ZEN217 - Technical Application Support Analyst (Salesforce)

Job Summary

Our client is seeking a skilled Technical Application Support Analyst to provide production support, troubleshooting,testing and continuous improvement for enterprise applications, including Loan Origination Systems (LOS), Loan Management Systems (LMS), ERP platforms and integrated business applications. The successful candidate will be responsible for incident resolution, root cause analysis, application monitoring, testing automation and stakeholder engagement to ensure optimal system performance and customer satisfaction. The role requires strong expertise in SQL, SOQL, Salesforce, SAP, Selenium, TestNG, API support and Agile methodologies while supporting enterprise applications across Banking and Financial Services environments.

Responsibilities

• Provide Level 2 and Level 3 production support for LOS, LMS, ERP and integrated business applications.

• Diagnose, troubleshoot and resolve application incidents while ensuring SLA compliance.

• Monitor application performance and perform root cause analysis to identify and prevent recurring issues.

• Analyse system logs, APIs and database records using SQL and SOQL to investigate incidents and validateapplication functionality.

• Support data fixes, production releases and application integrations across enterprise platforms.

• Create, execute and maintain test plans, test cases, regression suites and automated test scripts.

• Participate in functional, integration, system and user acceptance testing activities.

• Support application deployments, release validation, change management and CAB activities.

• Develop and maintain technical documentation, support guides, SOPs and knowledge articles.

• Engage with business users, vendors and technical teams to resolve issues and support Agile delivery.

• Participate in Agile ceremonies, including sprint planning, backlog refinement, stand-ups, reviews and retrospectives.

• Drive continuous improvement through automation, quality assurance and application support best practices.

Competencies

• Strong analytical and problem-solving skills.

• Excellent troubleshooting capabilities.

• Strong communication and stakeholder management skills.

• High attention to detail and commitment to quality.

• Ability to work independently and within Agile teams.

• Strong organisational and time management skills.

• Customer-focused with a continuous improvement mindset.

• Ability to manage multiple priorities in a fast-paced environment.

Technical Skills

• Minimum 2 years' experience in Software Application Support is mandatory.

• Experience supporting Loan Origination Systems (LOS) and/or Loan Management Systems (LMS) is mandatory.

• Experience supporting enterprise CRM, ERP or financial applications is mandatory.

• Strong SQL experience for database validation, troubleshooting and data analysis is mandatory.

• Experience with SOQL in Salesforce environments is mandatory.

• Experience creating and maintaining automated test scripts using Selenium, TestNG or similar frameworks is mandatory.

• Strong understanding of API support, system integrations and REST/SOAP web services is mandatory.

• Experience with Functional, Regression, Integration and User Acceptance Testing is mandatory.

• Good understanding of SDLC, Agile methodologies and ITIL processes is mandatory.

• Experience with incident, problem, change and release management is mandatory.

• Salesforce and/or SAP application support experience will be advantageous.

• Exposure to Azure DevOps, Jira, CI/CD pipelines and DevOps practices will be advantageous.

• Experience within Banking, Financial Services, Lending or Credit environments will be advantageous.

• Bachelor's Degree or National Diploma in Information Technology, Computer Science, Information Systems or arelated discipline is mandatory.

• ISTQB, ITIL Foundation or other relevant certifications will be advantageous.

General Information

• Contract: 06 Months Renewable

• Location: Sandton, Johannesburg

• Work Mode: Hybrid – 3 days per week from office