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Position: Application Support Analyst

Location: Eastwood City, Quezon City

Work setup & shift: Work from Home | 5:30 AM - 2:30 AM or 6 AM - 3 PM MNL

Why join MicroSourcing

You'll Have

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

The application Analyst role is an integral part of the Simply Energy Digital team.

Critical success to this role is the efficient management of the Simply Energy Applications in conjunction with the related third-party vendors, in line with business expectations. The role will cover incident and problem management covering administration and maintenance tasks associated with the applications.

Take ownership of raised incidents through to resolution
Triaging, troubleshooting, and escalating system application issues in an effective and timely manner
Daily management of support queues and prioritisation of support requests
Lead incident investigations implement work-arounds and solutions
Continuous assessment of Application monitoring to ensure that agreed Service Levels are met
Reporting and monitoring of Service level Agreements (SLA's)
Be part of a 24/7 roster for raised incidents outside of business hours
Assist with required technology audits, both internal and regulatory
Complete project work as necessary
Attend specified project and industry meetings where required
Investigate and recommend operational improvements
Identify and implement solutions to system incidents
Identify and implement enhancements
Assist with required functional testing

Qualifications

Experienced with ITIL
Experienced with customer service management and service desk platforms
Experienced in retail billing advantageous
Analytical and problem-solving skills

Application Support Analyst

Application Support Analyst (WFH)