Applications Consultant

Purpose of the job:

The Applications Consultant provides advanced support and solutions across business applications, ensuring user issues are resolved efficiently and proactively. This role involves investigating and analysing business needs, implementing new applications, monitoring system performance, and maintaining high standards of customer service.

Key Responsibilities & Duties:

Application Support

• Provide second-level support for queries escalated by the Service Desk.
• Investigate and resolve user problems, ensuring proactive ownership of issues.
• Identify and implement improved methods of delivering support.
• Offer standby support for critical issues only.
• Liaise with IT colleagues during troubleshooting activities.
• Arrange for external technical support where problems cannot be resolved internally.
• Ensure all calls are logged accurately in the call logging system.
• Maintain confidentiality of all information processed, stored, or accessed.

Business Analysis and Solutions

• Investigate and analyse business needs, providing tailored solutions.
• Recommend, install, and configure new applications.
• Analyse user project proposals, identify risks, and recommend optimal approaches.
• Participate in the development, installation, testing, and implementation of applications software.

Documentation and Knowledge Transfer

• Document programming issues and escalate where necessary.
• Prepare training materials and assist in conducting workshops.
• Contribute to knowledge retention and transfer within the department.
• Share expertise on different interfaces and business units.

Customer and User Engagement

• Deliver high standards of customer service and adhere to service management principles.
• Support external customers with application queries.
• Conduct user training on new solutions and proactive measures.
• Undertake site visits to ensure effective solution delivery.

System Monitoring and Incident Management

• Monitor and maintain applications, including error log management.
• Collaborate with infrastructure teams to resolve recurring server issues.
• Implement and respond to system alerts.
• Ensure timely resolution of incidents, preventing repeat calls.

Continuous Improvement and Projects

• Drive continuous improvement initiatives across applications and support processes.
• Undertake project-related tasks as assigned.
• Provide specialist focus and training within the department on new solutions.

Professional Conduct and Standards

• Maintain professional behaviour in all interactions.
• Uphold company standards, including dress code and housekeeping requirements.
• Ensure compliance with Health and Safety regulations.
• Assist in relevant operational functions as required.

Skills Required:

• Strong communication skills to liaise effectively with users and IT colleagues.
• Proven troubleshooting skills to investigate and resolve complex application issues.
• Solid analytical skills to assess business requirements and recommend optimal solutions.
• Effective problem-solving skills to identify recurring issues and implement preventative measures.
• Strong organisational skills to handle project tasks and maintain accurate documentation.
• Customer service skills to ensure user satisfaction and adherence to service principles.
• Proficiency in industry-based systems (Freightware, ISAStore, Oracle and SQL within the organization).
• Intermediate proficiency in Microsoft Office Suite, with the ability to prepare documentation, reports, and training materials in Word, Excel, and PowerPoint.

Minimum Requirements:

• Grade 12
• 5+ years’ experience within and IT environment, with proven exposure to application support and consulting.
• Experience in system solution design, including documentation preparation and delivery of training to end-users.
• Formal SQL Server qualification to demonstrate technical competence in database management and query optimisation.
• Experience with custom integrations, ensuring seamless connectivity between applications and business systems.
• Proficiency in call logging software, with the ability to record, track, and resolve incidents accurately.
• Hands-on technical support experience, providing second-level assistance and proactive resolution of user issues.
• Strong technical background in both hardware and software, enabling effective troubleshooting and solution design.
• Proficiency in industry-based systems (Freightware, ISAStore, Oracle and SQL within the organization).
• Valid code B drivers license.

Work Location: In person