Information Technology Application Support

KAF Group; Kampung Malaysia Tambahan; On-site; MYR 40,000 - 60,000; Full time

Job summary

KAF Group is seeking an IT Applications Support Analyst to ensure smooth operation of business applications. The role covers incident and change handling, troubleshooting, and user inquiries with a strong customer focus.

Responsibilities include end-user support, root-cause analysis, deployments, monitoring, documentation, and user training. The candidate should have a IT-related degree and 1 year of experience, with ITIL knowledge and familiarity with ServiceNow/Jira.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 1 year of experience in technical support or application administration.
• Fresh graduates are encouraged to apply.
• Proficiency with enterprise applications, databases, OS, and networking fundamentals.
• Familiarity with ITIL and IT service management processes.
• Experience with ServiceNow or Jira and remote support.

Responsibilities

• Provide technical support for end users and resolve application-related issues.
• Troubleshoot and diagnose software and system problems, identifying root causes.
• Collaborate with internal teams and vendors to resolve complex issues, escalating as needed.
• Perform application deployments, installations, upgrades, and patches.
• Monitor application performance and system health to minimize downtime.
• Develop and maintain support documentation and user guides.
• Conduct user training and orientation sessions on applications.
• Assist with system testing and validation of new applications.
• Raise change requests and present deployments to CAB.
• Ensure SLAs are met with IT service management processes.
• Manage user access provisioning and security configurations.
• Enforce IT policies and best practices for application support.
• Work in shift and on-call to provide support.

Skills

Excellent communication

Customer focus

Problem solving

Team collaboration

Time management

Technical troubleshooting

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira

Job description

IT Applications Support Analyst will be responsible for incident & change handling, troubleshooting issues, resolving user inquiries, and ensuring a smooth operation of business applications. This role requires strong technical expertise, excellent communication skills, and a customer-focused.

Responsibilities:

• Provide technical support for end users, resolving application-related issues and inquiries in a timely and efficient manner.
• Troubleshoot and diagnose software and system problems, identifying root causes and implementing appropriate solutions.
• Collaborate with internal teams and external vendors to resolve complex technical issues and
• escalate unresolved issues as needed.
• Perform application code deployment, installations, upgrades, and patches, ensuring proper configuration and compatibility with existing systems.
• Monitor application performance and system health, proactively identifying and addressing potential issues to minimize downtime and disruptions.
• Develop and maintain support documentation, including knowledge base articles, user guides, nd troubleshooting procedures.
• Conduct user training and orientation sessions to promote effective use of applications and provide ongoing support and guidance.
• Participate in system testing and validation activities, assisting with the implementation of new pplications and system enhancements.
• Work closely with Project Management team to understand the changes or enhancement to be implemented in the existing systems. Raise Request For Change ticket and present the proposed deployment to the CAB members and other stakeholders.
• Work with IT Service Management team to ensure Service Level Agreement for all incidents and service Request are met.
• Conduct user access management role, including ID provisioning, permissions management, and security configurations.
• Collaborate with IT teams to implement and enforce IT policies, standards, and best practices related to application support and management.
• Working in shift and on-call to provide support.

Qualifications and Skills:

• Bachelor's degree in Information Technology, Computer Science, or related field;
• 1 year of experience in technical support or application administration, with a focus on
• troubleshooting and resolving software issues.
• Fresh graduates are also encouraged to apply
• Strong technical proficiency in enterprise applications, databases, operating systems, and networking fundamentals.
• Excellent problem-solving skills, with the ability to analyse complex issues, prioritize tasks, and implement effective solutions.
• Outstanding communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organization.
• Proven ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and meeting deadlines.
• Experience with IT service management tools (e.g., ServiceNow, Jira) and remote support technologies.
• Knowledge of ITIL principles and practices, with experience following IT service management
• processes and procedures would be an added advantage.
• Familiarity with software development lifecycle (SDLC) methodologies and practices.
• Strong attention to detail and a commitment to delivering high-quality customer service and