Application Support Specialist

2 days ago

Singapore LIDL & KAUFLAND ASIA PTE. LIMITED Full time
Senior IT Application Specialist

Are you a highly motivated individual with a strong passion for technical problem-solving? Do you thrive in fast-paced environments and enjoy collaborating with teams to deliver exceptional customer service?

About the Role:

We are seeking a Senior IT Application Specialist to join our team, responsible for providing advanced technical solutions and support to our internal ERP applications and other core systems. As a key member of our IT team, you will play a critical role in managing incidents and requests through to completion, escalating and communicating with internal and external parties as needed.

Key Responsibilities:

  • Act as the primary point of contact for all user support related queries regarding our core applications.
  • Responsible for resolving and escalating user request tickets in a timely and efficient manner.
  • In charge of maintaining accurate inventory of all company applications used, as well as conducting regular checks on active and inactive applications within our ticket/asset management tool.
  • Take internal and external calls from users regarding application-related incidents or service requests, ensuring proper documentation, notification, escalation, tracking, and follow-up of all incidents/service requests.
  • Regularly provide statistical reports about support cases and incidents, reviewing issues and proposing corrective actions.
  • Provide Level 2 support for all IT internal applications, with the ability to perform L1 support when necessary or deputizing for other team members.
  • Identify opportunities to improve customer service and internal processes by analyzing repeat issues or service risks, and aid in prevention.
  • Take lead roles on projects and extended tasks, as well as support colleagues if an Application Specialist is unavailable.
  • Support the Manager with high-priority tasks or difficult customers, and collaborate with Business to communicate changes for existing or new applications.
Requirements:

To succeed in this role, you will need:

  • A diploma in Computer Science, Information Technology, or a relevant discipline.
  • At least 5 years' experience in user support, focusing on application support.
  • Experience in PLM and strong problem-solving and system troubleshooting skills.
  • Technical proficiency in Microsoft Office and use of ticketing systems.
  • A good command of written and spoken English.
  • Good interpersonal and communication skills.
  • The capability to work under pressure and in a fast-paced environment.
Estimated Salary: $80,000 - $100,000 per annum

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