Senior Specialist - Asset Application Support

Job Overview

The Senior Specialist - Asset Application Support role demands practical, expert-level technical expertise in managing and resolving complex Level 2 incidents and service requests pertaining to asset applications within Qiddiya. This position requires comprehensive understanding of systems including ticketing, point-of-sale (POS), leasing, and park management applications. The role contributes significantly to improving operational efficiency through documentation, training, and ongoing enhancement initiatives.

Key Responsibilities

• Deliver advanced Level 2 support for asset-related applications by promptly resolving incidents and handling service requests.
• Conduct thorough analysis of repeat problems, assisting in root cause investigation to implement permanent solutions.
• Develop and maintain precise records of support processes and problem resolutions.
• Work collaboratively with Level 0 and Level 1 teams to enhance first-contact resolutions by providing training and sharing expertise.
• Participate actively in testing phases for application updates and system improvements.
• Escalate unresolved technical issues to management when necessary.
• Coordinate with external vendors for specialized support requirements.
• Engage with business users to identify operational difficulties and deliver effective technical solutions.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a closely related discipline.
• Minimum of three years’ experience in IT application support focused on asset management systems.
• Strong grasp of application architecture and system integrations relevant to asset applications.
• Proficiency in incident management and problem troubleshooting methodologies.