Senior Specialist Asset Application Support📣 Job Ad

About the Role

Qiddiya is seeking a Senior Specialist Asset Application Support to join its team in Riyadh, Saudi Arabia. This is a full-time, hands-on technical role focused on providing expert L2 support for Qiddiya's critical asset applications. The specialist will be responsible for resolving complex incidents and service requests, contributing to root cause analysis, and driving continuous improvement initiatives for systems such as ticketing, POS, leasing, and park management.

Role Purpose and Scope

The primary purpose of this role is to ensure the stable and efficient operation of Qiddiya's asset applications by delivering high-quality L2 technical support. This involves applying deep functional and technical knowledge to diagnose and resolve issues, collaborating with various teams, and contributing to the overall health and performance of the application ecosystem. The Senior Specialist will play a vital part in maintaining operational continuity and enhancing user satisfaction.

Key Responsibilities

• Provide expert-level L2 support for asset applications, ensuring efficient resolution of incidents and service requests.
• Analyze recurring issues to contribute to root cause analysis and implement permanent fixes.
• Maintain detailed documentation of support procedures and resolutions for knowledge management.
• Collaborate with L0/L1 teams to enhance first-call resolution rates through targeted training and knowledge sharing.
• Participate in the testing and validation phases of application updates and enhancements.
• Escalate unresolved issues to the Manager as necessary to ensure timely resolution.
• Support vendor coordination efforts for specialized application support requirements.
• Engage directly with business users to understand operational challenges and propose effective technical solutions.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a closely related field.

Experience and Technical Skills

• Minimum of 3+ years of experience in IT application support, with a specific focus on asset management applications.
• Strong technical knowledge of application architecture and system integrations.
• Proficiency in incident management processes and advanced troubleshooting techniques.

Location and Work Type

This full-time position is based in Riyadh, Saudi Arabia. The role requires a dedicated presence to support Qiddiya's operational needs.