Technical Application Support Analyst

Technical Application Support Analyst

Job Summary

We are seeking a skilled Technical Application Support Analyst to provide production support, troubleshooting, testing, and continuous improvement for enterprise applications, including Loan Origination Systems (LOS), Loan Management Systems (LMS), ERP platforms, and integrated business applications. The successful candidate will be responsible for incident resolution, root cause analysis, application monitoring, testing automation, and stakeholder engagement to ensure optimal system performance and customer satisfaction.

The ideal candidate will possess strong analytical skills, hands-on experience with SQL, SOQL (Salesforce query language), test automation tools (Selenium, TestNG), and exposure to platforms such as Salesforce and/or SAP.

Key Responsibilities

Application Support

• Provide Level 2 and Level 3 application support for LOS, LMS, ERP, and integrated business systems.
• Diagnose, troubleshoot, and resolve application incidents within agreed service levels.
• Monitor application performance and proactively identify potential issues.
• Perform root cause analysis and implement preventative measures.
• Coordinate with development teams, vendors, and business stakeholders to resolve complex issues.
• Manage service requests, incidents, problems, and changes in accordance with ITIL best practices.

Technical Investigation & Analysis

• Analyse system logs, interfaces, APIs, and database records to diagnose issues.
• Execute SQL and SOQL queries to investigate data discrepancies and validate application functionality.
• Support data fixes, data migrations, and production releases.
• Review integrations between LOS, LMS, CRM, ERP, and third-party systems.

Testing & Quality Assurance

• Create and execute test plans, test cases, and regression suites.
• Develop and maintain automated test scripts using approved automation frameworks.
• Participate in functional, integration, system, and user acceptance testing activities.
• Validate application changes before production deployment.
• Support Shift-Left and Shift-Everywhere quality practices.

Change & Release Support

• Participate in application deployments and release activities.
• Conduct impact assessments for system changes.
• Validate production implementations post-deployment.
• Support Change Advisory Board (CAB) activities where required.

Documentation & Knowledge Management

• Develop and maintain support documentation, SOPs, troubleshooting guides, and knowledge articles.
• Document recurring issues and recommend long-term solutions.
• Provide end-user and operational support training when required.

Stakeholder Engagement

• Engage with business users to understand issues and requirements.
• Communicate technical information clearly to both technical and non-technical audiences.
• Participate in Agile ceremonies including sprint planning, backlog refinement, stand-ups, reviews, and retrospectives.

Required Qualifications

Education

• Bachelor's Degree or National Diploma in Information Technology, Computer Science, Information Systems, or related field.
• Relevant certifications are advantageous.

Experience

• Minimum 2 years' experience in software application support.
• Experience supporting Loan Origination Systems (LOS) and/or Loan Management Systems (LMS).
• Experience supporting enterprise business applications such as CRM, ERP, or financial systems.
• 8Experience working within Agile delivery environments, including Scrum or Kanban ways of working.
• Practical experience participating in Agile ceremonies such as sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.
• Experience with incident, problem, and change management processes.

Required Technical Skills

Application Support

• LOS and LMS support experience.
• Production support and incident management.
• Application monitoring and troubleshooting.

Database & Query Skills

• Minimum 2 years of SQL experience.
• Experience writing complex SQL queries for troubleshooting and data analysis.
• Experience with SOQL for Salesforce environments.

Testing & Automation

• Experience creating and maintaining automated test scripts.
• Understanding of test automation frameworks and best practices.
• Experience with regression testing, system testing, and UAT support.
• Ability to align testing, defect management, and release validation activities with Agile sprint cycles.

Integration & Platforms

• Experience supporting APIs and system integrations.
• Salesforce and/or SAP exposure preferred.
• Basic understanding of web services (REST/SOAP).

Advantageous Skills

• Salesforce Administration or Salesforce platform experience.
• SAP application support experience.
• Java development knowledge.
• Selenium automation experience.
• Exposure to CI/CD pipelines and DevOps practices.
• Experience with Jira, Azure DevOps, or similar tools.
• ITIL Foundation Certification.
• Banking, Financial Services, Lending, or Credit industry experience.

Key Competencies

• Strong problem-solving and analytical skills.
• Excellent troubleshooting capabilities.
• Attention to detail.
• Customer-focused mindset.
• Strong verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.
• Collaboration and stakeholder management skills.
• Ability to collaborate effectively in Agile teams and support iterative delivery of system enhancements.
• Proactive and continuous improvement mindset.

Success Measures

• Achievement of SLA targets for incidents and service requests.
• Reduction in recurring production issues.
• High change success rate.
• Improved application availability and performance.
• Increased automated test coverage.
• Positive stakeholder and customer feedback.

This version is suitable for recruitment in banking, financial services, lending, fintech, or enterprise software environments and aligns well with LOS/LMS, Salesforce, SAP, SQL/SOQL, and test automation requirements.