IT Application Support Analyst

NSEARCH GLOBAL PTE. LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

NSEARCH GLOBAL PTE. LTD. seeks an IT Application Support Analyst to provide Level 1 support for the Grant Management System and Business Grants Portal in Singapore.

You will handle user inquiries, troubleshoot issues with vendors and internal teams, and maintain documentation. Strong Jira experience and RCA familiarity are essential, as is the ability to work independently and collaborate with stakeholders.

Qualifications

• Bachelor's Degree with more than 3 years of working experience.
• 1–2 years of experience in IT Helpdesk, Level 1 Technical Support, or Application Support.
• Hands-on experience using Jira for issue tracking and ticket management.
• Experience troubleshooting application or system issues and coordinating with technical teams or vendors.
• Familiarity with Root Cause Analysis (RCA), incident management, and issue escalation processes.
• Experience maintaining technical documentation, user guides, or functional specifications.
• Exposure to UAT, user training, or stakeholder engagement activities would be advantageous.
• Strong communication, interpersonal, and problem-solving skills.
• Detail-oriented, proactive, and able to work independently with minimal supervision.

Responsibilities

• Provide Level 1 application support for the Grant Management System (GMS) and Business Grants Portal (BGP).
• Handle user enquiries, troubleshoot system issues, and ensure timely resolution or escalation.
• Use Jira to track, monitor, update, and manage support tickets and reported issues.
• Coordinate with system vendors and relevant stakeholders to investigate and resolve technical issues.
• Participate in live troubleshooting sessions and review RCA reports to ensure effective issue resolution.
• Maintain and update user guides, functional specifications, and system documentation.
• Support user engagement activities, clarification sessions, briefings, and community events.
• Assist with UAT, system testing, and gathering user feedback on system enhancements.

Skills

Communication skills

Problem-solving

Teamwork

Detail-oriented

Proactive

Independent work

Education

Bachelor's Degree

Tools

Jira

Job description

IT Application Support Analyst

Provide Level 1 application support for the Grant Management System (GMS) and Business Grants Portal (BGP).

Handle user enquiries, troubleshoot system issues, and ensure timely resolution or escalation.

Use Jira to track, monitor, update, and manage support tickets and reported issues. Coordinate with system vendors and relevant stakeholders to investigate and resolve technical issues.

Participate in live troubleshooting sessions and review Root Cause Analysis (RCA) reports to ensure effective issue resolution.

Maintain and update user guides, functional specifications, and system documentation.

Support user engagement activities, clarification sessions, briefings, and community events.

Assist with User Acceptance Testing (UAT), system testing, and gathering user feedback on system enhancements. Monitor system issues and provide regular updates to relevant stakeholders. Perform other operational and administrative support duties as required.

Requirements

• Bachelor's Degree with more than 3 years of working experience.
• Minimum 1-2 years of experience in IT Helpdesk, Level 1 Technical Support, or Application Support.
• Hands-on experience using Jira for issue tracking and ticket management (mandatory).
• Experience troubleshooting application or system issues and coordinating with technical teams or vendors.
• Familiarity with Root Cause Analysis (RCA), incident management, and issue escalation processes.
• Experience maintaining technical documentation, user guides, or functional specifications.
• Exposure to UAT, user training, or stakeholder engagement activities would be advantageous.
• Strong communication, interpersonal, and problem-solving skills.
• Detail-oriented, proactive, and able to work independently with minimal supervision.
• Good team player with a positive attitude and willingness to learn new systems.