Rq10557 - Application Support Specialist - Senior

Must Have:
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 standardsManage 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 upgradesExperience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessaryMaintains and updates technical documents and proceduresWork 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 othersExperience and Skill Set Requirements
Application Support Experience –30%
5+ years of proven experience in managing clients and their expectations with reference to IT projects or applicationsWorking knowledge of business process analysis techniques, structured system life cycle methodologies (SDLC) for business applicationsDemonstrated ability to respond to end‑user queries, troubleshoot application issues, configuration issues, and system access problems and resolve incidents efficientlyHands-on experience managing full incident lifecycles using a ticketed query system, including prioritization, escalation, and closureExperience supporting internal teams and external clients, ensuring consistent service delivery and issue resolutionAbility to identify recurring issues and contribute to long‑term fixes and service improvementsExperience 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 managementTrack record of meeting deadlines, managing competing priorities, and maintaining strong client and stakeholder relationshipsProject Co-ordination skills– 30%
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, escalation where required, identify risks, and lead project document deliverablesDemonstrated experience working in a professional environment supporting multiple project managers on-critical projectsExperience developing project status reports and maintaining and monitoring status reporting logsExperience monitoring and maintaining project document repository and ensuring all documents are reviewed and maintained in the repositoryMethodologies, Documentation & Soft Skills – 40%
Experience in Gathering and developing requirements in order to create and maintain a detailed project schedule and/or integrated planAbility to monitor and forecast project costs and provide reporting and input to ensure targets are metDemonstrated experience coordinating with project teams to ensure project deliverables are delivered on time and adhere to government and ministry standardsExtensive experience coordinating and monitoring project processes and developing/communicating guidelines and proceduresExperience in Developing complex project budgets based on multiple funding channels and cross ministry dependenciesExperience in articulating and prioritizing issues and risks at senior executive levels and recommending mitigation strategies for decision makersAwareness / knowledge of emerging I&IT trends and directionsAbility to adapt to changing trends, leverage emerging tools and methodologies, and effectively lead projects to success in today's dynamic IT landscapeExperience creating, maintaining, and improving technical documentation, procedures, and knowledge base articlesProven ability to deliver regular or customized training sessions and creating user guidesExcellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical audiencesDemonstrated listening skills, patience, and empathy when supporting usersExceptional customer service and relationship management capabilitiesStrong critical thinking and analytical skills applied to problem solving and decision‑makingCollaborative team player who works effectively across technical, business, and geographically dispersed teamsExcellent analytical, problem-solving, interpersonal, and negotiation skillsExcellent oral and written communication skillsDemonstrated ability to work closely with business and other IT teamsDemonstrated ability to develop and present new ideas and conceptualize new approaches and solutions
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