L1 Application Support Technical Analyst
ABOUT THE ROLE We are hiring 2 (two) L1 Application Support Analysts in Manila
to provide first-line support and provisioning for these portals to DataFlow in-house users and to University Points of Contact (POCs). The role also supports DataFlow's wider internal application suite, including client portals, and requires a commitment to high service reliability, swift incident resolution and continuous service improvement.
KEY RESPONSIBILITIES Portal Support & Provisioning Act as the first point of contact for in-house users and University POCs, handling queries through the ticketing system, email and scheduled support calls.
Provision and onboard new universities on the University Verification Portal – set up portal instances, user roles, workflows, branding and notification templates in line with the approved onboarding checklist. Manage user access for in-house users, University POCs and requesters: account creation, modification and deactivation, password resets, MFA/SSO issues and periodic access reviews. Triage and resolve L1 issues such as login failures, case routing and visibility, document upload/download, status synchronisation, email notifications and report extracts.
Trace verification requests end-to-end across the Requester Portal, DataFlow core platforms and University portals using application logs and read-only SQL; escalate to L2/Development with complete diagnostics where needed. Perform first-level checks on third-party integrations (APIs/webhooks) – failed calls, payload errors and authentication issues. Deliver walkthroughs and training to University POCs and in-house users, and maintain user guides, FAQs and knowledge base articles.
Incident, Request & Change Management Log, categorise and prioritise all incidents and service requests in the DataFlow ticket management system to ensure accurate tracking and reporting. Prioritise and address incidents and failures with urgency to restore service promptly, following the agreed escalation matrix.
Communicate regularly and clearly with end-users and University POCs on incidents, maintenance windows and changes to manage expectations. Organise and support User Acceptance Testing (UAT) with internal teams and University POCs before production releases. Assist with the release of new code to production through the formal change management process, including post-release validation and smoke testing.
Monitor application health checks, dashboards and alerts, and act on early warning signs before they become user-facing incidents. Continuous Improvement & Documentation Proactively identify recurring issues and opportunities to improve service reliability, process speed and efficiency – adding value to operations teams.
Create and maintain clear SOPs, runbooks and process documentation where it is missing or needs improvement. Handle university, requester and candidate data in line with DataFlow information security and data protection policies. Be available for flexible working hours to accommodate out-of-hours emergencies and change requests.
MANDATORY REQUIREMENTS Bachelor's degree in Computer Science or Information Technology (BS CS, BS IT, BE or BTech). Minimum of 3 years' experience supporting applications for a wide range of global enterprise users, including external, customer-facing users.
Proficiency with SQL – writing queries and joins to investigate and validate data. Experience in an associated database environment; Oracle preferred, but demonstrable ability with MySQL, PostgreSQL, MSSQL or Sybase is acceptable. Basic knowledge of a modern development or scripting language (e.g. Python, Node.js, Perl).
Knowledge of production management environments, including incident and change management, ticketing tools and the Software Development Life Cycle (SDLC) from development to production. Familiarity with ISO 27001 and data security compliance (GDPR, Philippine Data Privacy Act). Excellent English communication skills, both oral and written, to support a global audience and external stakeholders.
Ability to work shifted hours covering 06:00 to 19:00. PREFERRED QUALIFICATIONS Experience supporting multi-tenant SaaS or portal platforms, ideally in education, credential verification or background screening.
Troubleshooting experience with web applications. Exposure to AWS (CloudWatch logs, ECS, Lambda); AWS Cloud Practitioner certification is an advantage. Working knowledge of REST APIs and tools such as Postman; basic understanding of SSO (SAML/OAuth).
ITIL 4 Foundation certification.