Application Support – Operations Technology

6 days ago

San Juan, Philippines Sourcefit Full time

Overview The Application Support – Operations Technology role is responsible for ensuring the stability, configuration, and continuous improvement of operational applications, with a primary focus on the Mozart platform. This position works closely with site stakeholders, end users, and technical teams to support, configure, and optimize applications critical to operational performance. The role ensures consistent application functionality across multiple locations and delivers high-quality end-user support to enhance productivity and system reliability. Job Details Work from HomeMonday to Friday | 8 AM to 5 PM Sydney Time*Following AU Holidays Key Responsibilities Application Support Liaise with stakeholders to understand functional and operational requirements, configuring and maintaining Mozart custom fields, task templates, and incident forms to meet site-specific needs. Assign and manage application configurations across multiple locations to ensure consistency, accuracy, and data integrity. Monitor application performance, proactively identify issues, and escalation technical matters to higher‑level support or vendors where necessary. Provide clear and timely updates to users and stakeholders on issue resolution progress, ensuring a positive customer service experience. Maintain comprehensive documentation of all configurations, changes, and updates in accordance with established change management and quality assurance processes. Helpdesk and User Support Provide Level 1 and Level 2 support for Mozart , addressing user enquiries and troubleshooting both functional and technical issues. Accurately log all support activities, incidents, and resolutions in JIRA or the designated ticketing system. Escalate unresolved issues to developers, vendors, or system administrators following defined escalation workflows. Maintain strong communication with end users, ensuring issues are clearly understood, resolved, and documented. Continuous Improvement Develop and maintain user guides, FAQs, and quick‑reference materials for end users and internal support teams. Contribute to the continuous improvement of Mozart support processes, configurations, and workflows. Identify recurring issues and recommend improvements to reduce incident frequency and enhance user experience. Assist with testing and validation of new features, upgrades, and enhancements prior to release. Qualifications Essential Demonstrated experience in an IT support role within an operational, field services, or technology‑driven environment. Hands‑on experience supporting mobile or web‑based applications, including user administration and configuration. Strong analytical and problem‑solving skills, with a structured approach to resolving technical issues. Excellent written and verbal communication skills with a customer‑focused mindset. Proficiency in using JIRA or similar ticketing and workflow management tools. Ability to work both independently and collaboratively in a cross‑functional team environment. Strong organisational skills with the ability to manage multiple priorities in a fast‑paced operational context. Desirable Experience in application configuration or form design (e.g., creating task templates, custom fields, or workflows). Familiarity with integrated operational platforms and mobile device management (MDM) systems. Exposure to API‑driven systems or a basic understanding of integrations between operational applications. Experience developing support documentation, training materials, or end‑user resources. #J-18808-Ljbffr

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