Job Description

Location: Singapore - 100% Remote
*This position is remote and not eligible for relocation. All positions must reside within the country listed within this job description.
Salary: Up to SGD 70,000 + 10% performance bonus (DOE & Geographic Location)
A little bit about us:
Applied Value Technologies is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next-generation application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.
About the Role:
Applied Value Technologies is seeking anApplication Support Analystto assist in the delivery of our mission- and business-critical application services with internal customers. Reporting into the Collaboration Applications Department, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness. Candidates must be passionate about technology, live for amazing customer service, and thrive in a fast-paced environment.
Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.
About you:
xc2xb7 Advanced troubleshooting skills, domain expertise, infrastructure knowledge, and scripting abilities.
xc2xb7 Ability to conduct root cause analysis, use data to identify issues, and apply critical thinking.
xc2xb7 Understanding ITIL processes, managing incident lifecycles, ensuring SLA adherence, and focusing on improvements.
xc2xb7 Commitment to user satisfaction, understanding business impact, and relating technical issues to business needs.
xc2xb7 Strong communication skills, ability to act as a liaison, and effective stakeholder engagement.
xc2xb7 Knowledge sharing, effective teamwork, and mentoring junior analysts to elevate team performance.
xc2xb7 Ability to adjust to changing priorities and learn new technologies relevant to the role.
xc2xb7 Adherence to best practices, process rigor, and maintaining high-quality documentation.
xc2xb7 Full ownership of incidents, proactive prevention of issues, and dedication to complete resolution.
Responsibilities:
xc2xb7 Conduct thorough analyses to prevent issue recurrence and document findings for continuous improvement.
xc2xb7 Lead the diagnosis and resolution of complex incidents to minimize business disruption.
xc2xb7 Serve as a subject matter expert to assist in incident resolution and provide guidance to team members.
xc2xb7 Implement automation to reduce manual efforts and streamline support processes.
xc2xb7 Keep documentation updated for improved troubleshooting and facilitate knowledge transfer within the team.
xc2xb7 Guide junior analysts, facilitate training sessions, and enhance overall team performance.
xc2xb7 Coordinate updates with stakeholders and vendors for incident resolution and communicate effectively with business users.
xc2xb7 Resolve high-priority incidents, monitor application performance, conduct system health checks, and participate in incident reviews.
xc2xb7 Provide user support, manage escalations, and continuously evaluate and improve support workflows.
xc2xb7 Review performance metrics, track incident trends, and prepare reports on application health and RCA outcomes.
xc2xb7 Ensure issues are resolved within the agreed service level agreements (SLAs).
xc2xb7 Participate in regular team meetings and provide feedback on service improvements.
xc2xb7 Suggest and implement process improvements to enhance efficiency and customer satisfaction.
xc2xb7 Participate in ongoing training and professional development opportunities.
Your Expertise:
xc2xb7 Bachelors in Information Technology, Computer Science or related field
xc2xb7 5-8+ years in IT or application support, with deep knowledge of business-critical applications
xc2xb7 Relevant certifications such as ITIL, Tableau Certified Data Analyst, Tableau Desktop Certified Professional, Tableau Certified Consultant, etc.
xc2xb7 Strong application support expertise, database knowledge, understanding of IT infrastructure.
xc2xb7 Intermediate knowledge of SQL such as understanding join types, creating CTEs, and experience with 100+ line queries
xc2xb7 Excellent Communication, Customer Service orientation, and collaboration abilities.
xc2xb7 Experience with ITSM tools like ServiceNow, Jira, or Remedy.
xc2xb7 Deep understanding of the domain, business processes, and the impact of application issues.
xc2xb7 Strong troubleshooting, root cause analysis and proactive problem management skills.
xc2xb7 Personal Attributes: Detail-Oriented, proactive, adaptable, with a focus on service excellence.
xc2xb7 Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
xc2xb7 Experience operating with SLAs in a client-facing role in a production environment
xc2xb7 Ability to work effectively as part of a team and collaborate with other departments.
xc2xb7 Highly organized with the ability to manage multiple cases and tasks simultaneously.
xc2xb7 Flexible to work on-call schedule on weekdays and occasionally on weekends.
Nice to have:
xc2xb7 Experience with case management, automation, and service analytics within multiple collaboration applications.
xc2xb7 Intermediate SQL skillset
xc2xb7 Familiarity and hands-on experience with other collaboration applications support
Weve got you covered:
xc2xb7 Competitive salary + performance bonus
xc2xb7 Flexible time off
xc2xb7 Sick leave
xc2xb7 Up to 100% employer - paid healthcare benefits (medical, dental, vision)
xc2xb7 100% paid parental leave - up to 16 weeks (eligible after 1 year of employment)
xc2xb7 1,200 SGD Learning & development allowance (annually)
xc2xb7 1,200 SGD Health & Wellness allowance (annually)
xc2xb7 CPF Contributions made for all Singapore citizens or permanent residents
xc2xb7 Employee referral program
xc2xb7 11 paid holidays annually
Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Hiring is contingent on candidate verifying their eligibility to work in the Singapore and passing a complete background check.