Application Analyst

Responsibilities

• Oversee and manage ITSM tickets related to enterprise applications to ensure timely resolution and proper status updates.

• Act as a central coordination point between application teams, infrastructure teams, vendors, and business users within EPM.

• Monitor application support queues to ensure SLA compliance, prioritization, and escalation where required.

• Coordinate troubleshooting activities across multiple stakeholders and track issues through to closure.

• Facilitate communication between users and technical teams to clarify requirements, incidents, and service requests.

• Ensure applications are operating as expected and support day-to-day business operations.

• Assist in application release coordination, regression testing schedules, and quarterly upgrade activities.

• Maintain proper documentation for incidents, known issues, resolutions, and operational procedures.

• Support user acceptance testing (UAT) activities by coordinating test execution and feedback collection.

• Identify recurring issues, analyze trends, and propose process or system improvements.

• Participate in disaster recovery exercises and ensure applications readiness during DR events.

• Support internal and external audits by providing evidence, reports, and process documentation.

• Ensure effective collaboration between IT, business stakeholders, and third-party vendors.



Requirements:

• Degree in Information Technology, Computer Science, Business Information Systems, or related field.

• 2–3 years of experience in application support, IT operations, ITSM coordination, or similar roles.

• Hands-on experience with ITSM tools (e.g. ServiceNow or equivalent) and ticket management processes.

• Strong understanding of application support models, incident management, and change coordination.

• Good analytical and problem-solving skills with attention to detail.

• Strong communication and stakeholder management skills.

• Able to work independently with minimal supervision in a fast-paced, deadline-driven environment.

• Experience working with enterprise applications (ERP or business-critical systems) is an advantage.



Working location: Seri Kembangan, Selangor.