APPLICATIONS SUPPORT OFFICER

The Applications Support Officer reports to the Senior Database Administrator. He/she provides technical support and maintenance for enterprise applications, ensuring optimal performance and user satisfaction. This role involves troubleshooting application issues, managing system configurations, and assisting with software upgrades and deployments. The officer works closely with end-users and developers to resolve incidents, implement enhancements, and maintain data integrity and security across platforms. 

Key Responsibilities 

The key functions of the role will include but not limited to; 

• Provide Level 1 support for enterprise applications, resolving incidents and service requests within the Operational Level Agreement (OLA).

• Troubleshoot and diagnose application errors, performance issues, and integration failures. 

• Assist with application upgrades, patches, and deployments in collaboration with development teams. 

• Maintain application configurations and ensure compliance with ITIL processes and security standards. 

• Document solutions, create knowledge base articles, and provide user training where necessary. 

• Collaborate with vendors and internal teams for problem resolution and system enhancements. 

• Monitor application performance and generate reports for capacity planning and optimization.

• ‘O’ level School certificate with at least 5 merits which must include English and Mathematics. 

• Diploma/Degree in Information Technology, Computer Science, or related field. 

• 2+ years of experience in application support or IT service delivery for Diploma holders. 

• 1+ years of experience in application support or IT service delivery for Degree holders. 

• Knowledge of enterprise applications, databases (SQL), and basic scripting. 

• Experience with ITIL processes and ticketing systems (ServiceNow, Jira, ManageEngine). 

• Strong problem-solving and communication skills.

• Certifications such as ITIL Foundation, Microsoft Certified: Azure Fundamentals, or similar. 

• Experience with ERP systems, CRM platforms, and cloud-based applications. 

• Knowledge of API integration and automation tools.

• Exposure to cybersecurity best practices and compliance frameworks.

Technical Skills 

• Enterprise Applications: ERP, CRM, HRIS. 

• Databases: Oracle, SQL Server, MySQL, PostgreSQL. 

• Scripting: PowerShell, Python (basic). 

• ITSM Tools: ServiceNow, Jira Service Management, ManageEngine. 

• Cloud Platforms: Azure, AWS (basic understanding). 

Core Competencies 

• Analytical Thinking: Ability to diagnose and resolve complex application issues. 

• Customer Service Orientation: Clear communication and user support skills. 

• Collaboration: Works effectively with cross-functional teams, department and suppliers. 

• Attention to Detail: Maintains accurate documentation and compliance. 

• Continuous Learning: Keeps up to date with emerging technologies and best practices.