Role Overview
- The Applications Support Specialist is a critical member of the IT team, primarily responsible for the administration and optimization of the Learning Management System (LMS) and a suite of enterprise applications. This role bridges the gap between technical development and end-user experience. You will provide high-quality Level 1 and 2 support, collaborate with the Product Development Team on rigorous testing for upgrades, and drive continuous improvement through process automation and technical documentation.
Key Responsibilities
Technical Support & Incident Management
- Level 1 & 2 Support: Provide responsive remote and onsite support for LMS and core business applications.
- Troubleshooting: Investigate, diagnose, and resolve application incidents raised via the Help desk ticketing system in a logical, timely manner.
- Escalation & Liaison: Coordinate with IT Technical Support and Product teams to escalate complex bugs and verify fixes through regression testing.
- Root Cause Analysis: Perform proactive problem analysis to identify recurrent issues and provide feedback to Developers to improve system stability.
Documentation & Knowledge Management
- Technical Writing: Maintain and update a comprehensive library of technical documentation for all supported applications.
- Knowledge Base: Create and curate Knowledge Articles to empower self-service resolution and streamline internal support processes.
- Educational Support: Provide the Education Team with updated system insights and technical assistance to ensure seamless training events.
Application Development & User Enablement
- Requirement Gathering: Act as a conduit between users and developers by gathering and reviewing requests for new functional enhancements.
- Testing: Assist the Product Development Team in User Acceptance Testing (UAT) for system upgrades and new roll-outs.
Continuous Improvement
- Process Optimization: Identify opportunities to improve system efficiency, data security, and user workflows.
- Automation: Work collaboratively with cross-functional teams to implement process automation and approved IT projects.
- Innovation: Stay current with emerging technology trends to recommend modern solutions for the business.
Key Selection Criteria
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Equivalent professional experience will also be highly regarded.
Technical Expertise & Experience
- Experience: 2–3 years of proven experience in an Application Support
- Frameworks: Strong understanding of ITIL frameworks and ITSM (IT Service Management) tools and best practices.
- Software Proficiency: Working knowledge of Google Workspace environments.
- Documentation: Demonstrated ability to write clear, concise technical manuals and how-to guides.
Soft Skills & Communication
- Communication: Excellent verbal and written English communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Customer Service: A customer-first mindset with a focus on empathy, patience, and professional problem-solving.
- Analytical Thinking: Strong diagnostic skills with a methodical approach to resolving complex software issues.
