Application Analyst

Job Purpose

The Applications Analyst is responsible for supporting, maintaining, and enhancing business applications to ensure they effectively meet operational and business requirements.

The role works closely with business users, IT teams, vendors, and other stakeholders to analyse requirements, troubleshoot application issues, coordinate system enhancements and implementations, and drive continuous improvement of business processes and applications.

The Applications Analyst will also help ensure that applications are reliable, secure, properly documented, and supported throughout their lifecycle.

Key Responsibilities

1. Application Support & Maintenance

• Provide day-to-day functional and application support for assigned business systems.
• Investigate, troubleshoot, and resolve application incidents and user-reported issues.
• Coordinate with software vendors and internal technical teams for issues requiring escalation.
• Monitor recurring application problems and recommend permanent corrective actions.
• Support application upgrades, patches, configuration changes, and maintenance activities.
• Maintain appropriate application configuration, user documentation, and support procedures.
• Assist with user access and application-related security administration in accordance with company policies.

2. Business Requirements & Analysis

• Engage business users to understand operational requirements, challenges, and improvement opportunities.
• Gather, analyse, document, and validate business and functional requirements.
• Translate business requirements into clear functional specifications for internal technical teams or external vendors.
• Conduct process analysis and recommend improvements through system enhancements, automation, or process redesign.
• Evaluate proposed application solutions against business requirements and operational needs.

3. System Enhancement & Project Implementation

• Coordinate application enhancements and implementation projects from requirements gathering through deployment.
• Work with users, vendors, developers, infrastructure teams, and other stakeholders throughout the project lifecycle.
• Prepare functional specifications, workflows, test scenarios, and implementation documentation.
• Coordinate and conduct System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Track defects, enhancement requests, project actions, and deliverables.
• Support data migration, system cutover, go-live, and post-implementation activities.
• Ensure changes are implemented according to established IT change-management procedures.

4. Vendor Management

• Liaise with application vendors and service providers on support cases, enhancements, upgrades, and project activities.
• Monitor vendor issue resolution and ensure agreed service levels are met.
• Review proposed solutions, effort estimates, and implementation approaches from vendors.
• Escalate critical application issues where necessary and follow through until satisfactory resolution.

5. Documentation & Governance

• Maintain application documentation, including:
• Functional specifications
• Application configurations
• Standard Operating Procedures (SOPs)
• User guides
• Process flows
• Test scripts and results
• Known issues and resolutions
• Application inventory and dependencies
• Support IT governance, audit, cybersecurity, compliance, and business continuity requirements relating to assigned applications.
• Ensure appropriate controls are followed for system access, application changes, and production deployments.

6. Continuous Improvement

• Identify opportunities to improve business processes and user experience through technology.
• Recommend automation, integration, workflow, and application improvements.
• Analyse recurring incidents and user feedback to identify underlying system or process improvements.
• Keep abreast of relevant technologies and application capabilities that may benefit the organisation.

Requirements

Education

• Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Information Systems, or a related discipline.

Experience

• 2–5 years of relevant experience in application support, business systems analysis, IT application implementation, or a similar role.
• Experience supporting enterprise or business-critical applications is preferred.
• Experience working with third-party application vendors is advantageous.
• Fresh graduates are welcome to apply
• Technical & Functional Skills
• Candidates should have experience or working knowledge in several of the following areas:
• Business and functional requirements gathering
• Application support and troubleshooting
• Business process analysis
• SQL and database concepts
• Application integration and interfaces/APIs
• System testing, SIT and UAT
• Incident, problem, and change management
• Application implementation and upgrades
• Data analysis and reconciliation
• Technical and functional documentation
• IT service management practices
• Basic understanding of application security and access controls

Experience with ERP, CRM, HRMS, finance, supply-chain, workflow, reporting/BI, Microsoft 365, Power Platform, or other enterprise applications would be an advantage, depending on the organisation's application landscape.

Competencies

The ideal candidate should demonstrate:

• Strong analytical and problem-solving abilities
• Good communication and stakeholder-management skills
• Ability to understand both business processes and technology
• Strong attention to detail
• Structured and methodical approach to troubleshooting
• Ability to manage multiple incidents, enhancements, and projects concurrently
• Good documentation skills
• Ability to work independently while collaborating effectively within a team
• Strong customer and service orientation
• Willingness to learn new applications and technologies