Job Description

The purpose of this role is to provide specific Applications support (2nd and 3rd level), for a particular application, both technical and human. Technical support relates to the maintenance of the app, software, and other organization technological systems. Human support relates to helping the end-user understand how to use the application or system and help solve any issues.


They oversee installing, updating, and maintaining their assigned application. They also troubleshoot concerns and respond to inquiries from application users. They are expected to be subject matter experts on matters related to the application and to ensure optimal up time and user experience are met on the ADvTECH platform they provide support to.


Application Support staff collect information from users and program prompts. They primarily collect data on program usage and common user concerns. This data will help Application Support Specialists identify trends in software usage and recommend solutions for software improvement. Responsible for providing reports and metrics to improve system availability and performance relating to overall systems health, thus providing a holistic management view with recommendations to alleviate or curb any current or prospective issues.

Applications Implementation, Support & Maintenance

Provides business application support to users on escalations for relevant system/s
Provides support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues as well as escalations from the service desk. Supports Brand Business Application Coordinators (BACs) to embed best practices on business processes and with the resolution of issues at campus level. Ensures maintenance of applications & systems architectural standards Ensures that calls are escalated, updated, and resolved within acceptable parameters. Works directly with the Application Support Team Lead and addresses all escalations timeously and accurately. Attends training sessions on all business processes and changes being implemented Participates in backups and disaster recovery plans to ensure business continuity in case of a system failure or outage.

Applications Monitoring & Testing

Monitors system/ application performance and troubleshoots issues to ensure the smooth running of systems and applications. Carries out performance analysis on systems and ensures systems maintain acceptable performance levels. Ensures applications/systems/systems integrations are operating at agreed SLAs (Uptime) to facilitate the successful execution of business transactions Runs SQL queries based on data as required. Participates in pre and post release testing of change requests. Attends training sessions on all business processes and changes being implemented. Communicates any gaps/concerns to Application Support Team Lead & relevant stakeholders to ensure issues are addressed accordingly. Supports ADvTECH IT (AIT) with regression testing. Identifies and resolves applications and systems problems. Ensures system/ application errors are detected, logged, and resolved timeously. Identifies and communicates risks, trends, and possible solutions to the Application Support Team Lead to analyze, document and raise with the BACs.

Stakeholder Engagement

Establishes and maintains relationships with key stakeholders as well as Brand representatives and ADvTECH IT technical and support staff Ensures proactive communication takes place to Inform all internal stakeholders (SA Team Lead & BACs) of: Brand specific trends regarding incidents that have been escalated. System issues such as SIS unresponsive, Communication issues, etc. Collaborates with various stakeholders to play an active role in the selection, configuration, and implementation of application systems. Collaborates with other team members and application users to promote the efficient utilization of the application and its effectiveness in addressing business needs Develops training materials in conjunction with the BACs, measures the effectiveness of training and addresses the gaps in knowledge and skills levels Escalates issues to appropriate parties (App Support Team Leader, Business Analyst and/or Business App Manager) based on user concerns/questions and follows up on the resolution thereof

Continuous Improvement

Contributes to the development and maintenance of best practice, procedures and documentation related to the Application within ADvTECH IT and the Brands Proactively researches and locates necessary tools and processes to identify and avert systems and applications service depletion. Ensures continuous optimization of systems/ application performance Identifies process improvements in order to provide a more effective and efficient service Stay up-to-date with any relevant changes and optimization in the relevant Business Applications to ensure effective and optimal resolution of queries Monitors incidents and ensures resolution within SLA. Facilitates the implementation of new or enhanced processes. Stays up to date with the latest trends and technologies in system administration and recommends changes and improvements to existing infrastructure. Makes increased contributions by broadening individual skills Provides project support and assistance for the application, as required

Education (Formal Qualification required)

Degree / Diploma in IT

MCSE