About the Job:
The Senior Specialist in P&T Applications Support plays a pivotal role in providing day-to-day application support for business and operational systems at the company. The primary responsibilities include logging, analyzing, troubleshooting, and resolving user issues in line with agreed priorities and service levels while coordinating with business users, internal IT teams, and vendors to ensure stable application availability and timely incident resolution.
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Key Responsibilities:
- Provide first and second level support for business applications, portals, integrations, and related operational systems.
- Attend to user complaints and service requests through approved support channels and ticketing processes.
- Understand reported issues, reproduce problems where required, and assess business impact and urgency.
- Prioritize incidents based on operational impact, service level agreements (SLA), and business criticality.
- Troubleshoot application issues by reviewing user inputs, system behavior, logs, reports, transactions, and integration status.
- Coordinate with developers, infrastructure teams, database administrators, and vendors for issue resolution and root cause analysis.
- Support application access management by coordinating user creation, role changes, and access reviews as per approved procedures.
- Train and guide users on correct application usage and support processes when required.
- Identify recurring issues and recommend process, system, or control improvements to reduce incidents and manual workarounds.
- Ensure proper documentation of incidents, resolutions, workarounds, and lessons learned in the support knowledge base.
- Maintain confidentiality, data integrity, and compliance with IT security policies and company procedures.
- Responsible for safety and discipline in the work area.
Qualifications and Experience:
- Mandatory: Bachelor's degree in Computer Science, Information Technology, Business Information Systems, or related field.
- Diligent, quick learner, customer-focused, and willing to work extra hours or shifts during operational emergencies.
- Minimum 2 to 3 years of experience in application support, IT support, systems support, or a similar role.
- Knowledge of port terminal operations, TOS, or logistics applications will be an advantage.
- Strong analytical and problem-solving skills with the ability to understand business processes and system behavior.
- Good communication skills with the ability to interact professionally with users, stakeholders, vendors, and technical teams.
Location:
Jeddah, Makkah, Saudi Arabia
Work Conditions:
On-site, Full-time
Language Requirements:
Proficiency in English is preferred.
