Mission
JOB PURPOSE
The Application Support Specialist ensures the optimal performance, administration, and continuous improvement of enterprise software applications across the organization. Operating within the Business Applications directorate, this role bridges technical teams and end-users to maintain high data accuracy and seamless service delivery.
Profile
RESPONSIBILITIES/DUTIES
Application Administration & Maintenance
• Administer and configure business-critical applications, executing deployments, system upgrades, and routine patching.
• Monitor application availability and performance metrics, proactively identifying and resolving system bottlenecks.
• Manage multi-tier environments (development, test, production) through structured code migrations and configuration adjustments.
User Support & Incident Management
• Provide first- and second-line technical support to end-users, ensuring rapid issue resolution and clear communication.
• Coordinate with external software vendors and internal IT teams to resolve complex incidents and track service requests via ITSM tools.
• Deliver structured onboarding, training, and functional guidance to internal users on core enterprise systems.
Quality Assurance & Documentation
• Execute rigorous database queries, scripts, and data extracts to support operational requirements.
• Maintain comprehensive documentation including system configurations, change logs, and release notes.
• Participate in UAT cycles, data validation, and QA testing protocols to ensure system reliability.
Safety Responsibilities:
• Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as required within the job role.
• Comply with the requirements of RDMC RQHSE Policy and Safety Management System.
• Be mindful that Safety, Security, and Environmental protection are everyone’s responsibility. All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.
ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
QUALIFICATIONS:
• Bachelor’s degree in Computer Science, Information Systems, Data Engineering, or a related technical field.
• Certifications in ERP systems, databases, or IT service management (e.g., ITIL, SQL, Oracle) are strongly preferred.
• Professional fluency in English and Arabic; French language proficiency is an advantage.
KNOWLEDGE:
• Solid understanding of enterprise application architecture and business process automation.
• Familiarity with ERP platforms, business workflows, and system integration concepts.
• Competency in Microsoft Office Suite, especially Excel for reporting and data handling.
• Working knowledge of relational databases (SQL Server, Oracle, or MySQL) and basic query writing.
• Understanding of software deployment, version control, and incident lifecycle management.
EXPERIENCE:
• 0-3 years of experience in application support, functional analysis, or technical operations within enterprise environments.
DESIRED BEHAVIORS
• Accountability: Demonstrates ownership of assigned tasks and follows through on commitments without constant supervision.
• Customer Orientation: Approaches user requests with professionalism, patience, and a service-minded attitude.
• Communication: Communicates clearly, concisely, and respectfully with colleagues, managers, and stakeholders.
• Collaboration: Works effectively within a team, supports peers, and contributes to a positive team culture.
• Time Management: Prioritizes tasks, manages time efficiently, and meets deadlines even when under pressure.
• Adaptability: Remains flexible and positive when facing change, shifting priorities, or unexpected challenges.
• Attention to Detail: Pays close attention to accuracy and consistency in all aspects of work, including documentation and reporting.
• Continuous Learning: Demonstrates a willingness to learn, grow, and improve professionally through feedback and self-development.
• Initiative: Proactively identifies opportunities to improve workflows and takes action without needing to be asked.
• Integrity: Acts with honesty, fairness, and ethical awareness in all workplace interactions and decisions.