Job Summary:

We are seeking a dedicated and skilled Application Support professional to join our CIB MANAGEMENT AND SUPPORT FUNCTIONS DIGITAL & PLATFORM’s team. The ideal candidate will be responsible for providing high-quality technical support for our suite of applications, ensuring optimal performance and user satisfaction. This role requires a proactive problem-solver with excellent communication skills and a strong technical background. 

Key Responsibilities:

Provide first and second-level support for application-related issues, ensuring timely resolution and minimal disruption to business operations.Monitor application performance and conduct regular system checks to identify and address potential issues before they impact users.Collaborate with development teams to understand application functionalities and provide feedback for improvements.Document and maintain detailed records of support activities, including issue resolution steps and user interactions.Assist in the deployment and configuration of new applications and updates, ensuring seamless integration with existing systems.Conduct user training sessions and create user guides to enhance application usage and efficiency.Participate in on-call rotation to provide after-hours support as needed.

Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.Proven experience in application support or a similar role, with a strong understanding of ITIL processes.Proficiency in troubleshooting and resolving technical issues across various platforms and applications.Familiarity with database management and querying (e.g., SQL).Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.Strong organizational skills and the ability to manage multiple tasks simultaneously.Experience with ticketing systems and remote support tools.

Preferred Skills:

Experience with cloud-based applications and services.Knowledge of scripting languages (e.g., Python, PowerShell) for automation.Certification in ITIL or other relevant IT service management frameworks.