We are seeking a detail-oriented and customer-focused Support Analyst to provide technical and functional support for our business-critical IT applications. The ideal candidate will serve as the first line of support, resolving issues, assisting end-users, and ensuring the stability and performance of key applications across the organization.

Key Responsibilities:

• Provide first and second-level support for internal IT applications, including incident resolution and service requests.

• Troubleshoot application issues, analyze root causes, and implement workarounds or permanent solutions.

• Collaborate with business users to understand issues and provide guidance on best practices and system use.

• Escalate complex problems to development or vendor support teams when required.

• Monitor application performance and generate reports to track usage and issues.

• Document support processes, FAQs, and user guides to aid knowledge sharing.

• Assist with application upgrades, testing, and user acceptance processes.

• Participate in application onboarding and training for end-users.

Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).

• 2+ years of experience in IT support or application support role.

• Familiarity with enterprise applications (ERP, CRM, HRIS, etc.) and incident management systems (e.g., Jira, ServiceNow).

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to manage multiple tasks and prioritize in a dynamic environment.

Preferred:

• Experience with SQL or basic scripting for data investigation.

• Knowledge of ITIL framework and service management practices.

• Familiarity with cloud-based applications and SaaS platforms.