Application Support Analyst

Reporting to: Head of Technology Solutions & Digital

This role demands a customer focused individual that has proven experience of understanding and empathizing with user needs whilst ensuring alignment with business objectives and displaying knowledge in Change Management, IT implementation services, customer care and overall good generic IT skills. 

Main Duties:

• Forming part of a dynamic team responsible for supporting and maintaining our various core and non-core business
  IT solutions in extensive use by our Regional Offices, our back-office personnel and our extensive extended network
  across Malta and Gozo.
• Demonstrate flexibility and agility in managing multiple tasks and Partners within a demanding environment whilst
  fostering a positive and collaborative team environment and demonstrating a strong work ethic.
• Constant co-ordination with our Service Desk to manage and resolve all raised tickets to the required Service Level
  Agreements.
• Liaise with our Corporate Technology Division in Madrid and all our other Partners (local and abroad) for deliveries
  related to our Core Systems and other operational applications, ensuring smooth functionality and performance.
• Use of established problem-solving techniques and processes to address issues raised by our users and customers.
• Co-ordinate Change Requests to ensure Production systems deployments are properly planned, controlled, and
  managed.
•  Implement Releases in our various environments through the use of DevOps tools and processes.
• 8. Utilize strong analytical skills to address complex issues efficiently through collaboration with various stakeholders
  including users, suppliers, and developers to address complex issues and implement effective solutions.
• Co-ordinate with IT Business Analysts to ensure there are clear and updated Technical Roadmaps for each
  
• application.
• Use of corporate Service Management tools such as HPSM for management of tickets and changes.
• Be aware of Support and Maintenance budgets.
• Maintain and improve customer and user relations by holding regular reviews with key stakeholders providing the
  necessary statistics and highlighting improvement areas.
• Deploy, maintain, and troubleshoot core business applications, including application servers, associated hardware,
  endpoints, and databases. Sound knowledge of Oracle and MS SQL databases, and a strong understanding of basic
  coding flows as to allow proper troubleshooting as to allow effective communication with Developers.
• Be able to construct and define use cases when required.
• Create test plans/scripts to verify that requirements and specifications are met when testing deliverables.

Required skills: 

• Business Analysis
• Incident Handling
• Problem Solving Techniques
• Oracle & MS SQL
• Statistical Report Development and development of Digital Forms with associated Workflows.
• Excellent command of both spoken and written English is necessary.