Application Support Specialist

About the role

The Applications Support Specialist provides technical and functional assistance for ASR's software platforms, ensuring users and stakeholders receive timely help, optimal performance, and continuous improvement of solutions.

Key responsibilities

• Provide first‑line support for application incidents and service requests, including user onboarding/offboarding, account closures, password management and how‑to queries.
• Diagnose, troubleshoot and resolve technical or functional issues, communicating via email, chat or ticketing system.
• Escalate complex problems to senior support, development or vendor teams when necessary.
• Monitor application performance, integrations and data flows; identify recurring issues and collaborate with technical teams on permanent fixes.
• Assist with application updates, patching and release validation activities.
• Log, track and document all issues in the ticketing system, maintain SLA compliance and provide regular stakeholder updates.
• Create and update troubleshooting guides, FAQs and knowledge‑base articles; document technical procedures and support processes.
• Deliver training sessions for internal teams or end‑users.
• Act as the main liaison between business stakeholders and IT/Vendors, gathering requirements, managing expectations and communicating updates.
• Collaborate with IT Development, QA, Data Engineering, BI and Infrastructure teams to validate business requirements and solutions.

Required profile

• Clear communication skills with users and stakeholders.
• Ability to act as the primary point of contact between business units and IT.
• Strong requirement‑gathering and expectation‑management capabilities.
• Proactive attitude in facilitating discussions and prioritising competing demands.

Required skills

• Ticketing system usage