Application Specialist

Application Specialist
Miles Heritage

Job Description Summary:
Responsible for support and operations of application services (2ndLevel Support) and supporting the application maintenance. The Application Support Specialist delivers the service for the IT service department ensuring the smooth operation of all applications. The tasks are typically investigation and resolution of issues and may also include performance monitoring and configuration of software parameters. The Application Support Specialist works closely together with the Support, Development and Deployment teams.


  • Carries out agreed applications maintenance tasks
  • "Go Live" support after introduction of new solutions
  • Supporting the processing of service requests
  • Configuration of software parameters to meet business requirements by using the existing data
  • Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures
  • Uses application management software and tools to investigate issues, collect performance statistics and create reports
  • Prioritizes and diagnoses incidents according to agreed procedures
  • Investigates causes of incidents and seeks resolution
  • Escalates unresolved incidents
  • Facilitates recovery, following resolution of incidents
  • Documents and closes resolved incidents according to agreed procedures
  • Initiates and monitors actions to investigate and resolve problems in systems, processes and services
  • Determines problem fixes/remedies
  • Assists with the implementation of agreed remedies and preventative measures
  • Software audits when requested/scheduled
  • Tracking of License counts and software request logs


  • Bachelor’s Degree in IT, computer science, or related field is preferred
  • Knowledge of business system environments and processing requirements; understands overall data flow from user specifications considering all input and output, hardware, software, and the operating environment
  • 3-6 years direct related work experience required
  • Minimum level tier 2 support experience
  • Excellent problem-solving, critical thinking, and attention to detail
  • Great customer service and interpersonal skills
  • Develops and maintains positive relationships with internal and external parties


Note:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed above are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.


We are an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.