Provide high quality Business analysis on critical application integrations.
Act as the primary subject matter expert to troubleshoot complex issues, and identifying potential problems, while collaborating closely with other IT teams and business stakeholders to align with application support with strategic goals.
Lead the process of identifying, investigating, and resolving critical application issues, including escalating to higher-level support or vendors when needed.
Develop and maintain comprehensive application documentation, including user guides, troubleshooting procedures, and knowledge base articles.
Act as a liaison between the application support team and Product / Business stakeholders, understanding their needs and communicating effectively regarding application issues and updates.
Available out of hours for incident support and changes such as deployments and hotfixes.
Participating in application upgrades, patches, and releases, ensuring smooth transition and minimal disruption to users.
Working closely with application developers to communicate user feedback, report bugs, and contribute to application improvements.

Minimum 7 years of experience in Business Analysis processes, frameworks and standards.
Good exposure Integration platforms and cloud services.
Good exposure to SAAS products and their integration.
Integrations platform development exposure would be an advantage.
Good exposure to ITIL practices.
Exposure to IT Application Support and Service delivery functioning.
Excellent written and verbal communication and negotiation skills, including the ability to relate effectively to users at all levels and careful attention to detail.
Flexible in meeting the demands of the role, as the role may involve some evening and occasional weekend work, as well as being on call for incident management.
Excellent analysis and problem-solving skills.
Expert in modern software engineering practices.
Expertise in PostgreSQL and SQL server.
Exposure to any financial products will be an added advantage.
Agile product management tools like Jira, Confluence, etc.

Excellent in applying analytical, logical and systematic troubleshooting skills to diagnose complex technical issues and identify root causes
Provide expert knowledge to application support members, helping identify issues and areas of improvement and providing that feedback to the respective teams
Investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)
Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions

Application Support SME, Business Analyst

Key skills