Senior Application Support Specialist

Role Overview and Key Responsibilities

The Senior Application Support Specialist at Transmed is responsible for providing production support for enterprise applications and actively contributing to application-related projects, including releases, upgrades, new implementations, user documentation, and training. This role ensures effective change management across internal, partner, and vendor-provided applications, guaranteeing quality assurance, testing, and impact analysis before deployment into the production environment.

• Deliver advanced application support to resolve operational and administrative business application requests.
• Perform technical second-level support, installation, maintenance, and evaluation of Transmed’s enterprise applications.
• Coordinate with diverse business units to implement and maintain enterprise systems and applications.
• Collaborate with IT teams to resolve issues and implement systems into the production environment.
• Research, recommend, and apply best practices for requests and issue resolutions linked to applications and systems.
• Develop and validate application support requirements, standard operating procedures, service level settings, escalation matrices, and incident management processes.
• Guide Transmed employees in utilizing application features to satisfy business objectives.
• Provide thorough consultation and troubleshooting services for enterprise applications.
• Use established IT methodologies to assess support requirements and produce relevant documentation.
• Create communication and change management plans to ensure smooth application delivery and support in production.
• Maintain close partnerships with application vendors to escalate and solve application problems effectively.
• Make corrective configuration changes after consultation with vendors and attend meetings regarding application performance and updates.
• Review application performance, produce configuration reports, analyze root causes, and recommend permanent solutions.
• Securely manage installation packages, updates, and enhancements.
• Estimate effort requirements for application deployment and maintenance, coordinating adherence to release, change management, and security protocols.
• Engage with customers, suppliers, and internal teams to identify solutions for business application challenges.
• Serve as a technical subject matter expert and resource for application support and implementations.
• Document progress and resolutions in service management tracking tools.
• Analyze incident trends to prevent recurrence by identifying root causes and implementing controls.
• Monitor application changes and upgrades to ensure compliance with business needs and security policies.
• Manage FAQ videos, knowledge bases, and support resources on the Transmed intranet to enhance self-service problem-solving.
• Ensure business applications and related processes are error-free, secure, and compliant with standards.
• Provide technical input on the future direction of enterprise applications and support best practices aligned with business benefits.
• Offer financial insights related to supported applications to assist in workload prioritization.
• Stay updated on application development, support trends, and procedural changes.
• Perform additional duties as assigned.

Qualifications and Competencies

• Bachelor’s degree in Computer Science, Information Systems Management, or a related technology field.
• 3 to 5+ years supporting enterprise applications, relational databases, scripting, software administration, and application support.
• Experience supporting applications within multi-site enterprises and matrix organizational structures.
• Strong familiarity with application development lifecycles and maintenance of enterprise systems.
• Proficient knowledge of Oracle and Microsoft application platforms, mobile enterprise applications on iOS and Android, Java/XML, and HTML.
• Excellent interpersonal skills to build relationships with internal users, external customers, and vendors.
• Strong written and verbal communication abilities for collaboration and documentation.
• Critical thinking, problem-solving, time management, planning, and organizational skills.
• Commitment to security and confidentiality of application systems per company policies.
• Capable of diagnosing enterprise application issues using appropriate tools effectively.
• Ability to research and apply technical application information to resolve problems.
• Growth-mindset focused on continual technical skill development and mastery of relevant technologies.
• Knowledge and communication of IT security technologies, policies, and procedures' business value.

Additional Details

• Preferred certifications: Microsoft, Oracle, Salesforce, ITIL, PMP.
• Proficiency in English is mandatory.
• Strong networking and interpersonal skills to interact broadly across business areas.
• Experience with FMCG business applications and understanding of related industry processes desirable.