experience with ERP and/or CRM platforms, Salesforce or Atlassian administration or support experience is strongly advantageous.
• Working knowledge of APIs, web services, middleware, authentication, scheduled integrations, SQL and data reconciliation.
• Ability to map business processes, document requirements, design test cases, coordinate UAT and produce user/admin documentation.
• Understanding of application access control, segregation of duties, audit evidence, data privacy, backup/recovery and secure change practices.
• Experience with IT service management and change/release practices, ITIL, Salesforce or Atlassian certification is advantageous.

Communication and Delivery

• Fluent in both written and spoken English and Mandarin, to effectively communicate with stakeholders across overseas markets, including Chinese-speaking markets, and to collaborate with both business users and technical vendors across countries and time zones.
• Structured troubleshooting, prioritization and stakeholder communication during service disruption.
• Ability to manage concurrent operational and project work without losing documentation, control or follow-through.

Key Competencies

• Takes end-to-end responsibility for application outcomes, not only individual tickets or technical tasks.
• Understands the process and user impact, asks precise questions and translates needs into controlled solutions.
• Useslogs, data, process knowledge and disciplined hypotheses to isolate root causes.
• Follows access, testing, approval, documentation and segregation requirements even under delivery pressure.
• Escalates with evidence, challenges weak responses and converts vendor knowledge into internal capability.
• Reduces repeat work through standardization, automation, knowledge and measurable corrective actions.
• Availability, SLA attainment, restoration quality, backlog health and reduction in repeat incidents.
• Successful releases, low change-failure/rollback rates, complete evidence and effective hypercare.
• Current application/interface registers, ownership, access reviews, lifecycle plans and audit readiness.
• Accepted enhancements, user adoption, process improvement and transparent prioritization.
• Licence utilization, renewal readiness, vendor SLA quality and avoided unnecessary spend/customisation.
• SOP/runbook completeness, cross-training and reduced dependency on individuals or vendors.