Understand the software application functionality and suggesting Process Improvements/ automation through utilizing the system featuresDiagnose the root causes of application errors and communicate application vendor for 2nd line supportManage users accounts on the systemMonitoring the application Performance metricsProvide users training on regular basis and answer all inquiries as a focal point Providing first line support to application users in the organization.Ability to diagnose & address application issues

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Responsible for finishing the assigned support tasks as well as project tasks assigned by team leader.Documentation of assigned tasks and building support knowledge baseComplete assigned task within the deadlinesManaging cases, requests and enhancements using online tools and processesTrouble shooting the applications in scope and able to open the customization code and find out the issues needed to be fixed (mainly in reports, data fix scripts and queries).Ensuring that client systems are fully operational, and any loss of service is restored in a timely, and efficient mannerProviding a high level of service to our customers and adhering to our strict SLAs for response and restoration timesProblem determination, workaround resolution, root cause analysis, major incident managementDeployment of service releases, patches, requests and customizationEnsure that solution and application support documentation is maintained to the highest quality and accuracyProvide support and identify all issues and prepare appropriate documentation all issues and solutionsAble to learn new technology, products and systems to be able to support them in a quality and timely manner.

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