Senior Specialist - P&T Applications Support

Job Purpose

Provide day‑to‑day application support for business and operational systems used by DPW Jeddah.

Log, analyze, troubleshoot and resolve user issues in line with agreed priorities and service levels.

Coordinate with business users, internal IT teams and vendors to ensure stable application availability, timely incident resolution and continuous improvement.

• Provide first and second level support for business applications, portals, integrations and related operational systems
• Attend user complaints and service requests through the approved support channels and ticketing process
• Understand the reported issue, reproduce the problem where required and assess business impact and urgency
• Prioritize incidents based on operational impact, SLA and business criticality
• Troubleshoot application issues by reviewing user inputs, system behavior, logs, reports, transactions and integration status
• Coordinate with developers, infrastructure teams, database administrators and vendors for issue resolution and root cause analysis
• Support application access management by coordinating user creation, role changes and access review as per approved procedure
• Train and guide users on correct application usage and support process when required
• Identify recurring issues and recommend process, system or control improvements to reduce incidents and manual workarounds
• Ensure proper documentation of incidents, resolutions, workarounds and lessons learned in the support knowledge base
• Maintain confidentiality, data integrity and compliance with IT security policies and company procedures
• Responsible for safety and discipline in the work area

• Mandatory:
  Bachelor's degree in Computer Science, Information Technology, Business Information Systems or related field
• Diligent, quick learner, customer-focused and willing to work extra hours or shifts during operational emergencies
• Minimum 2 to 3 years of experience in application support, IT support, systems support or similar role
• Knowledge of port terminal operations, TOS or logistics applications will be an advantage
• Strong analytical and problem-solving skills with ability to understand business process and system behavior
• Good communication skills with ability to interact professionally with users, stakeholders, vendors and technical team