JOB PURPOSE: 

The Application Analyst plays a key role in maintaining the performance, availability, and functionality of business applications. This role supports the deployment, configuration, and maintenance of software systems and works closely with vendors, internal teams, and end-users to ensure seamless application operations. The analyst is also responsible for troubleshooting incidents, enhancing user experience, and ensuring application compliance with business and technical requirements. This includes documenting procedures, running data extracts, managing environments, and driving continuous improvement initiatives.

RESPONSIBILITIES/DUTIES 

Application Administration & Support

• Administer and support enterprise applications by managing deployments, configurations, integrations, and version alignment.

• Conduct troubleshooting during user acceptance testing (UAT) and production support to ensure minimal downtime.

• Maintain application environments and manage code migrations across development, testing, and production environments.

• Execute database scripts and data extracts as per business needs.

• Monitor performance metrics and application health proactively, identifying and addressing performance bottlenecks.

User & Vendor Engagement

• Provide functional support to users, ensuring timely issue resolution and knowledge sharing.

• Deliver tailored training sessions and onboarding for internal users on key business systems.

• Liaise with software vendors to ensure technical compliance, manage escalation of issues, and propose enhancements.

• Consult with internal stakeholders to evaluate and improve application usability and business alignment.

Process Documentation & Continuous Improvement

• Document configurations, support procedures, version histories, and known issues in a structured knowledge base.

• Log, track, and analyze incidents and service requests using ITSM tools.

• Contribute to the improvement of internal support processes and standard operating procedures.

• Participate in application testing cycles and quality assurance activities.

Operational Responsibilities

• Respond swiftly to critical issues, including after-hours support when needed, to restore service availability.

• Maintain accurate and timely reporting to meet department standards and policy requirements.

• Support the implementation of safety and environmental compliance procedures related to IT operations.

• Perform any other related duties or assignments as directed by management.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Business Information Systems, or a related field (preferred).

• Technical certifications related to business applications, ERP, or databases are an advantage.

• Fluent in English and Arabic; French is a plus.

KNOWLEDGE:

• Strong understanding of enterprise application architecture and computing systems.

• Familiarity with ERP systems, business processes, and application lifecycle management.

• Proficiency in Microsoft Office tools, especially Excel.

• Competent in working with relational databases (SQL Server, Oracle, MySQL) and writing SQL queries.

• Exposure to application deployment, integration, and incident management.

EXPERIENCE:

• 0-2 years of experience in application support, analysis, or a related technical field.

• Experience in documenting procedures, preparing user manuals, and training materials.

• Previous exposure to corporate systems or environments is highly desirable.

DESIRED BEHAVIORS & EXPERIENCES

• Problem Solver: Able to analyze application issues critically and provide effective solutions.

• Customer-Oriented: Approaches user support with empathy, patience, and professionalism.

• Highly Organized: Excellent time management and multitasking skills, capable of handling concurrent issues or tasks.

• Self-Driven: Works independently with minimal supervision, taking ownership of assigned responsibilities.

• Collaborative: Values teamwork and communication, willing to share knowledge and assist peers.

• Detail-Oriented: Maintains accuracy in configurations, reports, and documentation.

• Flexible: Open to working outside standard hours when necessary for system updates or urgent issues.

• Continuous Learner: Eager to stay updated with new technologies, tools, and application management practices.