PRIVASIA Technology Berhad Hiring! Full Time L2 Application Support Analyst in Selangor - Ricebowl

We are looking for an L2 Application Support Analyst to support Procurehere, our e-procurement platform. You will investigate application issues, resolve functional and configuration problems, and work with developers and other specialists to ensure timely resolution and clear communication.

Key Responsibilities

• Review issues escalated by first-level support, obtain missing information, and assess priority based on business impact.
• Reproduce issues and investigate application workflows, settings, user permissions and data discrepancies.
• Review application logs and use SQL scripting/ queries to verify transaction records, trace data discrepancies and investigate application issues.
• Coordinate with developers, Business Analysts, testers and project teams, and follow up on cases through to closure.
• Maintain accurate ticket records, provide progress updates, and monitor service-level commitments and aging cases.
• Verify fixes and workarounds, and support production verification following approved releases.
• Identify recurring issues, contribute to corrective actions, and maintain troubleshooting guides and knowledge-base articles.
• Follow access, confidentiality and change-control procedures when handling application and customer data.

Requirements

• Diploma or degree in Information Technology, Computer Science, Information Systems or a related field, or equivalent relevant experience.
• Preferably at least 3 years of application support experience with business applications or SaaS platforms.
• In-depth experience in incident investigation, triage and escalation, using ticket management tools such as Jira and diagnostic tools to identify causes and track issues through to resolution.
• Advanced SQL and database scripting skills, including complex queries, stored procedures and scripts for data validation and authorised data corrections, with a strong understanding of table relationships, transaction handling and data integrity.
• Ability to review application logs, troubleshoot web application issues and follow approved data correction procedures.
• Strong analytical skills and the ability to distinguish configuration issues, application defects and enhancement requests.
• Clear communication and documentation skills, with the ability to prioritise cases and follow through on resolution.