Application Support Analyst

JOB PURPOSES:

- The Application Support Analyst provides functional support, incident resolution, and continuous improvement for business applications (ERP, MES, and domain-specific systems).

- The role acts as a bridge between IT and business teams, ensuring smooth system operation, resolving day-to-day issues, and supporting application enhancements.

ACCOUNTABILITIES:

1. Application Support & Incident Handling

- Provide Level-2 support for ERP, MES, and SLA compliance for application business applications. support tickets.

- Troubleshoot system issues, identify root through analysis and causes, and coordinate fixes with vendors or developers.

- Document incidents, workarounds, and resolutions to build the internal knowledge base.

- Ensure timely ticket resolution in alignment with ITSM SLAs. Ensure compliance with IT policies, security standards, and audit requirements.

2. Support on Change, Testing & Release

- Prepare use cases, test scripts, and perform UAT with Key Users

- Validate changes, enhancements, and new system releases

- Support release planning, documentation, and business communication

3. Application Maintenance & Configuration

- Support system configuration changes based on approved requests.

- Maintain master data or application parameters where applicable.

- Monitor scheduled jobs, interfaces, and data flows to ensure accuracy

4. Project Participation

- Participate in IT application projects (upgrades, rollouts, new modules).

- Coordinate with project managers, platform specialists, vendors.

- Support scoping, requirements, testing, and cutover activities

5. Collaboration with Key User Operating Model

- Work closely with Key Users as the first line of functional support.

- Provide training, documentation, and knowledge transfer to Key Users.

- Support Key Users in UAT, release adoption, and process troubleshooting.

Yêu cầu công việc

Qualifications:

- Bachelor’s degree in IT, Computer Science, Business Information Systems, or equivalent.

- ITIL Foundation - optional

- ERP system certifications (Dynamics 365, SAP, etc.) - optional

- Business analysis certification (ECBA, CBAP) - optional

Experience:

- Experience analyzing business processes or supporting enterprise applications.

- Exposure to project environments (Agile is a plus).

- Understanding of cross-functional workflows from business units (Sales, Production, Finance, HR).

Competencies:

- Strong problem-solving and communication skills.

- Strong troubleshooting, diagnostic, and analytical skills.

- Understanding of cloud-native services, CI/CD pipelines, monitoring, and automation.

- Ability to read/interpret technical architecture diagrams and system workflows.

- Competency in scripting or automation (PowerShell, Python, Bash, or domain - specific tools).

- Familiarity with ERP and enterprise system integration.

- Ability to manage incidents, change requests, and operational tasks effectively.

- Strong documentation habits: SOPs, runbooks, configuration logs, release notes.

- Knowledge of cybersecurity fundamentals and secure-by-design principles.

Language(s):

- Vietnamese & English

Other Requirements:

- Strong performance to act within given boundaries.

- Effective communications and empathy.

- Comfortable with managing internal relationships and partnerships.

- Ability to gather the needed information, to define the needs and demands on information management and functionality with the ability to move between strategy, tactical and operational demands delivering high quality products.

- Ability to participate in and facilitate group meetings.

- Decision making skills.

Quyền lợi

• Thưởng: Competitive performance bonus
• Chăm sóc sức khoẻ: Premium healthcare insurance from Generali
• Đào tạo: External and internal trainings relevant to job scope are provided