Application Support Specialist

About the Role

Al Khozama Investment is seeking an Application Support Specialist to serve as the primary point of contact for software-related needs across the company. This full-time role, based in Riyadh, Saudi Arabia, involves providing comprehensive user support, troubleshooting complex application issues, and ensuring seamless daily operations across the entire application landscape. The position requires 2-5 years of relevant experience.

Role Purpose

The Application Support Specialist plays a vital part in empowering the workforce by ensuring the smooth functioning of all company-wide applications. This includes addressing user inquiries, resolving technical problems, and maintaining system accessibility to support business operations effectively.

Key Responsibilities

• Provide comprehensive user support to employees across all departments for company-wide applications.
• Diagnose, analyze, and resolve technical problems, including login errors, permission issues, application bugs, workflow disruptions, and data discrepancies.
• Manage support requests efficiently through the IT service management ticketing system, ensuring prioritization and resolution within established SLAs.
• Guide users on best practices, software functionalities, and proper data entry to minimize recurring errors and maximize application adoption.
• Coordinate with internal IT teams and external software vendors for deep-code fixes, system patches, or specialized technical interventions.
• Handle user onboarding/offboarding, configure role-based access permissions, and maintain user profiles across various platforms.
• Create and update troubleshooting guides, FAQs, and standard operating procedures (SOPs) for the internal knowledge base.

Key Performance Indicators

• SLA Compliance
• Ticket Resolution Rate
• First Response Time
• Average Resolution Time
• Ticket Backlog
• First Contact Resolution
• Critical Incident Response and Resolution
• Application Availability
• Recurring Incident Reduction
• Vendor Ticket Follow-Up
• User Satisfaction
• UAT Completion
• Change Success Rate
• Documentation Compliance
• Access Request Compliance
• Security & Audit Findings
• Application Monitoring
• Knowledge Base Contribution
• Improvement Initiatives

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic environment focused on supporting the technological needs of Al Khozama Investment.

Application Process

Candidates interested in this role are encouraged to apply. Salary details will be discussed during the interview process.