Application Support Analyst at Shell Petroleum Development Company

The focus of the Application Support Analyst is to ensure the smooth operation, maintenance, and continuous improvement of business-critical applications. This role involves providing technical support, resolving application-related issues, and collaborating with stakeholders to enhance system performance and user experience. The analyst will also contribute to system upgrades, documentation, and user training across SCiN.

What you’ll be doing

• Provide day-to-day support for business applications, ensuring timely resolution of incidents and service requests.
• Monitor application performance and proactively identify areas for improvement or potential issues.
• Collaborate with business users to understand functional requirements and translate them into technical solutions or enhancements.
• Work closely with development and infrastructure teams to troubleshoot and resolve application issues.
• Maintain application documentation including configuration, support procedures, and known issues.
• Support application upgrades, patching, and testing activities.
• Ensure compliance with Shell’s IT security and data integrity standards.
• Facilitate user training and onboarding for new or updated applications.
• Participate in Agile ceremonies and contribute to continuous improvement initiatives within the support function.

What you bring

• Bachelor’s degree in Computer Science, Engineering, or a related field
• Minimum 5 years of experience in application support or IT operations.
• Strong understanding of ITIL processes and service management best practices.
• Experience supporting enterprise applications (e.g., Power Platform, SharePoint, Primavera, PI would be added advantage).
• Proficiency in troubleshooting, root cause analysis, and incident management.
• Familiarity with scripting or automation tools (e.g., PowerShell, Python) is a plus.
• Excellent communication and interpersonal skills for stakeholder engagement.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong documentation and analytical skills.
• Experience in Agile and DevOps environments is an advantage.