Associate - Functional Support
Responsibilities Roles & Responsibilities Provide first and second-level functional support for business applications. Troubleshoot and resolve user issues related to system functionality.
Skills
About This Role
Roles & Responsibilities
- Provide first and second-level functional support for business applications.
- Troubleshoot and resolve user issues related to system functionality.
- Monitor system performance and ensure smooth daily operations.
- Handle service requests and incidents via ticketing systems (e.g., ServiceNow).
- Analyze and understand business workflows and system usage.
- Identify gaps in system functionality impacting business operations.
- Assist in process improvement initiatives.
- Diagnose issues and determine root causes.
- Escalate technical issues to IT/development teams when required.
- Track incidents through resolution and ensure timely closure.
- Support system testing (UAT, regression testing) for new releases.
- Validate changes against business requirements.
- Assist in deploying system updates and enhancements.
- Maintain functional documentation, user guides, and SOPs.
- Provide training and support to end users.
- Create knowledge base articles for recurring issues.
- Act as a liaison between business users and technical teams.
- Communication system updates, outages, and improvements.
- Gather and document user requirements.
Desired Educational Background
Bachelor’s degree in Business Administration, IT, or related field.
Desired Experience
- 2–5 years of experience in application or functional support roles.
- Strong understanding of business processes and workflows.
- Experience with ticketing tools (ServiceNow, Jira, etc.).
- Excellent troubleshooting and analytical skills.
- Strong communication and stakeholder management skills.
Job Specific Skills
- Experience with ERP/CRM systems (SAP, Oracle, Dynamics, etc.).
- Basic knowledge of SQL or reporting tools (Power BI, Excel).
- ITIL Foundation certification (preferred).
- Experience in Agile/DevOps environments.
Technical
- Application Knowledge
• System Integration Awareness
- Documentation Skills
Behavioral
- Problem Solving
- Communication Skills
- Customer Focus
- Stakeholder Management
• Adaptability & Flexibility
- Attention to Detail
- Time Management
- Team Collaboration
• Accountability & Ownership
- Stress Management
About Us
malomatia is a leading Qatar-based IT services and solutions provider, bringing together top Qatari and international talent to deliver innovative, end-to-end technology solutions that empower clients to achieve their strategic goals.
Our mission
Empowering Qatar’s businesses and governments to leap into the digital future with agile, knowledge-driven solutions.
Our vision
To become Qatar’s trusted knowledge partner in digital transformation, disrupting industries, shaping the future, and building a world-class tech ecosystem.
Driving change that makes a real impact
Since 2008, malomatia has been driving Qatar’s digital transformation through innovative, ISO-certified IT solutions.
With expertise across key public and private sectors, we empower the nation’s vision with advanced services in cloud, cybersecurity, AI, and contact center excellence, elevating the role of technology in shaping Qatar’s sustainable future.
About The Team
Established in 2008, malomatia is a Qatari leader in IT services and digital transformation.
We serve key sectors including Government, Healthcare, Education, Customs, and Transportation, delivering impactful solutions that support national development goals.
Powered by a diverse team of skilled Qatari and international IT professionals, we deliver innovative, high-value digital solutions tailored to the unique needs of our clients.
Our mission is to inspire customers to thrive through digital excellence, and we envision becoming the trusted partner of choice in building a smarter society through technology and talent.
We are driven by core values that define our culture and approach: ownership, integrity, empathy, teamwork, transparency, agility, excellence, trust, and innovation.
Join us in shaping the future of technology in Qatar
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