Application Support Officer - Appian

Whitecloak; Pasig; On-site; PHP 500,000 - 700,000; Full time

Job summary

Whitecloak is seeking an Application Support Officer – Appian to provide production and operational support for Appian-based workflows used across banking operations. The role ensures system availability, performance, and compliance with banking standards while resolving incidents and service requests.

You will monitor system health, logs, and performance metrics, investigate issues, perform root cause analysis, and assist in deployments across Dev, UAT, and Production environments.

Qualifications

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.
• 2–5 years experience in application support.
• Experience supporting Appian 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.
• Assist in deployment activities across Dev, UAT, and Production environments.
• Conduct post-deployment validation and monitoring.
• Maintain proper documentation for incidents, changes, and system updates.

Skills

Incident management

Change management

Analytical thinking

Documentation

Communication

Education

Bachelor’s degree in IT/CS/IS

Tools

Appian

SQL

Job description

About the job Application Support Officer - Appian

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:

• 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.