Application Support Specialist

Job Title: IT Business Analysis Expert

Department: Digital Solutions

Reports To: Solutions Support and Delivery Manager

Location: Mumbai

Employment Type: Full-Time

Job description:

Summary

The IT Business Analysis Expert is responsible for supporting and driving the evolution of

Maritime ERP applications across the organization. This role includes providing day-to-day

technical support, managing and resolving incidents, analysing application issues, and

collaborating closely with business stakeholders to capture requirements and translate

them into actionable enhancements for the system.

Your main responsibilities include but not limited to:

Application Support

• Provide level 1 technical support for day-to-day application queries and issues

• Monitor, manage and solve application problems via the dedicated incident

management tool (ServiceNOW) within the OLA.

• Document issues, observations and outcomes accurately to escalate issues as

required in vendors incident management tool (JIRA) and to ensure the resolution

within the SLA.

• Maintain and create documentation for technical troubleshooting and best

practices.

• Maintain understanding of company business processes.

Product Management

• Identify, capture and translate business requirements for technical discussion.

• Prioritise business needs with Business Stakeholders on the release of

functionalities.

• Document the feedback, suggestions and business requirements via the dedicated

change management tool.

• Monitor product development to ensure consistency against business

requirements.

• Perform functional test on product and coordinate User Acceptance Test with

business users.

Minimum Requirements:

• Degree in IT or a related field.
• Minimum 3 years of IT Application Support experience.
• Experience supporting ERP applications.
• Hands-on application troubleshooting experience.
• Experience handling incidents and service requests.
• Experience using ServiceNow, Jira, or other ticketing tools.
• Understanding of SLA/OLA tracking and incident escalation.
• Experience coordinating with software vendors.
• Experience supporting end users and resolving application queries.
• Preferred: Maritime ERP / PAL experience.
• Preferred: ITIL knowledge or certification.
• • Fluent in English (written and spoken).

Key Skills & Personal Attributes:

• Strong analytical and problem-solving skills.

• Goal-oriented and self-motivated with a proactive mindset.

• Ability to multi-task and manage priorities effectively.

• Strong organizational skills and attention to detail.

• Ability to work independently as well as collaboratively within a team.

• Skilled at identifying root causes of application issues and implementing solutions