Application Support Specialist

About the Role

We are looking for a proactive and customer-oriented Application Support Specialist to join our Digital Solutions team. You will be responsible for ensuring the availability, stability, and performance of our business-critical applications, including CRM, SRM, web applications, integrations, and reporting platforms. You will work closely with business users, developers, infrastructure teams, and external partners to investigate incidents, resolve production issues, and continuously improve application quality.

Key Responsibilities

Application Support

• Provide Level 1 and Level 2 functional and technical support for enterprise business applications.
• Manage incidents, service requests, and production issues while respecting SLA commitments.
• Troubleshoot application issues and identify root causes.
• Reproduce reported defects and coordinate with development teams for permanent fixes.
• Monitor application health and proactively identify potential issues.

Incident Management

• Analyze production incidents and prioritize according to business impact.
• Perform first-level diagnosis before escalating to development teams.
• Coordinate issue resolution with Infrastructure, Database, BI and ERP.
• Participate in major incident management during critical business periods.

Data & Database Support

• Execute SQL queries for:
• data validation
• troubleshooting
• data correction
• reporting analysis
• Support database investigations and performance analysis.
• Assist with data integrity checks.

Business Support

• Support end-users by understanding business processes and providing functional assistance.
• Assist users during application deployment and post-production support.
• Train users when required.
• Produce user guides and knowledge base articles.

Integration Support

Support integrations between:

• CRM
• ERP
• BI platforms
• Omni chanel platforms
• REST/SOAP Web Services
• Other internal applications

Continuous Improvement

• Participate in Root Cause Analysis (RCA).
• Propose improvements to reduce recurring incidents.
• Contribute to application stability and operational excellence.
• Maintain technical documentation and operational procedures.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering or equivalent.

Experience

• 3–5 years of experience in Application Support or Enterprise Application Support.
• Experience supporting business-critical applications.
• Experience working in production support environments.
• Experience with ITSM or ticketing platforms.

Experience with CRM platforms is highly appreciated.

Technical Skills

Required

• Microsoft SQL Server
• T-SQL
• Stored Procedures
• Query optimization
• SQL data analysis
• REST APIs
• SOAP Web Services
• HTML
• CSS
• JavaScript
• Incident Management
• Problem Management
• Ticketing tools
• Microsoft Office

Nice to Have

• CRM platforms (Selligent preferred)
• SRM solutions
• SAP integrations
• ETL processes
• BI tools (Power BI, Cognos)
• IIS / Web Servers
• Git
• Azure DevOps
• API testing tools (Postman)
• Monitoring tools

Soft Skills

• Strong analytical and problem-solving abilities
• Customer-focused mindset
• Excellent communication skills
• Strong organizational skills
• Ability to manage multiple priorities
• Ability to work under pressure
• Team player
• Fast learner
• Autonomous and proactive
• Continuous improvement mindset

Languages

Mandatory

• Fluent English (written and spoken)

Preferred

• French is a plus