Application Support Analyst II

iSupport Worldwide; Pasig; On-site; PHP 600,000 - 760,000; Full time

Job summary

iSupport Worldwide seeks an Application Support Analyst II to independently support and improve critical applications and lead associated projects. This senior individual contributor will mentor Level I analysts and apply strong technical judgment and business-process knowledge to deliver reliable, secure, and scalable solutions.

The role collaborates with business stakeholders, vendors, and internal technical teams to drive changes, ensure compliance, and maintain system reliability and

Qualifications

• Associate degree in IT/CS/Business Systems or equivalent experience.
• 3+ years supporting enterprise applications or low-code solutions.
• Experience leading application projects, upgrades, migrations, or major changes.
• Hands-on experience with Power Automate and Forms.
• Experience gathering requirements and coordinating testing.

Responsibilities

• Own and resolve complex, high-impact application issues with stakeholders.
• Translate requirements into reliable low-code solutions and automate workflows.
• Lead small to medium projects from requirements through deployment and support.
• Mentor Level I analysts and promote best practices.

Skills

Mentoring

Education

Associate degree or equivalent experience

Tools

Microsoft Power Automate

Microsoft Forms

SQL queries (read-only)

Microsoft Excel

Job description

Position Summary

The Application Support Analyst II is a senior individual contributor responsible for independently supporting and improving business-critical applications. This position owns complex and high-impact issues, leads assigned application projects, designs and reviews business solutions, and mentors Level I analysts. The Analyst II applies strong technical judgment and business-process knowledge to deliver reliable, secure, and supportable solutions. The role works closely with business departments, vendors, and internal technical teams and provides technical leadership without direct supervisory responsibility.

Core Responsibilities

• Complex Application Support and Ownership Independently own complex, high-impact, or escalated application issues through resolution. Coordinate with business stakeholders, vendors, and technical teams to diagnose problems, manage dependencies, and restore service. Perform root-cause analysis and recommend sustainable corrective actions that reduce recurring issues. Manage advanced application configuration, access, integration, and production changes while considering business impact, security, testing, and approval requirements. Communicate issue status, risks, decisions, and outcomes clearly to stakeholders and management.
• Application Solutions and Automation Translate business requirements into practical, reliable, and supportable application or low-code solutions. Design, implement, and maintain advanced workflows, forms, and automations using approved platforms. Support the effective and responsible use of approved artificial intelligence tools and related business solutions. Review solutions developed by Level I analysts and business power users for quality, security, reliability, maintainability, and alignment with standards. Determine when a request requires additional development, vendor assistance, or involvement from another technical team.
• Projects and Change Leadership Lead small and medium-sized application projects, upgrades, migrations, integrations, and process-improvement initiatives from requirements through post-implementation support. Define scope, requirements, timelines, dependencies, risks, responsibilities, and success criteria for assigned initiatives. Coordinate business stakeholders, vendors, and technical resources to keep work progressing and resolve project obstacles. Lead testing, implementation readiness, deployment, and transition-to-support activities. Ensure solutions meet business requirements and are properly documented, supported, and adopted.
• Mentoring and Continuous Improvement Mentor Level I analysts through coaching, knowledge sharing, troubleshooting guidance, and solution reviews. Help establish consistent support practices and promote appropriate escalation and change-management processes. Identify recurring issues, service gaps, documentation needs, and opportunities to improve applications or business processes. Create and review support documentation, training materials, and knowledge resources. Monitor support trends and solution outcomes and recommend improvements to service quality, reliability, and user experience. Assist the manager with prioritization, workload coordination, and technical recommendations when requested.

Expected Outcomes

Resolve complex application issues with clear ownership, sound technical judgment, and effective stakeholder communication. Deliver assigned projects and system changes with appropriate planning, testing, risk management, and documentation. Develop and review solutions that are reliable, secure, maintainable, and aligned with business needs. Reduce recurring incidents by identifying root causes and implementing sustainable improvements. Strengthen the capabilities of Level I analysts through consistent mentoring and knowledge sharing. Provide stakeholders with timely, accurate information about issues, risks, decisions, and results.

Required Qualifications

Associate degree in Information Technology, Computer Science, Business Systems, or a related discipline, or equivalent relevant experience. Three or more years of experience supporting enterprise applications, business systems, or low-code solutions. Demonstrated ability to independently diagnose and resolve complex application and integration issues. Experience leading application projects, implementations, upgrades, migrations, or significant system changes. Hands‑on experience developing and supporting solutions using Microsoft Power Automate and Microsoft Forms or comparable platforms. Experience gathering requirements, analyzing business processes, coordinating testing, and managing implementation risks. Working knowledge of application configuration, user access, security concepts, change management, and data relationships. Ability to analyze application data using tools such as Microsoft Excel and read‑only SQL queries. Ability to mentor less‑experienced analysts and