Business Analysis & App Support Analyst

SIMPLYGO PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

SimplyGo Pte. Ltd. in Singapore is seeking an Analyst II, Business Analysis & Application Support to join our Application Support team. You will maintain stable operations through incident management, monitoring, and data analysis, acting as a SME on integrations and system behavior.

You will collaborate with vendors and stakeholders, support releases, ensure security and compliance, and drive continuous improvements through documentation and automation.

Qualifications

• 2–5 years of IT operations or production application support.
• Experience with incident management and monitoring tools.
• Strong SQL-based data analysis skills.
• Knowledge of APIs, middleware, and system integrations.
• Excellent communication and stakeholder management abilities.
• Willingness to participate in standby/after-hours support rotations.
• Self-motivated team player with minimal supervision.

Responsibilities

• Manage incidents, service requests, and tickets per SLAs and escalation procedures.
• Perform incident triage, impact assessment, prioritization, and root cause analysis; implement preventive measures.
• Monitor application health, logs, and alerts to identify and mitigate issues.
• Run SQL queries for troubleshooting, validation, and reporting insights.
• Coordinate with vendors and internal teams for timely resolution and improvements.
• Support deployments, releases, and post-deployment validation and smoke testing.
• Maintain SOPs, runbooks, and knowledge base articles.

Skills

SQL queries

Data analysis

Incident management

Troubleshooting

Stakeholder management

Communication

Education

Bachelor's in CS/IT/Engineering

Tools

ServiceNow

Jira

APIs / Middleware

Job description

Who We Are

We are SimplyGo Pte. Ltd. (SPL), a wholly owned subsidiary of the Land Transport Authority, and a key player in the Singapore public transport ecosystem.

We develop transit ticketing and travel card-related products and services that simplify journeys and create value for our commuters.

We believe great ideas come from people who are curious, driven, and eager to learn.

Join us if you are looking for an organisation that allows you to make a meaningful impact and provide the support you need to grow.

What You Will Do

At SPL, you are an integral part of our team - driving meaningful projects and witnessing the tangible difference your work makes. As an Analyst II, Business Analysis & Application Support, you will join our Application Support team to maintain stable application operations through incident management, system monitoring, and data analysis. You will be a subject matter expert, collaborating with stakeholders and vendors to resolve issues, support system releases, ensure compliance, and drive continuous improvements through documentation and operational enhancements.

Key Tasks you will be involved in

Application Support & Incident Management

• Manage and resolve incidents, service requests, and problem tickets per SLAs and escalation procedures.
• Perform incident triage, impact assessment, prioritization, and root cause analysis; implement preventive measures.
• Monitor application health, logs, and alerts to proactively identify and mitigate issues.

Data Analysis & Investigation

• Execute SQL queries for troubleshooting, validation, and operational reporting.
• Analyze system and transaction data to support investigations, reconciliations, and reporting insights.

System Monitoring & Operations

• Monitor application components, interfaces, and batch processes end-to-end.
• Track incident resolution using tools like ServiceNow or Jira; support batch job monitoring, reruns, and reconciliation.

Functional & Technical Expertise

• Act as a SME on application behavior, workflows, and integrations.
• Investigate system anomalies and validate findings with stakeholders; understand dependencies including APIs, middleware, and external systems.

Vendor & Stakeholder Coordination

• Collaborate with development, infrastructure, cloud teams, and external vendors for timely issue resolution and system improvements.

Release & Change Support

• Support application deployments, releases, and change activities; perform post-deployment validation and smoke testing to ensure stability.

Configuration, Access & Compliance

• Administer application configurations and manage user access per security policies.
• Support audit, compliance, and security activities, including documentation and evidence preparation.

Documentation & Continuous Improvement

• Maintain SOPs, runbooks, and knowledge base articles; contribute to process improvements and automation initiatives.

This role might be for you if you have:

• Strong training in Computer Science, Information Technology, Engineering, or equivalent.
• 2-5 years' experience in IT operations, end-user management, or production application support for mission-critical/high-availability systems.
• Understanding of application architecture, APIs, system integrations, batch processing, and job scheduling.
• Familiarity with incident management and ticketing systems (e.g., ServiceNow, Jira), log analysis, and monitoring tools.
• Strong troubleshooting, root cause analysis, and SQL-based data analysis skills.
• Excellent communication and stakeholder management abilities.
• Willingness to participate in standby/after-hours support rotations for deployments, maintenance, and issue resolution.
• Proactive team player capable of working independently with minimal supervision.