Application Management Analyst

The Application Management Analyst is responsible for ensuring the smooth operation, support, and continuous improvement of the company’s business applications. This includes both commercial off-the-shelf (COTS) solutions and custom-built systems developed by in-house application developers. The role involves monitoring performance, coordinating with stakeholders, and ensuring application usage aligns with company standards and goals.

Key Responsibilities :

1. Application Management & Operations

Oversee operations of key business software (internal portal, document management system and other custom—built systems developed in-house).

Serve as first-level support for users, resolving common issues and escalating technical problems to relevant teams.

Monitor application performance, availability, and reliability, ensuring minimal downtime. Coordinate patch management and upgrades.

Management and configuration of application user roles, permissions, and security settings.

Maintain system documentation, user manuals and SOPs.

2. Collaboration Platform User Management

Monitor platform usage and performance, ensuring efficient configuration and resource utilization.

Ensure compliance with data governance, backups, retention policies, and access control standards.

3. System Analysis & Design

Collaborate closely with the reporting manager to identify business needs, pain points, and strategic priorities that require system enhancement or new solution implementation.

Gather and document functional requirements from stakeholders through interviews, workshops, and observation.

Analyse existing business workflows, identify inefficiencies, and propose improvements that align with departmental goals and broader organizational objectives.

Evaluate potential solutions by coordinating proof‑of‑concept (POC) activities, software demonstrations, and pilot runs.

Plan and execute user acceptance testing (UAT), ensuring alignment with user expectations, system specifications, and business objectives.

4. Process & Compliance

Track and manage software project deadlines.

Assign and monitor tasks to application developers based on skillsets, availability, and project urgency.

Enforce compliance of software development SOPs.

Required Skills & Experience :

Experience

Minimum 5 years of hands‑on experience in managing and supporting business‑critical applications and platforms.

Proven track record in system administration, configuration, and first‑level troubleshooting across internal portals, cloud‑based systems, and custom‑built apps.

Familiarity with collaboration platforms (e.g., Google Workspace or Microsoft 365), with focus on monitoring, governance, and performance optimization.

Experience conducting system analysis, documenting business requirements, and supporting the implementation of new systems.

Technical Skills

Basic SQL knowledge for data extraction, validation and report generation.

Competent in coordinating and conducting user acceptance testing (UAT), patch management, and performance monitoring.

Skilled in using ITSM tools such as Jira, ServiceNow, or ManageEngine for issue tracking and resolution.

Analytical & Process Improvement

Strong skills in business process analysis and workflow optimization.

Ability to identify pain points in current systems and propose actionable improvements aligned with strategic goals.

Experienced in conducting proof‑of‑concepts (POCs), vendor evaluations, and pilot testing of new tools or enhancements.

Soft Skills

Strong analytical mindset with the ability to anticipate system issues, identify process gaps, and proactively recommend improvements.

Effective communicator with technical and non‑technical users.

Adaptable and responsive to evolving business needs, new tools, and process changes.

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