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Application Support Specialist

2 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hyva Full time
About the Role

The Application Support Specialist plays a vital role in ensuring the seamless operation of IT applications within Hyva. As a key member of our IT team, you will be responsible for providing technical and functional support, troubleshooting issues, and assisting colleagues globally in utilizing IT applications effectively to meet our business objectives.

Main Responsibilities

  1. Technical Support: Provide frontline technical and functional support to end-users (Hyva colleagues) globally for various software applications, including troubleshooting issues, answering queries, creating user accounts, assigning relevant roles, and resolving problems promptly.
  2. Issue Resolution: Investigate and resolve application-related issues reported by users through various channels, ensuring minimal disruption to business operations.
  3. Documentation and Knowledge Sharing: Maintain comprehensive documentation of support procedures, troubleshooting steps, and solutions to facilitate efficient issue resolution and knowledge sharing within the global team.
  4. Global Support Team: Be part of the team in Kuala Lumpur providing 24/7 support to Hyva colleagues globally. A shift system will be used.
  5. Application Performance Monitoring: 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.
  6. Collaboration with IT Teams: 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.
  7. Testing and Quality Assurance: Participate in testing activities including regression testing to ensure the reliability, functionality, and usability of new features or updates before deployment.
  8. Process Improvement: 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.
  9. Compliance and Security: 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.
  10. Emergency Response: 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.
  11. License Management: Maintain an overview of the number of used licenses per application.

Requirements

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