RQ10557 - Application Support Specialist - Senior

Responsibilities:

• Provides support to teams within the organization, and to external clients when required.
  
• Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs.
  
• Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders.
  
• Maintains and updates technical documents and procedures.
  
• Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others.
  
• Work with the PM towards maintaining client relations, facilitating client meetings and managing client expectations, preparing presentation materials, onboarding, and offboarding project resources.
  
• Work with Project/Product Manager (PM) towards facilitating and conducting end user training sessions, develop training materials (manuals or videos), preparing meeting minutes and other documents.
  
• Monitor and manage service agreements (budget, scope. timelines), identifying key performance indicators and raising flags as needed.
  
• Support other activities as assigned by project/product managers.
  

General Skills:

• Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades.
  
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary.
  
• A team player with a track record of meeting deadlines, managing competing priorities and client relationship management experience.
  
• Ability to explain complex ideas to those with limited IT and systems knowledge.
  
• Exceptional verbal and written communication skills.
  
• Listening ability and patience.
  
• Extraordinary customer service and relationship management experience.
  

Experience and Skill Set Requirements:

Must Haves:

• 5+ years of demonstrated experience in coordinating and facilitating project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards
  
• Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs.
  
• Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders.
  
• Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades.
  
• Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary.
  
• Maintains and updates technical documents and procedures.
  
• Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others.
  

Skill Set Requirements:

Application Support Experience:

• 5+ years of proven experience in managing clients and their expectations with reference to IT projects or applications.
  
• Working knowledge of business process analysis techniques, structured system life cycle methodologies (SDLC) for business applications
  
• Demonstrated ability to respond to end‑user queries, troubleshoot application issues, configuration issues, and system access problems and resolve incidents efficiently.
  
• Hands-on experience managing full incident lifecycles using a ticketed query system, including prioritization, escalation, and closure.
  
• Experience supporting internal teams and external clients, ensuring consistent service delivery and issue resolution.
  
• Ability to identify recurring issues and contribute to long‑term fixes and service improvements.
  
• Experience assisting with or supporting systems integrations, collaborating with cross‑functional technical teams. For example, experience supporting application, build testing, production deployment, change request management, and release management.
  
• Track record of meeting deadlines, managing competing priorities, and maintaining strong client and stakeholder relationships.
  

Project Co-ordination skills:

• Experience collaborating with various groups to gather updates and maintaining project budgeting, progress reporting, action items, risk management updates, etc.
  
• Experience working alongside project managers to provide updates, escalate where required, identify risks, and lead project document deliverables.
  
• Demonstrated experience working in a professional environment supporting multiple project managers on critical projects.
  
• Experience developing project status reports and maintaining and monitoring status reporting logs.
  
• Experience monitoring and maintaining project document repository and ensuring all documents are reviewed and maintained in the repository.
  

Methodologies, Documentation & Soft Skills:

• Experience in Gathering and developing requirements in order to create and maintain a detailed project schedule and/or integrated plan.
  
• Ability to monitor and forecast project costs and provide reporting and input to ensure targets are met.
  
• Demonstrated experience coordinating with project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards
  
• Extensive experience coordinating and monitoring project processes and developing/communicating guidelines and procedures.
  
• Experience in Developing complex project budgets based on multiple funding channels and cross ministry dependencies.
  
• Experience in articulating and prioritizing issues and risks at senior executive levels and recommending mitigation strategies for decision makers.
  
• Awareness / knowledge of emerging I&IT trends and directions.
  
• Ability to adapt to changing trends, leverage emerging tools and methodologies, and effectively lead projects to success in today's dynamic IT landscape.
  
• Experience creating, maintaining, and improving technical documentation, procedures, and knowledge base articles.
  
• Proven ability to deliver regular or customized training sessions and creating user guides.
  
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical audiences.
  
• Demonstrated listening skills, patience, and empathy when supporting users.
  
• Exceptional customer service and relationship management capabilities.
  
• Strong critical thinking and analytical skills applied to problem solving and decision‑making.
  
• Collaborative team player who works effectively across technical, business, and geographically dispersed teams.
  
• Excellent analytical, problem-solving, interpersonal, and negotiation skills
  
• Excellent oral and written communication skills
  
• Demonstrated ability to work closely with business and other IT teams.
  
• Demonstrated ability to develop and present new ideas and conceptualize new approaches and solutions.