Application Support Specialist

Position Purpose

The Level 1 Application Support team serves as the

first point of contact

for users experiencing issues with business applications. This team is responsible for logging incidents, performing initial troubleshooting, and ensuring timely resolution or escalation to higher support tiers. responsible for managing, maintaining, and uploading approval matrices into enterprise systems. This role ensures that decision-making hierarchies are accurately reflected in digital workflows, enabling seamless routing of approvals across departments.

Key Responsibilities

User Interaction : Respond to support requests via phone, email, or ticketing systems.

Incident Logging : Accurately record issues in the incident management system, assigning appropriate priority levels.

Basic Troubleshooting : Password resets, Login / access issues, Configuration errors, Minor performance issues

Monitoring : Use tools to monitor application health and performance; report anomalies.

Escalation : Route unresolved or complex issues to Level 2 or Level 3 support teams.

Documentation : Maintain records of issues, resolutions, and known errors for future reference.

Customer Service : Ensure a positive user experience through clear communication and timely updates.

Matrix Management : Create, update, and validate approval matrices based on organizational policies and stakeholder input.

System Uploads : Upload matrices into workflow automation platforms (e.g., SAP, Oracle, ServiceNow, or custom ERP systems).

Stakeholder Coordination : Collaborate with department heads, finance, procurement, and HR to gather approval rules and maintain alignment.

Testing & Validation : Conduct test runs to verify matrix functionality and troubleshoot upload issues.

Required Skills

Excellent

problem-solving

and

communication

skills.

Familiarity with

diagnostic tools , log analysis, and debugging techniques.

Ability to work under pressure and manage multiple support requests.

Experience with ticketing systems and support documentation tools.

Ready to learn new applications and functional domain.

Qualifications

Diploma or bachelor’s degree in IT, Computer Science, or related field

Strong keys

Reactivity & Ability to understand requirements, problems and situations and to draw out logical conclusions.

Effective Communication, Rigor, Method, Autonomy, Patience.

Years Of Exp :

3–6 years of experience in application support