Aprio Colombia - Business Application Specialist

Position Responsibiltiies

• Provide frontline support for software applications, diagnosing and resolving technical issues reported by end-users.
• Track and manage incidents using a ticketing system, ensuring timely resolution and communication with stakeholders.
• Monitor application performance and system health, proactively identifying potential issues and addressing them before they impact users.
• Create and maintain detailed documentation for application configurations, standard operating procedures, and troubleshooting guides.
• Develop and deliver training sessions for end-users to help them effectively use applications and understand any new features or updates.
• Work closely with development teams, system administrators, and other IT professionals to ensure seamless integration and operation of applications.
• Assist with application upgrades, patches, and regular maintenance tasks to ensure optimal performance and security.
• Perform root cause analysis for recurring issues and implement long-term solutions to prevent future occurrences.
• Conduct testing of new applications, features, and updates to ensure they meet quality standards and user requirements.
• Generate and analyze reports on application performance, usage, and incident trends to provide insights and recommendations for improvements.

Skills and Qualifications:

• Strong knowledge of software applications, operating systems, and account management.
• Excellent analytical and troubleshooting abilities to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills to effectively interact with end-users, team members, and stakeholders.
• A commitment to providing exceptional support and service to end-users, with a focus on understanding and addressing their needs.
• Meticulous attention to detail to ensure accuracy in documentation, reporting, and problem resolution.
• Ability to manage multiple tasks and priorities in a fast-paced environment, ensuring timely resolution of issues.
• A team player who can work collaboratively with colleagues across different functions to achieve common goals.
• Flexibility to adapt to changing technologies, processes, and business requirements.

Educational Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications in application support or IT service management (e.g., ITIL) are advantageous.

Experience Requirements:

• At least 2-3 years of experience in an application support or technical support role.
• Experience with enterprise software applications and ticketing systems.
• Familiarity with IT service management frameworks and best practices.
• Work Environment
• Works closely with IT teams, security professionals, and other stakeholders.
• The role may require occasional after-hours or weekend work to address updates / system maintenance, troubleshooting, or critical issues.