Location: Client Site / Remote (as applicable)
Department: Application Support & Maintenance
Reports To: Application Support Lead / Service Delivery Manager

Role Overview

The Application Support Specialist is responsible for providing Level 1 and Level 2 support, maintenance, and enhancements for enterprise applications used by clients. The role ensures that business-critical systems run smoothly, issues are resolved quickly, and application performance is optimized while maintaining compliance with client-specific processes and SLAs.

This position is particularly relevant for healthcare, manufacturing, and packaging domains where uptime, accuracy, and security are critical.

Key Responsibilities

• Application Monitoring & Maintenance

• Monitor application performance, availability, and integration points.
• Identify and resolve incidents, bugs, and performance bottlenecks.
• Perform regular health checks and system log reviews.
• Incident & Service Request Management

• Respond to and resolve application-related incidents within SLA timelines.
• Manage service requests, including user access provisioning, configuration changes, and data corrections.
• Document issues, resolutions, and knowledge articles in the ticketing system (ServiceNow, Jira, etc.).
• User Support & Training

• Provide functional support to end-users for day-to-day application usage.
• Guide users through application workflows and troubleshooting steps.
• Assist in onboarding and training new users.
• Configuration & Minor Enhancements

• Perform minor configuration updates and parameter changes as per business needs.
• Support release management and assist with testing during upgrades or patch deployments.
• Coordinate with development teams for bug fixes and enhancements.
• Compliance & Security

• Maintain data integrity and follow application security protocols.
• Ensure compliance with industry regulations (HIPAA for healthcare, ISO standards for manufacturing/packaging).
• Participate in periodic audits and provide necessary reports.
• Collaboration & Communication

• Work closely with client IT teams, business users, and vendor support teams.
• Escalate critical issues to L3/Development teams and follow through until resolution.
• Provide status updates and RCA (Root Cause Analysis) reports for major incidents.

Skills & Qualifications

Technical Skills

• Proficiency in supporting enterprise applications (ERP, CRM, HIS, MES, or custom-built apps).
• Familiarity with SQL for basic data queries and troubleshooting.
• Understanding of application servers, APIs, and integrations.
• Knowledge of cloud-hosted applications (Azure, AWS, SaaS platforms).

Domain Knowledge

• Healthcare: EMR/EHR systems, PACS, LIS, HIS workflows.
• Manufacturing/Packaging: MES, ERP, shop-floor integration systems.

Soft Skills

• Strong analytical and problem-solving skills.
• Good written and verbal communication.
• Ability to work in high-pressure, SLA-driven environments.

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 2–5 years of experience in application support.
• Certifications in ITIL Foundation or relevant domain applications preferred.