Role Summary: The Application Management Specialist is responsible for providing second-level support for business applications, focusing on resolving technical issues and optimizing usage. This role serves as a key liaison between end-users and technical teams, ensuring effective application support.
Specific Duties and Responsibilities: Diagnose and resolve issues related to business applications by analyzing the root cause of incidents and implementing appropriate solutions.Investigate user-reported problems by reproducing them in a test environment to understand their nature and root causes.Communicate with users and stakeholders to gather details about issues and verify the scenarios in which they occur.Escalate unresolved incidents by assigning tickets to third-level support (developers/technical team), providing detailed analysis and logs for faster resolution.Serve as the primary point of contact for end-users, guiding them on application usage to minimize errors and maximize productivity.Recommend enhancements based on user feedback and incident trends, and propose improvements or optimizations to the department head.Assist in testing applications for OS upgrades and patches prior to rollout, ensuring they function as expected without introducing new issues.Analyze trends to identify common issues or recurring incidents, collaborating with the development team to implement long-term solutions.Maintain a comprehensive knowledge base for the application support team, documenting detailed solutions to common problems for effective application use.Perform additional functions as required by the Business Application Management Department Head.Qualifications: Graduate of Computer Science, Information Technology, or a related field.Minimum of 2 years in application support or IT support roles.Proficient in troubleshooting and diagnosing software issues; familiarity with business applications and database management.Strong problem-solving abilities, with keen attention to detail and a systematic approach to issue resolution.Ability to work collaboratively in a team environment and build relationships with stakeholders.Experience managing multiple tasks and priorities effectively to meet deadlines.Relevant certifications are a plus.Willing to work full-time on-site in Makati.Job Types: Full-time, Permanent
Benefits: Health insuranceLife insuranceSchedule: 8 hour shiftDay shiftMonday to FridaySupplemental Pay: Overtime payEducation: Bachelor's (Preferred)
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