Application Support Analyst

2nd Jul 2020

Francois Marine Services' IT Department is looking for an Application Support Analyst

The incumbent will:

  • provide first to third line support for bespoke applications and database applications to business stakeholders
  • work through the serviceportal to manage user issues and provide guidance and support on applications
  • provide support relating to Enterprise Resource Planning (ERP) and Warehouse Management System (WMS) to business-front systems such as Agresso and Unit 4


  1. Provide support to ERP users and warehousing applications
  2. Be the first point-of-contact for all issues and requests pertaining to these applications
  3. Provide ad-hoc reports from off-the-shelf and in-house systems using T-SQL, SQL Server Reporting and Services, as well as application-specific reporting tools
  4. Maintain Application Console and work with integration related issues
  5. Assist with application testing
  6. Identify and recommend continuous improvement changes required for the Service Desk
  7. Identify IT processes and service offerings
  8. Planning, Scheduling and Documenting changes for service delivery across IT teams and business units in line with agreed change management processes
  9. Communicating and Training processes to all IT staff and business users when required
  10. Receiving, logging and managing requests from end user via the service desk
  11. Communicating progress of 'live' tickets to business partners and customers
  12. Managing and resolving incidents, problems and service requests defined within Service Level Agreements
  13. Undertake other tasks that are considered to be relevant to the role from time to time

Required Qualifications

Degree or equivalent experience relating to general IT & Application Support

Relevant Experience

  • 2 to 5 years in a commercial environment supporting ERP and WMS
  • Sufficiently broad experiences with a wide range of applications and customer-scenarios to be able support applications and staff, as well as to train fellow colleagues

Soft Skills

  • MS SQL experience essential to intermediate level
  • Business Intelligence (BI) Reporting tools such as PowerBI
  • Adaptable, able to work independently and be a good Team Player
  • Always possess an honest and trustworthy nature
  • Possess good interpersonal, oral and written communications skills
  • Possess good problem solving, decision making and negotiation skills
  • Willingness to develop and learn new skills
  • Positive and proactive attitude towards work
  • Customer Service Oriented Individual
  • Application Knowledge – the incumbent will work closely with the business and other members of the IT team to capture and implement business requirements
  • Sufficient technical knowledge and skills to ensure quick and effective support of the system to meet operational requirements
  • Problem solving and innovation – sufficient technical skills and knowledge to solve time-sensitive and complex problems relating to applications

Closing date: 3rd Aug 2020

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