Application Support Coordinator

JOB PURPOSE:

The Application Support Coordinator is responsible for the administration, maintenance, and optimization of business-critical applications used across metro line operations. The role ensures application reliability, version compliance, and seamless integration with operational processes. This includes managing deployments, resolving incidents, providing user support, coordinating with vendors, and driving continuous improvement to maximize system efficiency and business value.

RESPONSIBILITIES/DUTIES

Application Administration & Support

• Deploy, configure, integrate, and test applications based on technical and business requirements.
• Monitor application health and performance to ensure uninterrupted service.
• Perform application troubleshooting, debugging, and issue resolution during UAT and production phases.
• React promptly to high-severity incidents, ensuring minimal service disruption.
• Manage code migrations across environments to maintain synchronization and stability.

User Support & Training

• Deliver user training sessions and develop user documentation and technical guides.
• Provide day-to-day application support to internal users and escalate unresolved issues to vendors when necessary.
• Consult with stakeholders to identify system performance gaps and recommend improvements.

Vendor & Stakeholder Coordination

• Liaise with software providers to ensure compliance with technical standards and version control.
• Collaborate with internal teams and external partners to resolve incidents and implement enhancements.

Data & Documentation

• Execute database scripts and extracts when required.
• Document configuration changes, error logs, and corrective actions taken.
• Prepare accurate and timely reports on system performance and incidents.

Quality, Safety & Compliance

• Ensure compliance with IT governance, security policies, and safety standards.
• Support environmental and safety management procedures, ensuring alignment with legislative and company requirements.
• Participate in audits and contribute to continuous improvement initiatives.

Other Duties

• Support multiple projects in parallel alongside application support responsibilities.
• Carry out additional assignments as directed by IT management.
• Remain flexible for after-hours application maintenance or emergency support

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Bachelor’s degree or undergraduate in Computer Science, Information Systems, or a related field.
• Professional certifications in business applications, ERP, or database administration (preferred).
• Strong command of professional business English (mandatory); proficiency in French is an advantage.

KNOWLEDGE:

• In-depth understanding of enterprise applications and their integration within complex organizations.
• Knowledge of ERP systems, business process workflows, and corporate IT environments.
• Strong proficiency in relational database engines (SQL Server, Oracle, MySQL), including SQL query writing.
• High-level competency with Microsoft Office, especially Excel (advanced user).
• Familiarity with IT service management frameworks (e.g., ITIL) is desirable.

EXPERIENCE:

• 0 to 3 years of experience in application analysis, administration, or technical support.
• Demonstrated experience in supporting business-critical applications through their full life cycle.
• Exposure to metro/transportation industry IT systems (preferred).
• Proven ability to prepare clear technical reports, user guides, and process documentation.

DESIRED BEHAVIORS & EXPERIENCES

• Accountability: Takes ownership of assigned tasks and ensures commitments are delivered on time and to standard.
• Teamwork: Works collaboratively with colleagues and external partners, supporting shared goals and objectives.
• Communication: Demonstrates clear and professional verbal and written communication, actively listens, and adapts style to the audience.
• Problem Solving: Applies critical thinking and structured analysis to identify root causes and implement effective solutions.
• Organization: Manages time effectively, prioritizes multiple tasks, and maintains accurate records and documentation.
• Attention to Detail: Ensures accuracy in technical work, documentation, and reporting, minimizing errors and risks.
• Resilience: Remains calm and effective under pressure, especially during high-severity incidents or urgent requests.
• Adaptability: Adjusts to changing priorities, new technologies, and evolving business requirements.
• Continuous Improvement: Seeks opportunities to improve processes, systems, and personal skills.
• Customer Focus: Understands user needs, provides timely support, and ensures business continuity.