Business Application Support Senior Specialist

Job Purpose

As a Business Application Support Senior Specialist, you will serve as a pivotal technical resource, delivering expert-level support and troubleshooting for the organization’s critical business applications. Your primary responsibility is to ensure the seamless operation, optimal performance, and high availability of these systems, working in close collaboration with IT operations, application owners, and end-users. This role is instrumental in identifying and resolving complex issues, implementing enhancements, and aligning business applications with evolving organizational needs to drive operational excellence.

Key Responsibilities

Primary Support & Troubleshooting

You will act as the primary point of contact for end-users, providing prompt and effective support to address technical challenges, troubleshoot issues, and deliver sustainable solutions. Your expertise will be critical in diagnosing complex incidents, identifying root causes, and implementing corrective actions to minimize downtime and maintain continuous system availability.

Identity & Access Management

Collaborate with the infrastructure team to manage user access, directory synchronization, and role mapping across integrated platforms such as SAP SuccessFactors and Azure Active Directory. Ensure secure and efficient user provisioning, deprovisioning, and access control in alignment with organizational policies and compliance requirements.

Requirements Analysis & Enhancements

Partner with application owners, business analysts, and development teams to gather and translate evolving business requirements into actionable technical specifications. Lead the implementation of upgrades, patches, and system enhancements to improve functionality, usability, and performance. Your contributions will directly support the organization’s strategic objectives and operational efficiency.

Documentation & Knowledge Management

Develop, maintain, and update comprehensive documentation, including application architecture, configuration details, operational procedures, user guides, and troubleshooting guides. Ensure that knowledge is accurately documented and readily accessible to support teams and end-users, fostering self-service capabilities and reducing resolution times.

Performance Monitoring & Optimization

Proactively monitor application performance, usage trends, and system health to identify opportunities for optimization. Implement performance tuning strategies, capacity planning, and scalability improvements to enhance system reliability and user experience. Your insights will drive data-informed decisions to support long-term application stability.

Training & Change Management

Support end-user training initiatives, system adoption programs, and change management efforts to ensure smooth transitions during upgrades or new deployments. Facilitate workshops, create training materials, and provide guidance to empower users with the knowledge and skills required to leverage business applications effectively.

System Upgrades & Migrations

Participate in the planning, testing, execution, and post-implementation review of system upgrades, migrations, and integrations. Ensure that all changes are executed with minimal disruption to business operations, adhering to best practices in change management and IT governance.

Integration & API Management

Manage, monitor, and support enterprise-level application integrations and APIs to ensure seamless data flow and interoperability across systems. Troubleshoot integration issues, validate data integrity, and collaborate with development teams to enhance integration frameworks and protocols.

Collaboration & Reporting

Work closely with IT operations, development teams, and business stakeholders to align technical solutions with business needs. Provide regular updates and detailed reports to the Business Solutions Manager and other key stakeholders on system performance, support activities, and strategic initiatives.

Job Requirements

Qualifications & Experience

• Bachelor’s degree in Information Systems, Information Technology, Computer Science, or a related field.
• Minimum of 4 years of relevant experience in enterprise business application support, digital platform management, or a closely related role.
• Proven expertise in supporting and administering critical business applications, including Oracle Primavera, SAP, OutSystems, Sayen, and SharePoint.
• Strong proficiency in database management, data modeling, and data integration principles.
• Experience with OutSystems or other low/no-code platforms, including development, enhancement, and maintenance.
• Familiarity with the Software Development Life Cycle (SDLC) and collaboration with development teams.
• Hands-on experience with project management and collaboration tools such as Jira, Confluence, and the MS Office Suite.
• Expertise in troubleshooting, analytical problem-solving, and root cause analysis.
• Strong knowledge of data migration and conversion strategies.
• Experience in managing enterprise application integrations and API management.

Soft Skills & Competencies

• Action-oriented with a proactive approach to identifying and resolving issues before they escalate.
• Strong planning and alignment capabilities, with the ability to prioritize tasks and manage multiple projects effectively.
• Highly collaborative, with excellent communication skills to engage with stakeholders at all levels.
• Commitment to continuous learning and staying current with industry trends and technological advancements.