Back to SearchFunctional Support Specialist / Application Support Analyst
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We are looking for a Functional Support Specialist to handle incoming user requests related to system configurations, business processes, and internal enterprise-system integrations.
This role is ideal for someone with strong analytical and communication skills who is interested in understanding the business logic behind complex systems. A software development or highly technical background is not required. However, candidates should be comfortable working with technical terminology and concepts such as APIs, integrations, configurations, and system workflows.
The position primarily focuses on managing requests through Jira and ServiceNow and acting as the key link between system users and product development teams. The current workload is approximately 300–500 tickets per month and continues to grow.
- Manage incoming tickets in Jira and ServiceNow, including triage, prioritization, response, resolution, and follow-up
- Develop a strong understanding of the business domain and configuration logic behind internal system integrations
- Answer user questions and provide clear guidance on configurations, processes, and system functionality
- Investigate reported issues by reproducing, analyzing, and documenting them
- Distinguish between configuration-related questions, user errors, process gaps, and genuine system defects
- Discuss and escalate confirmed issues to the appropriate development teams
- Track escalated issues through to resolution and keep users informed of progress and expected next steps
- Maintain and improve knowledge-base articles, FAQs, troubleshooting guides, and support documentation
- Identify recurring ticket patterns and provide structured feedback to development teams to help reduce support volume
- Communicate clearly and professionally with users while managing expectations effectively
- 2+ years of relevant experience in application support
- Strong analytical, investigative, and problem-solving skills
- Ability to understand and reason about business-domain logic, system behavior, and configuration rules
- Confidence working with technical concepts and terminology, including APIs, integrations, configurations, and data flows
- Experience using ticket-management platforms such as Jira and/or ServiceNow
- Patient, organized, and user-focused approach
- Ability to manage multiple requests and priorities in a high-volume support environment
- Excellent written and verbal communication skills
- Fluent English (B2 level or higher)
- Experience with enterprise applications or large-scale internal systems
- Basic understanding of system integration concepts
- Previous experience in application support, functional support, business support, or service operations
- Basic SQL or data-querying knowledge
- Experience creating or maintaining support documentation and knowledge-base content