Application Support Officer - Appian

White Cloak Technologies, Inc.; Pasig; On-site; PHP 420,000 - 540,000; Full time

Job summary

White Cloak Technologies, Inc. is seeking an Application Support Officer specialized in Appian to ensure production stability and compliance for critical workflow applications.

The role supports operations across risk, compliance, and customer service units, delivering timely incident resolution. The candidate will monitor system health, assist in deployments, and maintain documentation while coordinating with Appian developers and infrastructure teams to sustain performance and security

Qualifications

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.
• 2-5 years experience in application support, preferably in banking or financial services.
• Experience supporting Appian applications or similar BPM/workflow platforms.
• Strong understanding of incident management and change management processes.
• Knowledge of SQL and database concepts.
• Familiarity with banking systems, compliance requirements, and production environments is an advantage.
• Strong analytical, documentation, and communication skills.

Responsibilities

• Provide Level 1 and Level 2 support for Appian-based applications.
• Monitor system health, application logs, and performance metrics.
• Investigate, troubleshoot, and resolve application issues within agreed SLAs.
• Perform root cause analysis (RCA) and implement corrective/preventive actions.
• Support minor enhancements, configuration updates, and defect fixes.
• Assist in deployment activities across Dev, UAT, and Production environments.
• Conduct post-deployment validation and monitoring.
• Ensure supported applications comply with internal banking policies, audit requirements, and security standards.
• Maintain proper documentation for incidents, changes, and system updates.
• Coordinate with Appian developers, infrastructure teams, database administrators, and business units.
• Provide user support and system guidance for workflow-related concerns.

Skills

Appian

Incident management

SQL

Banking domain

Education

Bachelor's degree in IT/CS

Job description

Job Description:

The Application Support Officer - Appian is responsible for providing production and operational support for business-critical workflow and process automation applications built on the Appian platform. The role ensures system availability, performance, and compliance with banking standards while delivering timely resolution of incidents and service requests.

This position plays a key role in supporting digital transformation initiatives by maintaining process-driven applications used across operations, risk, compliance, and customer service units.

Key Responsibilities:

Production Support & Incident Management

• Provide Level 1 and Level 2 support for Appian-based applications.
• Monitor system health, application logs, and performance metrics.
• Investigate, troubleshoot, and resolve application issues within agreed SLAs.
• Perform root cause analysis (RCA) and implement corrective/preventive actions.

Application Maintenance & Deployment Support

• Support minor enhancements, configuration updates, and defect fixes.
• Assist in deployment activities across Dev, UAT, and Production environments.
• Conduct post-deployment validation and monitoring.

Process & Compliance Alignment

• Ensure supported applications comply with internal banking policies, audit requirements, and security standards.
• Maintain proper documentation for incidents, changes, and system updates.

Stakeholder Coordination

• Coordinate with Appian developers, infrastructure teams, database administrators, and business units.
• Provide user support and system guidance for workflow-related concerns.

Qualifications:

• Bachelors degree in IT, Computer Science, Information Systems, or related field.
• 2-5 years experience in application support, preferably in banking or financial services.
• Experience supporting Appian applications or similar BPM/workflow platforms.
• Strong understanding of incident management and change management processes.
• Knowledge of SQL and database concepts.
• Familiarity with banking systems, compliance requirements, and production environments is an advantage.
• Strong analytical, documentation, and communication skills.