IT Application Support Analyst
About the job
About the IT Application Support Analyst role
The IT Application Support Analyst will manage incidents and service requests through ServiceNow/GSN, troubleshoot application issues, and coordinate with technical teams and business stakeholders to ensure timely resolution. The role involves supporting Incident, Change, and Problem Management in line with ITIL/ITSM best practices, monitoring service performance against SLAs, and assisting with IT audits and control compliance. Responsibilities also include preparing operational reports, maintaining technical documentation and runbooks, validating system changes and deployments, and identifying opportunities to improve workflows and service delivery. The analyst will ensure BAU activities are completed accurately and on time while maintaining operational efficiency and strong stakeholder relationships.
Key Responsibilities:
- Handle incidents and service requests through ServiceNow or GSN incident management systems
- Provide application support, troubleshoot technical issues, and coordinate with relevant teams to ensure timely resolution
- Support IT audit and control processes, ensuring compliance with established IT policies and procedures
- Perform data analysis and prepare operational reports to support service monitoring and decision-making
- Coordinate with Product, Development, Administration, and other relevant stakeholders to resolve issues and improve service delivery
- Analyse workflows and identify opportunities for process improvement and operational efficiency
- Support Change Management and Problem Management activities in accordance with established IT processes and ITIL best practices
- Develop, maintain, and update technical documentation, standard operating procedures (SOPs), support guides, and operational runbooks
- Conduct post-implementation validation and support activities following deployments, system releases, and changes
- Ensure assigned tasks and business-as-usual (BAU) activities are completed accurately and within agreed timelines
- Monitor service performance and ensure compliance with established Service Level Agreements (SLAs)
- Maintain regular communication and build strong working relationships with business stakeholders and partners to ensure issues, risks, and improvement opportunities are addressed promptly
Requirements:
- Strong communication, coordination, and stakeholder management skills
- Ability to work independently, demonstrate leadership qualities, and learn new systems and processes quickly
- Creative and innovative mindset, with the ability to identify and implement process enhancements
- Familiarity with IT service management (ITSM) processes and ITIL best practices
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to manage multiple tasks and prioritise activities to meet operational requirements and SLA commitments
- Good technical documentation and reporting skills
- Successfully complete assigned tasks and BAU activities while maintaining operational efficiency, following established IT service management processes, and meeting agreed service levels
- Primary skill area: Demonstrates advanced proficiency in ServiceNow/GSN technology within the IT Service Management/Application Support skill area
- Secondary skill area: Demonstrates advanced proficiency in ITIL/ITSM processes within the Incident, Change, and Problem Management skill area
