IT Application Support Specialist

Job Description

Key Responsibilities

• Application Support & Issue Resolution: Provide L1/L2 incident management and service request resolution for core enterprise applications, conducting root-cause analysis for recurring issues.
• Vendor & Escalation Management: Coordinate with external software vendors and global engineering teams to escalate, track, and resolve complex technical bugs.
• Business & IT Liaison: Translate operational workflow requirements into actionable IT solutions; guide and train business users on system features and best practices.
• Governance & Access Control: Manage user provisioning and access rights in strict compliance with local data privacy standards (PDPA), cybersecurity policies, and segregation of duties.
• System Improvements & Testing: Assist with system change management, User Acceptance Testing (UAT), and standardizing standard operating procedures (SOPs) and knowledge-base documentation.

Requirements

• Education: Diploma or Degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• Experience: 3 to 5 years in business application support, L2 service desk, or systems analysis within a corporate corporate environment.
• Technical Exposure: Proven experience supporting enterprise software platforms (e.g., HRIS/Workday, ERP, or operational business platforms) and Microsoft 365 environments.
• ITSM Tools: Familiarity with ticketing and service desk platforms (e.g., Jira, ServiceNow, SysAid, or similar).
• Key Competencies: Excellent communication skills, strong analytical problem-solving abilities, and a customer-centric approach to supporting cross-functional regional teams.

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