Job description
Citco is seeking an Applications Support Analyst to join our dynamic information technology team in Makati City, Metro Manila. The successful candidate will combine a passion for applications support with a keen ability to learn our business processes quickly and to communicate effectively with users and stakeholders. This is an excellent opportunity to develop practical skills in enterprise software, incident management, and service excellence within a global company.
As an Applications Support Analyst, you will be the first point of contact for user inquiries, issues, and requests related to core business applications. You will work closely with business users, IT colleagues, and external vendors to troubleshoot problems, provide timely resolutions, and ensure minimal disruption to operations. You will also help document issues, create knowledge base articles, and contribute to continuous improvement initiatives.
We offer a supportive training program, clear career progression, and a collaborative work environment that values curiosity and accountability. If you thrive in a fast-paced setting, enjoy solving problems, and want to contribute to a leading financial services technology environment, this role is for you.
Required tools and environment include incident management processes, basic SQL queries, and familiarity with Windows and cloud-based applications. The role requires strong English communication skills and a customer-service mindset.
Responsibility
- Serve as the first point of contact for application users, triaging and prioritizing incidents and requests.
- Monitor, track, and escalate issues using our incident management system; ensure timely resolutions and updates to stakeholders.
- Diagnose application problems with a structured approach; perform initial troubleshooting and reproduce issues for deeper analysis.
- Collaborate with IT support, development teams, and vendors to implement fixes and verify root causes.
- Create and maintain knowledge base articles, runbooks, and user guides to improve self-service and reduce recurring tickets.
- Assist with user onboarding, training, and communication about new features and process changes.
- Participate in change management activities, testing, and release validation for application updates.
- Analyze user feedback and collaborate on process improvements to optimize application performance and reliability.
Qualification
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- 1-3 years of hands-on experience in applications support, helpdesk, or IT operations; fresh graduates considered for growing careers.
- Strong problem-solving abilities, analytical mindset, and attention to detail.
- Familiarity with SQL basics, Windows operating systems, and common ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Excellent verbal and written English communication; comfortable collaborating with cross-functional teams and customers.
- Ability to learn quickly, manage competing priorities, and adapt to changing business requirements.
- Understanding of ITIL concepts or other structured incident management frameworks is a plus.
- Interest or experience in financial services or enterprise software is a plus.