application management analyst

Job Scope:

The Application Management Analyst is responsible for ensuring the smooth operation, support, and continuous improvement of the company's business applications. This includes both commercial off-the-shelf (COTS) solutions and custom-built systems developed by in-house application developers. The role involves monitoring performance, coordinating with stakeholders, and ensuring application usage aligns with company standards and goals.

Key Responsibilities:

1. Application Management & Operations

• Oversee operations of key business software (internal portal, document management system and other custom—built systems developed in-house).
• Serve as first-level support for users, resolving common issues and escalating technical problems to relevant teams.
• Monitor application performance, availability, and reliability, ensuring minimal downtime. Coordinate patch management and upgrades.
• Management and configuration of application user roles, permissions, and security settings.
• Maintain system documentation, user manuals and SOPs.

2. Collaboration Platform User Management

• Monitor platform usage and performance, ensuring efficient configuration and resource utilization.
• Ensure compliance with data governance, backups, retention policies, and access control standards.

3. System Analysis & Design

• Collaborate closely with the reporting manager to identify business needs, pain points, and strategic priorities that require system enhancement or new solution implementation.
• Gather and document functional requirements from stakeholders through interviews, workshops, and observation.
• Analyse existing business workflows, identify inefficiencies, and propose improvements that align with departmental goals and broader organizational objectives.
• Evaluate potential solutions by coordinating proof-of-concept (POC) activities, software demonstrations, and pilot runs.
• Plan and execute user acceptance testing (UAT), ensuring alignment with user expectations, system specifications, and business objectives.

4. Process & Compliance

• Track and manage software project deadlines.
• Assign and monitor tasks to application developers based on skillsets, availability, and project urgency.
• Enforce compliance of software development SOPs

Required Skills & Experience:

Experience

• Minimum 5 years of hands-on experience in managing and supporting business-critical applications and platforms.
• Proven track record in system administration, configuration, and first level troubleshooting across internal portals, cloud-based systems, and custom-built apps.
• Familiarity with collaboration platforms (e.g., Google Workspace or Microsoft 365), with focus on monitoring, governance, and performance optimization.
• Experience conducting system analysis, documenting business requirements, and supporting the implementation of new systems.

Technical Skills

• Basic SQL knowledge for data extraction, validation and report generation.
• Competent in coordinating and conducting user acceptance testing (UAT), patch management, and performance monitoring.
• Skilled in using ITSM tools such as Jira, ServiceNow, or ManageEngine for issue tracking and resolution.

Analytical & Process Improvement

• Strong skills in business process analysis and workflow optimization.
• Ability to identify pain points in current systems and propose actionable improvements aligned with strategic goals.
• Experienced in conducting proof-of-concepts (POCs), vendor evaluations, and pilot testing of new tools or enhancements.

Soft Skills

• Strong analytical mindset with the ability to anticipate system issues, identify process gaps, and proactively recommend improvements.
• Effective communicator with technical and non-technical users.
• Adaptable and responsive to evolving business needs, new tools, and process changes.