Application Support Specialist

POSITION OVERVIEW

The Application Support Specialist plays a crucial role in ensuring the smooth operation of IT applications within Hyva. They are responsible for providing both technical and functional support, troubleshooting issues, and assisting Hyva colleagues globally in utilizing IT applications effectively to meet our business objectives.

MAIN TASKS AND RESPONSIBILITIES

• Support: Provide frontline technical and functional support to end-users (Hyva colleagues) globally for various software applications, but mainly Infor LN ERP systems, including troubleshooting issues, answering queries, create user accounts, assign relevant roles, and resolving problems promptly.
• Investigate and resolve application-related issues reported by users through various channels such as email, phone, or ticketing system, ensuring minimal disruption to business operations.
• Maintain comprehensive documentation of support procedures, troubleshooting steps, and solutions to facilitate efficient issue resolution and knowledge sharing within the global team.
• Being part of the team in Kuala Lumpur providing 24h/5d support to Hyva colleagues globally. A shift system will be used.
• Monitor the performance and availability of applications, proactively, using technical and functional KPIs agreed with the IT Solution Analysts identifying potential issues or trends to prevent downtime and optimize performance.
• Collaborate with cross-functional IT teams including developers, system administrators, and solution analysts to escalate complex issues, implement solutions, and ensure seamless integration of applications with other systems.
• Participate in testing activities including regression testing to ensure the reliability, functionality, and usability of new features or updates before deployment.
• Based on recurring reported issues, identify and suggest opportunities for process improvements, automation, or enhancements to streamline support operations, increase efficiency, and enhance the overall user experience.
• Ensure compliance with relevant IT policies, procedures, and regulations governing the use and management of applications, such as data security and segregation of duty regulations.
• Act as a point of contact during emergencies or critical incidents involving applications, coordinating with relevant stakeholders to resolve issues promptly and minimize business impact.
• Maintain overview of number of used licenses per application.

SKILLS

• Understanding of ERP systems.
• High accuracy level.
• Teamwork: Ability to work with a global team to establish department and project goals.
• Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices.
• Problem solving:
  • Analysing reported user issues and come up with solutions, work-arounds.
  • Ability to troubleshoot software applications.
• Well-developed communication skills.
  • Ability to convey technical information to non-technical users.
  • Culturally sensitive.
  • Maintaining confidentiality.
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• Proactive attitude.
• Ability to work independently as well as collaboratively in a team-oriented environment.

POSITION REQUIREMENTS

• Educational Level: Bachelor’s degree or equivalent in Computer Science, Information Technology, or related field.
• Professional Experience:
  • Proven experience in application support, technical support, or helpdesk roles.
  • Hands-on knowledge and experience with a major ERP solution (preferably InforLN).
  • Certification in relevant technologies or ITIL certification is a plus.
• Language: Verbal and Written English.