SENIOR SPECIALIST - P&T APPLICATIONS SUPPORT
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Key skills for this role
About the Role
DP World Jeddah seeks a Senior Specialist for P&T Applications Support to provide day-to-day support for business and operational systems. The role involves troubleshooting, incident resolution, user training, and coordination with IT teams and vendors.
Key Skills for This Role
Responsibilities
- Provide first and second level support for business applications, portals, integrations and related operational systems
- Attend user complaints and service requests through approved support channels and ticketing process
- Understand reported issues, reproduce problems where required, and assess business impact and urgency
- Prioritize incidents based on operational impact, SLA and business criticality
- Troubleshoot application issues by reviewing user inputs, system behavior, logs, reports, transactions and integration status
- Coordinate with developers, infrastructure teams, database administrators and vendors for issue resolution and root cause analysis
- Support application access management by coordinating user creation, role changes and access review as per approved procedure
- Train and guide users on correct application usage and support process when required
- Identify recurring issues and recommend process, system or control improvements to reduce incidents and manual workarounds
- Ensure proper documentation of incidents, resolutions, workarounds and lessons learned in the support knowledge base
- Maintain confidentiality, data integrity and compliance with IT security policies and company procedures
- Responsible for safety and discipline in the work area
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business Information Systems or related field
- Minimum 2 to 3 years of experience in application support, IT support, systems support or similar role
- Strong analytical and problem solving skills with ability to understand business process and system behavior
- Good communication skills with ability to interact professionally with users, stakeholders, vendors and technical teams
- Diligent, quick learner, customer focused and willing to work extra hours or shifts during operational emergencies
- Knowledge of port terminal operations, TOS or logistics applications will be an advantage
Full Job Posting
Job Purpose
- Provide day to day application support for business and operational systems used by DPW Jeddah.
- Log, analyze, troubleshoot and resolve user issues in line with agreed priorities and service levels.
- Coordinate with business users, internal IT teams and vendors to ensure stable application availability, timely incident resolution and continuous improvement.
Key Accountabilities
- Provide first and second level support for business applications, portals, integrations and related operational systems.
- Attend user complaints and service requests through the approved support channels and ticketing process.
- Understand the reported issue, reproduce the problem where required and assess business impact and urgency.
- Prioritize incidents based on operational impact, SLA and business criticality.
- Troubleshoot application issues by reviewing user inputs, system behavior, logs, reports, transactions and integration status.
- Coordinate with developers, infrastructure teams, database administrators and vendors for issue resolution and root cause analysis.
- Support application access management by coordinating user creation, role changes and access review as per approved procedure.
- Train and guide users on correct application usage and support process when required.
- Identify recurring issues and recommend process, system or control improvements to reduce incidents and manual workarounds.
- Ensure proper documentation of incidents, resolutions, workarounds and lessons learned in the support knowledge base.
- Maintain confidentiality, data integrity and compliance with IT security policies and company procedures.
- Responsible for safety and discipline in the work area.
Qualifications, Experience and Skills
- Mandatory: Bachelor's degree in Computer Science, Information Technology, Business Information Systems or related field.
- Diligent, quick learner, customer focused and willing to work extra hours or shifts during operational emergencies.
- Minimum 2 to 3 years of experience in application support, IT support, systems support or similar role.
- Knowledge of port terminal operations, TOS or logistics applications will be an advantage.
- Strong analytical and problem solving skills with ability to understand business process and system behavior.
- Good communication skills with ability to interact professionally with users, stakeholders, vendors and technical teams.
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