Business Support Specialist (Enterprise Applications)

DUTIES AND RESPONSIBILITIES:

Incident Management & User Support

·       Serve as the first and second line of support for enterprise applications (SAP, Ivanti, CRM, etc.).

·       Receive, log, and prioritize incidents and service requests via the ITSM platform.

·       Diagnose and resolve functional and technical issues raised by end users.

·       Escalate unresolved or complex issues to L3 teams or external vendors with proper documentation.

2. System Monitoring & Maintenance

·       Monitor application performance, error logs, and integration points to identify and resolve issues proactively.

·       Support routine maintenance activities such as user access reviews, configuration checks, and patch application coordination.

·       Verify data integrity and system synchronization across integrated modules and applications.

3. Knowledge Management & Documentation

·       Maintain up-to-date documentation for common issues, resolutions, and support procedures.

·       Create and update knowledge base articles and user guides.

·       Provide basic end-user training or refresher sessions when needed.

4. Coordination & Escalation

·       Collaborate with internal IT, infrastructure, and development teams for root-cause analysis and permanent fixes.

·       Work closely with vendors or implementation partners during escalations or planned upgrades.

·       Participate in testing activities during system updates or change requests.

5. Continuous Improvement

·       Identify recurring issues and recommend process improvements or system enhancements.

·       Assist in implementing automation and monitoring tools to improve service efficiency.

·       Contribute feedback to improve ITSM workflows, SLAs, and escalation matrices.

QUALIFICATIONS:

A.   Technical Skills:

·       Basic understanding of SQL queries and data analysis.

·       Knowledge of ITIL principles and incident/change management.

·       Familiarity with integrations, APIs, and enterprise authentication

(SSO, Azure AD, MFA).

B.   Soft Skills:

·       Strong problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex functional issues.

·       Excellent communication and documentation skills.

·       Ability to work independently, manage tasks, and prioritize effectively in a fast-paced environment.

·       Customer-centric mindset with a proactive attitude.

C.    Minimum Experience/Training

·       Minimum 3 years of experience in supporting enterprise applications and handling ticketing tools.

D.    Competency

·       Ability to conduct end-user training and documentation.

·       Knowledge of ITIL or other service management frameworks.

·       Experience in an agile or DevOps environment is a plus.

·       Experience supporting multinational organizations or multi-plant environments.