Application Support Analyst II - Power Automate & Microsoft Forms.

iSupport Worldwide; Metro Manila; On-site; PHP 520,000 - 780,000; Full time

Benefits offered by this job

Above-industry salary package andamp; 

Comprehensive HMO benefits and life

Free learning and development courses

Dynamic company events

Opportunities for promotion

Free meals and snacks

Job summary

iSupport Worldwide is seeking an Application Support Analyst II to independently support and improve business-critical applications from Cyberscape Alpha, Ortigas Center, Pasig City. You will lead projects, mentor juniors, and design reliable automation using Power Automate and Forms.

The role requires 3+ years of enterprise app know-how, strong communication, and collaboration with vendors and tech teams. On-site work schedule aligns with US night hours.

Qualifications

• Associate degree or equivalent experience in IT, CS, or related field.
• 3+ years supporting enterprise applications or low-code solutions.
• Experience leading application projects, upgrades, migrations, or major changes.
• Ability to gather requirements, analyse processes, and manage risks.
• Hands-on with Power Automate and Forms or similar platforms.

Responsibilities

• Own and resolve complex application issues and escalations.
• Coordinate with stakeholders, vendors, and technical teams.
• Perform root-cause analysis and suggest corrective actions.
• Configure, access, integrate, and deploy production changes.
• Lead testing, deployment readiness, and transition-to-support activities.
• Mentor Level I analysts and promote best practices.
• Create and maintain support documentation and training materials.

Education

Associate degree in IT/CS/Business Systems

Tools

Power Automate

Microsoft Forms

Jira

Confluence

Smartsheet

HubSpot

Adaptive Planning

Samsung Knox

ChatGPT

Claude

Microsoft 365

Active Directory

SQL

Job description

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (On-site)

What is your mission?

We are looking for an Application Support Analyst II to independently support and improve business-critical applications, resolve complex issues, lead application projects, develop reliable business solutions and automations, and mentor analysts. This role collaborates with stakeholders, vendors, and technical teams to deliver secure, maintainable, and business-aligned solutions while driving continuous improvement.

You will provide the best service to our partner brands by performing these tasks:

• Independently own and resolve 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 to 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.

• Translate business requirements into practical, reliable, and supportable application or low-code solutions.

• Design, implement, and maintain workflows, forms, and automations using Microsoft Power Automate, Microsoft Forms, or 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.

• Lead 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.

• 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 with prioritisation, workload coordination, and technical recommendations when requested.

Who are we looking for?

• Associate degree in Information Technology, Computer Science, Business Systems, or a related discipline, or equivalent relevant experience.

• 3+ years of experience supporting enterprise applications, business systems, or low-code solutions.

• Experience leading application projects, implementations, upgrades, migrations, or significant system changes.

• Experience gathering requirements, analysing business processes, coordinating testing, and managing implementation risks.

• Demonstrated ability to independently diagnose and resolve complex application and integration issues.

• Hands-on experience developing and supporting solutions using Microsoft Power Automate and Microsoft Forms or comparable platforms.

• Working knowledge of application configuration, user access, security concepts, change management, and data relationships.

• Ability to analyse application data using Microsoft Excel and read-only SQL queries.

• Experience supporting enterprise systems in areas such as ERP, workforce management, timekeeping, payroll, customer relationship management, facility inspection, work-order management, or financial planning.

• Experience with business platforms such as Jira, Confluence, Smartsheet, HubSpot, Adaptive Planning, or Samsung Knox.

• Experience supporting approved generative AI tools such as ChatGPT or Claude.

• Familiarity with Microsoft 365, Active Directory, APIs, secure file transfers, application logs, scripting, or advanced SQL.

• Experience with root-cause analysis, deployment planning, system cutovers, and application-support metrics.

• Experience supporting a geographically distributed workforce or working in the security, facilities, or service industries.

• Ability to mentor less-experienced analysts and provide constructive technical guidance.

• Strong written and verbal communication skills, including the ability to explain technical matters to non-technical audiences.

• Strong organisational, analytical, and customer-service skills.

• Ability to manage multiple priorities independently and upscale risks or decisions appropriately.
  

Company Perks:

• Above-industry salary package and incentives

• Comprehensive HMO benefits and life insurance from day 1

• Free learning and development courses for your personal and career growth

• Dynamic company events

• Opportunities for promotion

• Free meals and snacks