Assistant Lead Analyst - Application Support (Diagnostic Imaging - Apps Ops)

Position Overview

The Application Support Analyst provides application support to users. The candidate possesses a structured and analytical approach to the identification, diagnosis, and rectification of user-reported issues.

Role & Responsibilities

1. Provide applications troubleshooting and on-site support.
2. Log, escalate, and follow through with issues.
3. Simulate user problems to resolve operating difficulties.
4. Coordinate activities to identify, diagnose, and rectify problems.
5. Provide 24/7 primary application maintenance support.
6. Provide reports for related KTLO activities.
7. Ensure that all KTLO related activities are done on time.
8. Liaise with vendors on issues and ensure that issues are resolved promptly according to SLA requirements.
9. Work closely with vendors and users to fulfill operational requirements and issue resolution.
10. Involvement in the system integration testing phase / User Acceptance Test prior to implementation.
11. Assist, support, and ensure contract management-related processes and documents are complete on time.

Requirements

1. Diploma/Bachelor’s degree in computer science or other highly technical, scientific discipline.
2. 1-3 years of Technical/Application Support experience on multi-technology platforms.
3. ITIL v3/v4 certification and strong service-oriented experience/background preferred.
4. Knowledge and understanding of the IT industry environment and business needs.