Job Summary:

The Application Support Analyst will serve as a critical liaison between the IT department and business units within KBCL. This role encompasses supporting software applications, analyzing data to derive insights, and creating reports and dashboards using Microsoft Power BI, Excel or other tools to enhance operational efficiency across all departments.

Key Responsibilities:

Application Support

o   Develop competence in the company’s business applications

o   Provide technical or operational support KBCL’s applications, troubleshooting issues, and ensuring seamless functionality across departments.

o   Collaborate with IT teams within the company or across the Group to implement application updates and improvements based on user feedback or operational needs.

Data Analysis

o   Collect, clean, and analyze data from various sources or applications, focusing on identifying trends and to inform business decisions.

Reporting and Visualization

o   Develop and maintain Excel, pivot tables or other reports to summarize and visualize key metrics for reporting purposes.

o   Design visualizations that effectively communicate performance indicators and operational metrics, facilitating data-driven decision-making.

Collaboration

o  Work closely with cross-functional teams, including Finance, HR, Sales, Marketing, and Plant Operations, to gather requirements and provide analytical support for process improvements.

o  Assist in the development of data collection systems and methodologies to enhance data quality and efficiency.

Performance Monitoring:

o   Monitor and analyze key performance metrics based on applications data and performance

o   Conduct regular reviews of application performance and data integrity, identifying functional gaps or opportunities, and recommending enhancements as needed.

Documentation and Training

o    Maintain comprehensive documentation of application processes, data analysis methods, and reporting tools.

o    Train users on application functionalities, reporting tools, and best practices for data collection and analysis to ensure effective utilization.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)

• 2–5 years of experience in application support or production support roles

• Strong troubleshooting and analytical skills

• Experience with SQL for querying and data analysis

• Familiarity with ticketing systems

• Understanding of SDLC, ITIL, and incident/problem management processes

• Excellent communication and stakeholder management skills

Soft Skills

• Strong problem-solving mindset

• Ability to work under pressure and manage multiple priorities

• Customer-focused approach

• Team-oriented with a proactive attitude