Application Technical Specialist

1.Position Summary

The Application Technical Specialist role is responsible for supporting IT Systems used within the business. The role holder will be required to open, track, triage and resolve (where possible) ITSM tickets, effectively manage issue hand off to the relevant second / third line support teams. The role will also require knowledge in batch job scheduling, monitoring, and troubleshooting - leveraging Autosys, Control-M, Redwood, and IBM Workload Automation.

2.Essential Duties and Responsibilities (Key Activities)

• Manage tickets in the current ITSM system and ensure timely resolution of issues or escalation to proper resolver group for additional support.
• Identification and escalation of Priority 1 (P1) issues.
• Monitor and manage batch jobs across SAP and non-SAP systems.
• Proactively identify and resolve job failures, ensuring minimal disruption to business operations.
• Schedule and maintain job flows using enterprise scheduling tools such as Autosys, Control-M, Redwood, and IBM Workload Automation.
• Collaborate with cross-functional teams to optimize job dependencies, schedules, and performance.
• Provide intermediate support for both new and existing job flows, addressing complex issues and enhancements.
• Continuously improve scheduling configurations and automation strategies to enhance reliability and scalability.
• Research, resolve and respond to incoming questions in a timely manner specified within the SLA and OLA.
• Establish a strong working relationship with the various Application Support Teams.
• Provide escalated support for enterprise application related issues.
• Assist in the development of documentation and knowledge base, including appropriate policies and procedures for training and support programs.
• Assist in the assessment, determination and documentation of business requirements for services provided by BTS.
• Abide by all BTS Policies and Procedures pertaining to security of data, the network and its applications, proper account access and management, and general Standard Operating Procedures.
• Undertake any other duties reasonably requested to meet business needs.
  
  

• Experience in IT support, system analysis, application support
• Strong communication skills (written and verbal) in English.
• Ability to work independently and collaborate in an international organization.
• Demonstrated ability to analyze complex scenarios, make decisions, and take initiative.
• Knowledge of Software Lifecycle (SLC) processes and experience with incident/change management tools (e.g., ServiceNow).
• Able to learn new processes quickly and an ability to keep knowledge and skills up to date.
• Proficiency in Microsoft Office software (Outlook, Word, Excel, PowerPoint)
• Proficiency in at least two enterprise job scheduling tools, such as Autosys, Control-M, Redwood, IBM Workload Automation
• Experience of troubleshooting IT and application related issues.
• Sarbanes Oxley (SOX) compliance knowledge
• Computer Systems Validation (CSV) awareness
• ITIL framework knowledge.
  
  

• Bachelor’s degree specializing in IT and Computer education and minimum 5 years of relevant experience in the IT industry as a Technical Support Analyst, IT Support Specialist, or System Administrator.
• At least 3 years of hands-on experience in batch job scheduling within enterprise environments with scheduling tools such as Autosys, Control-M, and similar platforms; capable of designing, configuring, and managing complex job flows.
• Strong analytical skills for diagnosing and resolving scheduling-related issues, ensuring operational continuity.
  
  

• Basic administrative skills in both Windows Server and Linux environments
• Working knowledge of MS SQL Server and Oracle databases, including basic query and troubleshooting capabilities.
• Experience with secure file transfer tools such as GoAnywhere and Axway CFT, including flow implementation and monitoring.
• Knowledge in Unix Shell, PowerShell, Python, and Perl scripting
• Knowledge of integration tool like TIBCO