IT Application Support Analyst

IT ApplicationSupport Analyst

Job Scope / Job Description

1. Enterprise & Business Application Support

• Provide application support for ERP systems and other key business applications.
• Support day-to-day ERP operations and troubleshoot functional, data and application-related issues.
• Understand and support business processes, including purchasing, sales, inventory, finance and approval workflows.
• Assist in analysing business requirements and translating them into practical system solutions.
• Support application configuration, enhancements, system upgrades, testing and User Acceptance Testing (UAT).
• Coordinate with software vendors, ERP consultants and service providers to resolve application issues.
• Maintain application documentation, user guides and troubleshooting procedures.

2. Microsoft 365 & Productivity Application Support

• Provide application support for Microsoft 365 and Microsoft Office applications, including Outlook, Excel, Word, PowerPoint, Teams, SharePoint and OneDrive.
• Assist users with application configuration, access permissions, document sharing and collaboration issues.
• Develop or maintain Excel templates, reports and simple productivity solutions where appropriate.
• Identify opportunities to improve productivity through Microsoft 365 tools and automation.

3. Web Applications, Integration, Automation & Digitalisation

• Support internal and external web applications, customer portals and other business systems, including application configuration, troubleshooting, testing and upgrades.
• Perform initial investigations of application errors, API, web service, data exchange and system integration issues, coordinating with vendors or technical teams for resolution.
• Identify opportunities to improve business processes through workflow automation, AI tools and digitalisation.
• Assist in supporting simple automated workflows using Microsoft Power Automate or similar tools, and utilise AI tools such as ChatGPT, Microsoft Copilot or Google Gemini to improve productivity.
• Participate in IT projects, system enhancements, testing, UAT and continuous improvement initiatives.
• Manage application incidents and service requests, perform initial troubleshooting and root-cause analysis, and follow up on outstanding issues.
• Maintain relevant technical documentation, support procedures and knowledge bases.

4. User Access, Security &Application Administration

• Manage user accounts, access rights, roles and permissions across ERP and other business applications.
• Assist with periodic user access reviews and ensure appropriate access controls are maintained.
• Support IT security, compliance and data protection requirements relating to business applications.
• Maintain records of application configurations, user access and administrative procedures.

Requirements

• Diploma or equivalent qualification in Information Technology, Computer Science, Information Systems or a related discipline.
• Some experience supporting ERP software, business applications or enterprise systems.
• Basic understanding of business processes such as purchasing, sales, inventory, finance or order management.
• Familiarity with Microsoft 365 applications, particularly Excel, Outlook and Teams.
• Basic understanding of web applications, application troubleshooting and system integrations.
• Good analytical, problem-solving and communication skills.
• Ability to work with business users, IT teams and external vendors.