SENIOR SPECIALIST - P&T APPLICATIONS SUPPORT

Position Overview

We are seeking a highly skilled and experienced Senior Specialist - P&T Applications Support to join our dynamic team in Jeddah. This critical role is responsible for providing expert-level support for business and operational systems utilized by DPW Jeddah, ensuring seamless functionality, minimal downtime, and continuous improvement. The ideal candidate will serve as the primary point of contact for user issues, troubleshoot complex technical problems, and collaborate with internal and external stakeholders to deliver timely resolutions. This position demands a proactive approach, strong analytical abilities, and a commitment to maintaining high service standards in a fast-paced environment.

Key Responsibilities

The Senior Specialist - P&T Applications Support will play a pivotal role in maintaining the stability and efficiency of our application ecosystem. The core responsibilities include:

• First and Second-Level Application Support: Provide expert-level troubleshooting and resolution for business applications, portals, integrations, and operational systems. Address user complaints and service requests through established support channels and ticketing systems.
• Incident Management and Prioritization: Evaluate reported issues, reproduce problems where necessary, and assess their business impact and urgency. Prioritize incidents based on operational significance, service level agreements (SLAs), and criticality to business operations.
• Root Cause Analysis and Coordination: Conduct in-depth troubleshooting by analyzing user inputs, system behavior, logs, reports, transactions, and integration status. Collaborate with developers, infrastructure teams, database administrators, and external vendors to resolve issues and perform comprehensive root cause analysis.
• Access Management and User Support: Facilitate application access management by coordinating user creation, role modifications, and access reviews in accordance with approved procedures. Provide training and guidance to users on proper application usage and support processes to enhance operational efficiency.
• Process Improvement and Documentation: Identify recurring issues and recommend enhancements to processes, systems, or controls to reduce incidents and eliminate manual workarounds. Maintain accurate documentation of incidents, resolutions, workarounds, and lessons learned in the support knowledge base to foster continuous learning and improvement.
• Compliance and Security: Uphold confidentiality, data integrity, and compliance with IT security policies and company procedures. Ensure adherence to safety protocols and maintain discipline in the work environment.

Qualifications and Experience

To excel in this role, candidates must meet the following qualifications and possess relevant experience:

• Educational Background: Bachelor’s degree in Computer Science, Information Technology, Business Information Systems, or a related field is mandatory.
• Professional Experience: Minimum of 2 to 3 years of hands-on experience in application support, IT support, systems support, or a similar technical role.
• Technical and Analytical Skills: Strong analytical and problem-solving abilities, with the capacity to understand complex business processes and system behaviors. Proficiency in troubleshooting application-related issues is essential.
• Industry Knowledge: Familiarity with port terminal operations, Terminal Operating Systems (TOS), or logistics applications is considered a significant advantage.
• Soft Skills: Excellent communication skills, enabling effective interaction with users, stakeholders, vendors, and technical teams. The ability to work under pressure, adapt to changing priorities, and demonstrate a customer-focused mindset is crucial.
• Work Ethic: Demonstrated diligence, quick learning ability, and willingness to work extended hours or shifts during operational emergencies to ensure business continuity.

Why Join Us?

As a valued member of our team, you will have the opportunity to contribute to the success of DPW Jeddah by ensuring the reliability and performance of critical business applications. This role offers a platform to develop your technical expertise, collaborate with industry professionals, and make a tangible impact on operational excellence. If you are passionate about application support, thrive in a collaborative environment, and are committed to delivering exceptional service, we encourage you to apply for this exciting opportunity.